Hybrid Marketing & Customer Experience Manager

Peak Scientific, Inc.; Erskine; Hybrid; GBP 81,000 - 103,000; Full time

Job summary

Peak Scientific in Westford, MA is seeking a Marketing & Customer Service Manager to lead regional marketing and customer service activities. The role drives demand generation, customer acquisition and best-in-class service, coordinating events, campaigns and partner activities to maximize ROI.

You will oversee regional teams, ensure ISO 9001:2015 compliance, manage KPIs such as NPS, and report to the General Manager.

Qualifications

• 5+ years in marketing and/or customer service management.
• Technical ability to oversee current activity and drive progress.
• Experience with ISO 9001:2015 standards.
• Experience with Zendesk customer service platform.
• Strong understanding of NPS and customer service best practice.
• Excellent organizational skills and attention to detail.
• Ability to present information clearly to stakeholders.
• Experience in marketing strategy and execution.
• Ability to lead and develop a team.
• Life sciences or commercial experience advantageous.

Responsibilities

• Lead regional marketing and customer service teams with objectives aligned to GM and Group Head of Marketing.
• Drive promotional activities to raise awareness of PEAK Group products.
• Ensure ISO:9001 2015 SOP compliance for complaints and feedback handling.
• Analyze root causes and implement resolutions with stakeholders.
• Monitor NPS and customer service practices; ensure Zendesk adherence.
• Develop local customer journey maps and implement improvements.
• Report complaints, NPS, and resolutions to leadership.
• Drive demand generation and new customer acquisition with regional sales.
• Collect and share market/competitor/customer insights to inform strategy.
• Localize marketing to regional markets and channel partners.
• Manage regional marketing budget to KPIs and ROI.

Skills

Marketing management

Customer service

ISO 9001 familiarity

Zendesk experience

NPS knowledge

Team leadership

Organizational skills

Communication skills

Marketing execution

Life sciences familiarity

Tools

Zendesk

Job description

Peak Scientific in Westford, MA is seeking a Marketing & Customer Service Manager to lead regional marketing and customer service activities. The role drives demand generation, customer acquisition and best-in-class service, coordinating events, campaigns and partner activities to maximize ROI.

You will oversee regional teams, ensure ISO 9001:2015 compliance, manage KPIs such as NPS, and report to the General Manager.