Customer Engagement Manager

Smith & Nephew; Watford; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading medical devices company is seeking a Customer Engagement Manager to enhance their presence in the UK. This role blends marketing, project management, and customer engagement skills to develop effective strategies with healthcare professionals. The ideal candidate will have a marketing mindset, project management experience, and a background in the healthcare or medical devices industry. Offering a hybrid work model along with generous perks including bonuses, healthcare plans, and flexible vacation options.

Benefits

Generous annual bonus

Flexible vacation and time off

Private health and dental plans

Discounts on gyms and fitness clubs

Qualifications

• Proven ability to design and deliver impactful engagement strategies.
• Experience working with internal stakeholders across multiple functions.
• Strong communication and negotiation skills.

Responsibilities

• Lead development of cross-functional KOL strategy across the UK.
• Map and nurture relationships with influential healthcare professionals.
• Create structured engagement plans to drive policy and practice.

Skills

Marketing mindset

Project management skills

Excellent communication

Customer facing experience

Analytical thinking

Job description

Life. Unlimited. At Smith+Ne phew we design and manufacture technology that takes the limits off living.

We’re investing in the future of surgical intervention and post-operative therapy, and this is your opportunity to be part of something truly impactful. We are looking for a Customer Engagement Manager to join our UK based team, covering the UKINOR. This is not a traditional marketing role, it’s about blending marketing, project management, and customer facing expertise to create meaningful engagement with customers and key opinion leaders. If you thrive on collaboration and influencing change, this is the role for you.

What will you be doing?

You will lead the development and execution of a cross-functional Key Opinion Leader (KOL) strategy across the UK. Your work will involve mapping and nurturing relationships with influential healthcare professionals, creating structured engagement plans, and ensuring evidence-led advocacy drives policy and practice. You will collaborate closely with Marketing, Medical Education, Market Access, and Sales to turn strategy into action, supporting sustainable growth and advancing our market presence.

What will you need to be successful?

Success means becoming a trusted partner to healthcare leaders and a catalyst for change. You will need:

• A marketing mindset with proven ability to design and deliver impactful engagement strategies
• Strong project management skills and experience working with internal stakeholders across multiple functions
• Excellent communication and negotiation skills to engage confidently with stakeholders at all levels
• Customer facing experience is a must, the role is primarily marketing-focused, requiring creativity and analytical thinking.
• Previous experience within the medical devices or healthcare industry is required, with orthopaedics being ideal; surgical backgrounds are also a bonus!

You. Unlimited.

Inclusion and Belonging: Committed to welcoming, celebrating and thriving on inclusion and belonging. Learn more about our Employee Inclusion Groups on our website (www.smith-nephew.com)

Your Future: Generous annual bonus and pension schemes, Save As You Earn share options.

Work/Life Balance: Flexible vacation and time off, paid holidays and paid volunteering hours, so we can give back to our communities.

Your Wellbeing: Private health and dental plans, healthcare cash plans, income protection, life assurance and much more.

Flexibility: Hybrid working model (for most professional roles).

Training: Hands-on, team-customised, mentorship.

Extra Perks: Discounts on gyms and fitness clubs, salary sacrifice bicycle and car schemes and many other employee discounts.

Sales/Field Based roles: Choose between a company car or a generous cash car allowance.

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