Director - Multi Channel - Boston Scientific - Hemel Hempstead

Job description
This leadership role is responsible for evolving our Multi-Channel strategy, ensuring there are appropriate levels of alignment across divisions, executing on regional projects and initiatives related to the strategy and ensuring there is appropriate measurement and reporting to track progress. Divisional strategy & execution sits within each respective division, including the management of sales & marketing resources.

The function of this role (and the team it will manage) is to operate as a "Centre of Excellence" providing strategy, platforms, tools, processes and subject matter expertise at a regional level.
The role is at the Director level and reports into the VP of SBS&MA. The role will manage a small team constituting the Center of Excellence and will collaborate very closely with the Divisional and Functional multichannel owners.

This role is focused on delivering all of the operational aspects of BSC's MultiChannel approach and will work closely with the Director, Commercial Capability who is responsible for the people & competency related elements of the MultiChannel approach.

The role also has P&L responsibility for the selected Tier III Low accounts that will be managed directly by an in-house or outsourced Telesales Approach.

Key Responsibilities

Multi-Channel Strategy Development


Take on full ownership of the strategy and ensure that it continues to evolve and stay relevant

Translate high level concepts into a clear operational plan to ensure ideas become a reality

Ensure there is Divisional and functional alignment around the strategy

Coordinate cadence of divisional and european projects

Support the creation of Divisional multichannel sales and marketing plans (product/customer tier/channel optimal mix)

Conduct external monitoring to ensure the strategy stays aligned with customer needs, competitor strategies and best practices from other industries.

Harmonization of Segmentation and Tiering

Ensure there is a consistent approach & methodology established for customer segmentation

Train Divisional leaders in this methodology

Regularly review progress to check if the segmentation methodology is being correctly reviewed

Sales Force Mix Evolution


Coordinate and monitor the divisional plans and activities towards the evolution of their sales force mix

Enable cross-divisional synergies and learnings

Support the sales force alignment to cross-channel strategies

Telesales & Outsourcing


Provide clear guidance on where a telesales approach is best utilised and how this liaises with other sales roles

Ensure that this channel is operated in the most efficient manner - BSC headcount versus outsourced providers and identify optimal external providers

Manage directly a Tier III low telesales project with P&L responsibility .

Digital Platforms


Provide technology subject matter expertise for all Digital related customer opportunities

Manage regional Digital projects and coordinate with divisional stakeholders

Support BSC sales & marketing teams in designing BSC's digital offerings

Coordinated Multichannel Sales And Marketing Plans


Coordinate and support the development of divisional multichannel sales and marketing plans

Help identify in each division the optimal mix of product, customer tier and channel

Capabilities Gaps


Work together with commercial capability function and division to identify and close capabilities gaps

Tools, Processes And Organisational Design



Provide Operational Tools & Processes Which The Divisions Can Use


Work with relevant functions to redesign back-office processes

Cross-divisional Vendor Management

Multichannel-ready Salesforce.com

Provide Input for optimal Master Data Management and Seller Hierarchy

Work with IS to optimize and converge infrastructure and platforms

Continually evaluate and improve these tools ensuring they are easy to use and that they deliver value to our customers and to BSC

Work with Sales Effectiveness and Commercial capabilities teams to define optimal organisational designs and compensation schemes for new model

Measurement & Reporting


Design metrics/measurements for all Multichannel activities in collaboration with Sales & Pricing Effectiveness team
Ensure these are regularly reported, that appropriate goals are set and improvement areas identified

Position Requirements

Knowledge, Skills And Experience

Previous commercial experience is strongly desired. Previous experience in Sales and/or Marketing with preferably some experience managing commercial activities in a multi-channel environment
Must have previously lead a European project or team. Experience of working across different cultures in an organisational matrix
Must be comfortable working in an Ambiguous role, taking ideas from concept through to execution. Previous experience starting new teams, or leading large scale initiatives from the begging would be advantageous
Must have ability to think strategically and then operate with a strong execution focus
Ability to drive for results and be tenacious
Ability to lead and bring others through change. Must be able to set a vision, communicate clearly, show understanding of operational challenges and provide creative solutions to overcome obstacles.

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