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.

What will you be doing?

As the leader of Service Growth, Marketing & Customer Success for the Americas, you will develop and execute strategies that drive profitable service growth while enhancing the customer experience throughout the lifecycle of our products and solutions.

Drive Service Business Growth

• 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.

Lead Service Marketing & Commercial Excellence

• 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.

Elevate Customer Success

• 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.

Inspire & Develop Teams

• 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.

What will you need to be successful?

• 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.

Preferred Experience

• 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.

What sets you apart?

You are a strategic thinker and transformational leader who combines commercial acumen with a passion for delivering exceptional customer experiences. You are comfortable operating in a fast-paced, complex environment and have a track record of turning insights into action while building strong cross-functional partnerships.

We are looking for someone who demonstrates:

• 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.

Travel

• Up to 33% travel required

You Unlimited.

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

• Inclusion and Belonging- Committed to Welcoming, Celebrating and Thriving on Inclusion and Belonging, Learn more about Employee Inclusion Groups on our website (https://www.smith-nephew.com/ ).
• Your Future: 401k Matching Program, 401k Plus Program, Employee Stock Purchase Plan, Tuition Reimbursement  
• Work/Life Balance: Flexible Personal/Vacation Time Off, Paid Holidays, Flex Holidays, Paid Community Service Day  
• Your Wellbeing: Medical, Dental, Vision, Health Savings Account (Employer Contribution of $500+ annually), Employee Assistance Program, Parental Leave, Fertility and Adoption Assistance Program 
• Flexibility: Hybrid Work Model (For most professional roles)  
• Training: Hands-On, Team-Customized, Mentorship  
• Extra Perks: Discounts on fitness clubs, travel and more!  

Smith+Nephew provides equal employment opportunities to applicants and employees without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability.