Senior Manager, Customer Excellence

Bausch+Lomb Companies Inc.•USA - Remote, OR

1d•$140,000 - $165,000•Remote

About The Position

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. 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.

Requirements

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.
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.
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.

Nice To Haves

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.

Responsibilities

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.