Dechra

Vacancies

Director of Customer Marketing & Operations

Job Introduction

Thanks for checking out our vacancy, we're delighted you want to learn more about Dechra!

Dechra is a growing, global specialist within the world of veterinary pharmaceuticals. Our expertise is in the development, manufacture, marketing and sales of high quality products exclusively for veterinarians worldwide .

Here at Dechra, our values are embedded within our culture and thrive within our family of almost 2000 colleagues globally . From manufacturing to marketing, (D)edication, (E)njoyment, (C)ourage, (H)onesty, (R)elationships and (A)mbition are at the heart of our everyday operations and the way we do business

The Opportunity

The Director of Customer Marketing & Operations is a key strategic and operational leader responsible for driving marketing efficiency, team performance, and customer -centric initiatives that fuel growth and loyalty. This dual-focused role balances operational rigor with creative execution - ensuring excellence in process design, team optimization and campaign execution while building and nurturing deep, lasting customer relationships. This leader will oversee the development and execution of customer marketing programs including personalized campaigns, loyalty strategies, advocacy programs and customer communications. On the operational side, the director is responsible for implementing standardized operating procedures (SOPs), optimizing workflows, managing marketing operations platforms, and continuously enhancing team effectiveness. The Director of Customer Marketing & Operations will partner cross-functionally with Sales, Marketing, Strategic Partnerships and Retail, and Veterinary Technical Services team to ensure an aligned, streamlined, and customer-first approach to business strategy.

So, what will you be doing? This role has a broad and varied scope and the successful candidate will have responsibility for duties including:

Operational Leadership & Optimization:

• Establish and enforce operational processes, standards, and SOPs to enhance team efficiency and scalability
• Identify and implement tools, systems and workflows to optimize campaign execution, lead management and performance tracking
• Lead the development and implementation of sales strategies, processes, and tools to support revenue growth
• Partner with members of the Strategic Partnerships Leadership Team to develop forecasting models and ensure data accuracy across systems (Salesforce)
• Own sales performance metrics and dashboards, providing actionable insights to leaders and executives
• Manage and streamline the sales process from lead generation to deal closure
• Oversee sales planning, including quota setting, territory design, and compensation structure alignment
• Coordinate cross-functional projects with Sales, Marketing, Finance and Veterinary Technical Services to support customer initiatives with a focus on operational excellence and agility.

Customer Marketing Strategy & Execution:

• Develop and lead customer marketing programs to increase product adoption, customer satisfaction, and overall value.
• Create and manage customer lifecycle marketing strategies (onboarding, engagement, renewal, and advocacy).
• Launch and scale customer advocacy programs (e.g., case studies, testimonials, references, user groups).
• Design and execute multi-channel campaigns (email, in-app, webinars, events) to drive upsell, cross-sell, and retention.
• Establish metrics and KPIs to measure program effectiveness and ROI, and report to executive stakeholders.
• Identify customer segmentation strategies and implement targeted campaigns for different segments.
• Manage and grow a team of customer marketers and/or external vendors and agencies.

Customer Communications & Experience:

• Oversee customer communications strategy, ensuring clear, compelling and consistent messaging across all touchpoints
• Lead the development of communication journeys for onboarding, engagement and re-engagement
• Partner with internal stakeholders to ensure communications address customer needs
• Monitor customer feedback and engagement metrics to optimize content and delivery channels

Cross-functional & Stakeholder Collaboration:

• Incorporate commercial, clinical, and customer insights into marketing and operational planning.
• Serve as a strategic partner and bridge to Sales, Marketing, Strategic Partnerships & Retail, and Veterinary Technical Services to ensure aligned go-to-market execution
• Represent the voice of the customer in strategic discussions and product lifecycle planning.
• Facilitate knowledge sharing, planning cycles and execution alignment across departments.

Data-Driven Leadership:

• Translate business goals into integrated customer engagement strategies supported by data and insights
• Partner with Analytics and CRM teams to define KPIs and measure the effectiveness of programs, ensuring data-driven decision making.
• Use insights to optimize customer segmentation, targeting and personalization strategies
• Regularly present findings and recommendations to senior stakeholders to support strategic planning and continuous improvement

Here at Dechra we pride ourselves on being an inclusive employer and we embrace candidates from all walks of life. We're particularly excited to hear from those who have/are:

• Bachelor's Degree in Business, Marketing, Finance or related field
• At least 8 Years of experience in Sales Operations or Revenue Operations, with at least 3 years in Leadership
• Experience leading a Medical or Corporate Accounts Team preferred
• Valid Driver's License and able to drive a vehicle
• Strong operational mindset with a proven track record in process optimization, SOP development and marketing/sales workflow management
• Deep understanding of customer engagement strategies, loyalty programs and personalized marketing
• Strong leadership, communication and stakeholder skills
• Strong knowledge of CRM and Sales Tools (Salesforce, Excel, etc.)
• Exceptional analytical and problem-solving skills
• Travel: 30%

As a people first values-based culture, we provide free weekly wellness sessions focused on our employee's physical and mental wellbeing, and flexible work arrangements . We offer a generous employer 401k match and an other incentives for long-term financial wellness. Our full array of health, financial and voluntary benefit programs are what you would expect from a recognized Best Place to Work .