Senior Manager, Customer Excellence

Bausch + Lomb (NYSE/TSX: BLCO) is a leading global eye health company dedicated to protecting and enhancing the gift of sight for millions of people around the world—from the moment of birth through every phase of life. Our mission is simple, yet powerful: helping you see better, to live better.

Our comprehensive portfolio of over 400 products is fully integrated and built to serve our customers across the full spectrum of their eye health needs throughout their lives. Our iconic brand is built on the deep trust and loyalty of our customers established over our 170-year history. We have a significant global research, development, manufacturing and commercial footprint of approximately 13,000 employees and a presence in approximately 100 countries, extending our reach to billions of potential customers across the globe. We have long been associated with many of the most significant advances in eye health, and we believe we are well positioned to continue leading the advancement of eye health in the future.

The Sr. Manager, Customer Excellence is a strategic and execution-oriented leader responsible for developing programs, tools, and processes that support National Account Managers (NAMs), Vision Territory Managers (VTMs), and the customers and ECPs they serve. This role partners across Sales, Marketing, Finance, and other key functions to improve execution quality, support commercial growth, and enhance the customer and ECP experience.

Responsibilities: 

This role is ideal for a strategic and execution-oriented marketing leader who can translate customer and field needs into high-impact programs, tools, and processes. The Sr. Manager, Customer Excellence will partner across Sales, Marketing, Finance, and other key functions to improve execution quality, support commercial growth, and enhance the experience of customers and ECPs.

• Develop and execute customer- and ECP-facing programs, tools, and processes that support National Account Managers (NAMs), Vision Territory Managers (VTMs), and the customers and ECPs they serve.
• Identify growth opportunities and improve execution quality across customer and ECP touchpoints to enhance satisfaction and support commercial objectives.
• Lead the development, implementation, and measurement of customer programs and initiatives, including co-op support, ROI tracking, and performance optimization.
• Partner cross-functionally with Sales, Marketing, Finance, Pricing, Sales Operations, Procurement, agency partners, and other stakeholders to align priorities and drive execution.
• Participate in customer-facing meetings and support customer negotiations, promotional pricing programs, business reviews, and monitor segmentation performance, in partnership with National Account Manager (NAMs)and internal stakeholders.
• Manage budget responsibilities for customer-facing programs, including A&P forecasting, co-op investment oversight, spend tracking, and reporting.
• Deploy AI-powered personalization to optimize customer- and ECP-facing programs, increasing engagement and improving co-op ROI.

Qualifications:

• Bachelor's degree required; MBA/MS preferred.
• Minimum of 7 years of experience in marketing, sales, customer excellence, customer marketing, commercial operations, or related business management required.
• Experience supporting national accounts, field sales teams, and customer-facing commercial programs in a B2B2C environment required.
• Experience working with complex customer/account structures, practitioner-affiliated groups, or multiple classes of trade preferred.
• Experience in the vision care category or a similar healthcare or B2B2C environment preferred.
• Demonstrated ability to influence and collaborate across cross-functional teams inside and outside the organization required.
• Ability to work effectively within a matrixed organization and navigate complex environments required.
• Proven ability to identify opportunities, solve problems, and improve existing processes, programs, and ways of working required.
• Excellent written, verbal, and presentation skills required.
• Strong stakeholder management and collaboration skills, with the ability to build effective working relationships across internal teams, customers, and external partners required.
• Strong qualitative and quantitative analytical skills, including experience using data to inform recommendations, optimizations, and business decisions required.
• Experience managing agencies, vendors, or third-party partners, including execution support and budget-related coordination, required.
• Proficiency with Microsoft Office required; experience with budget management, reporting, and performance tracking tools preferred.

This position may be available in the following location(s): US Remote 

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

For U.S. locations that require disclosure of compensation, the starting pay for this role is between $140,000.00 and  $165,000.00.  The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors.

U.S. based employees may be eligible for short-term and/or long-term incentives. They may also be eligible to participate in medical, dental, vision insurance, disability and life insurance,  a 401(k) plan and company match, a tuition reimbursement program (select degrees), company holidays, and well-being benefits, among others. U.S. based employees are also eligible to receive sick time, floating holidays and paid vacation.

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To learn more please read Bausch + Lomb's Job Offer Fraud Statement.

Our US Benefit Programs: Employee Benefits: Bausch + Lomb

Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.