Director, CRM and Customer Experience

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Bring more to life. Are you ready to accelerate your potential and make a real difference within life sciences, diagnostics and biotechnology? At Beckman Coulter Diagnostics, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact. You’ll thrive in a culture of belonging where you and your unique viewpoint matter.

And by harnessing Danaher’s system of continuous improvement, you help turn ideas into impact – innovating at the speed of life. As a global leader in clinical diagnostics, Beckman Coulter Diagnostics has challenged convention to elevate the diagnostic laboratory’s role in improving patient health for more than 90 years. Our diagnostic solutions are used in routine and complex clinical testing, and are used in hospitals, reference and research laboratories, and physician offices around the world.

Every hour around the world, more than one million tests are run on Beckman Coulter Diagnostics systems, impacting 1.2 billion patients and more than three million clinicians per year. From uncovering the next clinical breakthrough, to rapid and reliable sample analysis, to more rigorous decision making—we are enabling clinicians to deliver the best possible care to their patients with improved efficiency, clinical confidence, adaptive collaboration, and accelerated intelligence.

Learn about the Danaher Business System which makes everything possible.

• Provide leadership and governance over Global IT Enterprise Architecture function – lead a virtual Solution Architect team - in the annual business capabilities gap assessment and technology roadmap in support of commercial, operations, and end user productivity /collaboration technologies.
• Partner with senior IT and business leaders in the assessment, selection, deployment, sustainment and sun setting of enterprise platforms and execution of digital transformation.
• Lead the overall technical strategy, design and implementation of CRM capabilities and integration of  to the enterprise application ecosystem for both Dx and LS stakeholders.
• Lead the overall technical strategy, design and implementation of Dx and LS eCommerce/eStore/PIM systems. Improve operational excellence of the Marketing and Web Order Management systems, increase the visibility into electronic commerce, enforce PCI-DSS and SOx compliance, and streamline web operations to improve OTD metrics and customer experience.
• Provide technical/functional leadership and oversight to members of the team on following activities:
• Development and maintenance of Customer-facing Identity management including Keycloak enhancements and processes/APIs that support eStore and Beckman Coulter’s public facing applications including DxOne customer facing apps, IQAP, Learning systems and more.
• Develop an overall CRM and customer 360 strategy and roadmap meeting the needs of both Dx and LS stakeholders
• Work with other executives to prioritize initiatives and spending based on appropriate risk management and/or financial methodology with respect to eCommerce and IDM systems.
• Develop, maintain, and promote compliance with industry best practices in Web/eCommerce systems and processes

• 20+ years with Bachelor’s degree or 18+ years with Master’s/Doctoral degree of relevant IT work experience with 6+ years managing people.
• Degree in the field of computer science or business administration.

• Knowledge of current eCommerce suite and supply web ordering process is a plus.
• Global Management Responsibilities;
  Offshore experience is a plus.
• Ability to collaborate effectively across multiple constituents in a highly matrixed environment.
• Excellent organization and prioritization skills.
• Strong communication skills, both verbal and written as well as ability to influence at all levels of the organization.
• Superior analytical, evaluative, and problem-solving abilities.
• Demonstrated leadership, program management skills and integrity.

Beckman Coulter Diagnostics, a Danaher operating company, offers a broad array of…