Senior Director Service Growth

Smith+Nephew•Memphis, TN

6d•Hybrid

About The Position

Senior Director, Service Growth, Marketing & Customer Success – Americas Life Unlimited. At Smith+Nephew, we design and manufacture technology that takes the limits off living. We're seeking a strategic and commercially driven Senior Director, Service Growth, Marketing & Customer Success – Americas to lead the growth of our service business across the Americas region. This is a high-impact leadership opportunity for an experienced business leader who can accelerate revenue growth, elevate customer satisfaction, and position service as a key competitive differentiator across our Orthopaedics, Sports Medicine, ENT, and Advanced Wound Management businesses.

Requirements

Bachelor's degree in Engineering, Marketing, Business, or a related discipline.
15+ years of leadership experience within a medical device service, commercial, or sales organization.
Extensive experience leading regional or multi-country business operations.
10+ years of people leadership experience managing high-performing teams.
5+ years of experience in service marketing, commercial excellence, customer success, or related functions.
Proven success driving revenue growth, profitability, and customer satisfaction.
Strong business and financial acumen.
Exceptional communication and executive presentation skills.
Strategic planning and execution capabilities.
Customer-centric leadership.
Analytical and data-driven decision making.
The ability to influence and lead across functions and geographies.

Nice To Haves

MBA or other advanced business degree.
Strong understanding of the medical device industry and service business models.
Experience with Orthopaedics, Sports Medicine, ENT, or Advanced Wound Management markets.
Familiarity with SAP, Salesforce, or similar business systems.

Responsibilities

Develop and execute the Americas Service Growth strategy, including revenue and margin objectives.
Lead service business planning, forecasting, and performance management.
Identify new service opportunities and optimize existing offerings to achieve sustainable growth.
Partner with sales, marketing, operations, and finance teams to maximize service revenue and contract capture rates.
Establish and track key performance indicators to measure business success and support data-driven decision making.
Analyze market trends, customer insights, and competitive dynamics to shape service strategies.
Build and expand a portfolio of value-added service offerings that improve customer outcomes and business performance.
Develop compelling value propositions and pricing strategies across service offerings.
Support the creation of regional and global service marketing plans that drive awareness, adoption, and growth.
Develop and execute customer success strategies that improve engagement, satisfaction, retention, and loyalty.
Build strong relationships with key customers and stakeholders.
Monitor customer experience metrics such as CSAT and NPS and implement improvement initiatives.
Champion the voice of the customer and partner cross-functionally to enhance products, services, and support experiences.
Lead customer onboarding, service adoption, renewal, and expansion efforts.
Lead a high-performing team across service growth, marketing, customer success, customer care, and field operations.
Foster a culture of accountability, innovation, collaboration, and continuous improvement.
Mentor and develop future leaders while driving organizational performance.