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Director, Customer Relationship Management

Requisition Number **2910**

Location **US - Massachusetts : Remote**

State/Territory

Candela Corporation is a leading global aesthetic device company with a comprehensive product portfolio and a global distribution footprint. We are the market leader in the development, manufacturing, and distribution of medical and aesthetic laser and light-based technologies. The Company’s technology enables physicians to provide advanced solutions for a broad range of medical-aesthetic application including hair removal, wrinkle reduction, tattoo removal, improving the skin’s appearance through the treatment of benign vascular and pigmented lesions, and the treatment of acne, leg veins, scarring and other common indications.

Candela develops products for the global aesthetic market. These products begin as concepts developed by Candela’s world-class team of scientists and engineers or as acquired or licensed technologies. These programs are supported by Candela’s global business unit, clinical, regulatory, and quality teams and are managed through our Product Development Process (PDP) and Quality Management System (QMS).

The Company’s headquarters are in Marlborough, Massachusetts, US, with an additional R&D facility in Yokneam, Israel and commercial locations across Asia Pacific, and Europe. Products are sold direct in 18 countries worldwide and through distributors in over 60 others and are supported by field sales, field service, clinical education and marketing organizations.

General Summary

**The Director, Customer Relationship Management** is responsible for leading Candela’s CRM strategy, overseeing CRM marketing communications across existing and prospective customer accounts. This role manages the customer database, the marketing automation platform (Marketo), and drives the planning and execution of content campaigns. The Director plays a pivotal role in supporting product marketing initiatives, new market entries, and ongoing campaign optimization through A/B testing and performance analysis.

Working closely with a cross-functional team of designers and marketers, this individual ensures the creation and implementation of effective templates and marketing assets. The position may include oversight of up to two direct reports and collaborates with the Growth team to eventually manage new account database marketing (e.g., BCG). The Director, CRM, is an integral member of Candela’s global marketing team, helping to shape and execute high-impact, data-driven marketing strategies

Essential Job Responsibilities

1. Develop, lead, and implement Candela’s CRM strategy and execution for Candela’s new initiatives

2. Drive excellence in creative and copy through thoughtful segmentation and testing

3. Work with designers and copywriters to come up with and implement new content

4. Manage and create new HTML templates, triggers and audiences

5. Track performance using email and customer conversion KPIs, sharing reporting and insights to help us make better decisions over time

6. Manage CRM marketing calendar, making updates and changes as needed and communicating them internally

Knowledge/Educational Requirements

• Bachelor’s degree in business administration, public relations, communications, or marketing (digital)

+ Five plus (5+) years of experience running email marketing and/or SMS marketing.

+ Familiarity with our email and data tools: Customer.Io, Sendgrid, Twilio, Looker and others

+ Great communication skills - you can work autonomously as well as collaboratively across product, marketing, creative, engineering and sales.

+ Analytical, creative, and organized with strong problem-solving skills, attention to detail, and time management abilities

+ Demonstrated business acumen - ability to identify customer trends

+ Thorough knowledge of marketing principles, brand, product and service management

+ Demonstrated experience collaborating with team members and internal clients

+ Exhibits conceptual thinking capability to solve complex problems

+ Effectively able to deal with managing conflict.

+ Provides analytical insights to the competitive environment – understands key business drivers.

+ Works effectively within a matrixed, global organization; leads team, builds internal/external relations, demonstrated influencing, negotiation, critical thinking, and collaboration skill sets to drive decisions, and establish credibility.

+ Ability to independently and simultaneously lead multiple projects, self-motivated and entrepreneurial with strong multi-tasking skills, organized and attentive to details.

+ Must be results & action oriented, ‘roll up the sleeves’ type individual and able to get organization excited and focused on execution.

+ Able to work in an environment where sharing responsibility for success and failure of others on the team

+ Conversant in the English language, verbal/written communication; exhibits excellent presentation, analytical and organizational skills. Additional language skills a strong plus.

_This job description is not all inclusive and is intended to capture a majority of the job functions. Special projects and other tasks may be required by management._