Director, CRM and Customer Experience

Director, CRM and Customer Experience

Bring more to life.

Beckman Coulter Diagnostics is part of Danaher. Our work saves lives and we are committed to innovation. You’ll thrive in a culture of belonging where your unique viewpoint matters. By harnessing Danaher’s system of continuous improvement, you help turn ideas into impact at the speed of life.

As a global leader in clinical diagnostics, Beckman Coulter Diagnostics has challenged convention for more than 90 years. Our diagnostic solutions are used in routine and complex clinical testing in hospitals, reference labs, research labs, and physician offices worldwide. Each hour, more than one million tests run on our systems impact 1.2 billion patients and over three million clinicians per year.

Learn about the Danaher Business System, which makes everything possible.

The Director, CRM and Customer Experience establishes the business capabilities‑based technology roadmap, architecture principles, standards, and best practices. The leader drives the organization to deliver core digital services supporting the BEC customer journey, partnering with field sales, service, Client Services Department (CSD), and end customers for the eCommerce/Web portal platforms such as , Oracle Configure Price Quote (CPQ), Servicemax, eStore/PIM, and Sitecore.

This position reports to the Chief Information Officer and is part of the IT Leadership Team located in Brea, California. It is an on‑site role.

• Provide leadership and governance over Global IT Enterprise Architecture, leading a virtual Solution Architect team and contributing to the annual business capabilities gap assessment and technology roadmap.
• Partner with senior IT and business leaders in assessing, selecting, deploying, sustaining, and sun setting enterprise platforms and executing digital transformation.
• Lead the overall technical strategy, design, and implementation of CRM capabilities and integration of  into 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, improving operational excellence of marketing and web order management systems, increasing visibility into eCommerce, enforcing PCI‑DSS and SOX compliance, and streamlining web operations to improve OTD metrics and customer experience.
• Provide technical/functional leadership and oversight to team members on activities such as:
  • Development and maintenance of Customer‑facing Identity management, including Keycloak enhancements and processes/APIs that support eStore and Beckman Coulter’s public‑facing applications (DxOne, IQAP, Learning systems, etc.).
  • Developing an overall CRM and customer 360 strategy and roadmap to meet Dx and LS stakeholder needs.
• Work with other executives to prioritize initiatives and spend based on risk management and 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 a bachelor’s degree or 18+ years with a master’s/doctoral degree of relevant IT work experience, including 6+ years managing people.
• Degree in computer science or business administration.

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

Beckman Coulter Diagnostics, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job.

The annual salary range for this…