Service Growth Director - Emerging Markets

Service Growth Director - Emerging Markets UAE

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

The Director of Global Service Growth of Emerging Markets will be responsible for driving service revenue and margin growth and all regional marketing activities through collaboration with S+N global and regional sales and marketing teams. This role involves working with all S+N divisions to enhance and expand service offerings and capabilities for our customers, ultimately increasing revenue & customer satisfaction. The Director will also manage field and remote support teams, build an extensive portfolio of value-added services globally, and establish a holistic end-to-end approach, including designing, developing, and implementing marketing programs and pricing strategies.

What will you be doing?

Growth Responsibilities

• Design and manage a global/regional Strategic Service Growth Plan with the service operations team to clearly define projects, measures, and objectives, along with revenue and margin milestones. This includes developing and implementing strategies to grow the service business, identifying new service opportunities, and optimizing existing offerings.
• Lead a highly driven team of leaders in growth areas: sales, downstream marketing, service field operations, and customer care/success.
• Work closely with sales and marketing teams to drive alignment, service growth, and support, ensuring successful growth across functions. Make service a differentiator, positioning it as a winning function compared to competitors. Participate in all key capital projects that include service as a requirement

• Drive lead generation and contract capture rate growth using marketing strategies.
• Implement standardized warranty coverage and service contract offerings, including terms and conditions, across the network. Ensure S+N has appropriate controls in place for both warranty and service contract rejections and approvals. Review and enhance annually as needed.
• Enhance and expand Field and Remote Service Support by streamlining operations to improve efficiency, enhance service quality, increase customer satisfaction, and drive service sales. Establish key KPIs to measure the effectiveness of Field and Remote Service Support operations.
• Build and maintain strong relationships with key customers to understand market needs and ensure high levels of customer satisfaction.
• Partner with Finance to improve current financial systems to minimize revenue leakage and develop reporting mechanisms to monitor service growth.
• Set and monitor key leading and lagging performance indicators (KPIs) to track the success of service growth initiatives and make data-driven decisions.
• Lead and mentor a team of service professionals, providing guidance and support to achieve growth objectives.
• Collaborate closely with other departments such as sales, marketing, and product development to align service growth strategies with overall business goals.
• Manage budgets and financial performance related to service growth initiatives.
• Prepare reports and presentations for senior management, highlighting progress, challenges, and opportunities related to service growth.
• Ensure customer satisfaction through feedback mechanisms.

Marketing Responsibilities:

• Analyze market trends, customer needs, and the competitive landscape to inform service growth strategies.
• Build a portfolio of service offerings, including new value-added services, to drive year-over-year service growth and improve customer satisfaction.
• Establish clear value propositions for all service offerings across products to differentiate S+N from competitors.
• Track contract capture rates for Service across key business units and develop strategies to increase these rates.
• Analyze service pricing across various segments and take necessary action to achieve expected business results.
• Support the development of sales and marketing plans for Global/Regional Service Business.
• Develop customer insights and industry benchmarking to ensure competitive service offerings.
• Lead business service planning and forecasting in collaboration with Finance Business Partners to deliver commercially focused input to the global/regional service strategy and set appropriate performance targets aligned with business expectations.
• Work closely with global/regional service centers and sales teams to identify additional business opportunities and needs with existing or new accounts.

What will you need to be successful?

• Bachelor’s degree or similar in Engineering, Marketing or related field, preference Master's in Business Administration (MBA)
• Must have managed & lead a team/division for a Medical Devices Services or Sales business for at least 15 years, at a cluster or regional level with 10 years in leading business teams roles (sales desired) and minimal of 5 years in marketing.
• Sound analytical and communication skills | Must be flexible and work analytically in a problem-solving, results oriented environment | Innovative and creative – must be open to new and different ideas and be flexible in approaches | Detail oriented with ability to independently validate / triangulate data and analysis | Ability to manage multiple priorities in a fast-paced environment is crucial to the job | Self-motivated and can work independently | Exhibits a sense of urgency for goal achievement with a strong commitment to results | Demonstrate strong accountability | Excellent written, presentation and verbal communication skills |Ability to travel as needed
• Strong understanding of Ortho/Sports devices industry and the associated technical Service business, Working SAP/SFDC Knowledge is desirable

We believe in creating the greatest good for society.  Our strongest investments are in our people and the patients we serve. 

• Inclusion, Diversity and Equity: Committed to Welcoming, Celebrating and Thriving on Diversity, Learn more about our Employee Inclusion Groups on our website (https://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.

Stay connected and receive alerts for jobs like this by joining our talent community.

We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day.

Check our Glassdoor page for a glimpse behind the scenes and a sneak peek into You Unlimited, life, culture, and benefits at S+N.

Explore our new website and learn more about our mission, our team, and the opportunities we offer.

Stay connected and receive alerts for jobs like this by joining ourtalent community.

We're more than just a company - we're a community! Follow us on LinkedIn to see how we support and empower our employees and patients every day. 

Check ourGlassdoor page for a glimpse behind the scenes and a sneak peek into You. Unlimited., life, culture, and benefits at S+N.

Explore our new website and learn more about our mission, our team, and the opportunities we offer.