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Post Purchase Customer Communications Product Management

Company: Henry Schein
Location: Melville
Posted on: June 8, 2021

Job Description:

JOB OVERVIEW:

This position is responsible for the product roadmap, administration, ongoing support activities and for leading all enhancement efforts for the Narvar Post-Purchase Customer Communications platform at Henry Schein. The Post-Purchase Communications Administrator provides support across multiple business units at Henry Schein.

KEY RESPONSIBILITIES:

  • Product Roadmap - Define and prioritize enhancements to the customer communications platform including the Henry Schein system and data feed to Narvar based on business need and priority leveraging upgrades, expanded capabilities or new technologies and products offered by Narvar.
  • Serve as the business lead for system integrations with the platform and collaborate with IT to build and release new features with Narvar.
  • Ensure that the Narvar platform is supporting key business processes including the Web site (line item and order status tracking).
  • Manage Delegated Environment - Provide central coordination, administration and support for delegated users.
  • Manage and provision user licenses and permissions.
  • Manage partner relationship with platform provider for day to day business operations. Serve as primary point of contact with Narvar and IT regarding support issues.
  • Partner with IT to ensure that connectivity is maintained with Narvar.
  • Develop business requirements documentation and collaborate with IT on functional requirements documentation for platform enhancement initiatives, soliciting input and buy in from key stakeholders.
  • Training - Provide user access, onboarding, and refresher training on the Narvar system to users across Henry Schein. Key training areas will be on uploading and updating assets for ads and promotions for Track page and Emails.
  • Consistency and re-usability ensure that the post order customer communications system capabilities are managed as a shared service for Henry Schein.
  • Create a community of delegated Narvar users, facilitate meetings, identify best practices, share updates on best practices outages, maintenance, upgrades and newly introduced features and functionality.
  • Provide reporting metrics and key performance indicators on a regular basis and to communicate as needed data to business groups and leadership.
  • Help Desk - provide "help desk" style support to community of Narvar users; serve as key point person for all internal teams and businesses to address any issues related to Narvar. Escalate and follow-up as required for resolution.

KNOWLEDGE:

Senior level professional; knowledge and full understanding of one or more disciplines and good knowledge of organization, processes and customers. Good judgment, strong analytical ability, evaluation, originality and ingenuity required to perform tasks. Know and apply the fundamental concepts, practices, and procedures of a particular field. Resolve issues and assignments in creative ways. Some assignments may be broad in nature. May serve as a resource to others to resolve complex problems and issues. May take on project co-lead role as required.

COMPLEXITY:

Work on problems of diverse scope and moderate impact where analysis of data requires a review of a variety of factors. Use best practices and knowledge of business strategy to solve complex problems; recommend solutions to business challenges. Demonstrate good judgment in selecting methods and techniques for obtaining solutions. Network with senior internal and external personnel in own area of expertise.

SUPERVISION:

Receive minimal instruction on day-to-day work and general instruction on new projects or assignments. May act as a resource to provide informal guidance for TSMs with less experience. Assignments can be broad in nature.

MINIMUM WORK EXPERIENCE:

Typically 5 to 7 or more years of increasing responsibility in terms of any applicable professional experience.

PREFERRED EDUCATION:

Typically a Bachelor's Degree or global equivalent in related discipline. Master's degree or global equivalent a plus. May hold one or more industry certifications; professional certification may be required to advance.

GENERAL SKILLS & COMPETENCIES:

  • Strong understanding of industry practices
  • High proficiency with tools, systems, and procedures
  • Good planning/organizational skills and techniques
  • Good decision making, analysis and problem solving skills with ability to multi-task
  • Strong verbal and written communication skills
  • Good presentation and public speaking skills
  • Good interpersonal skills
  • Good conflict resolution skills and ability to deliver difficult messages
  • Ability to build partnerships at all levels within the company, begin to build partnerships externally
  • Resolve complex issues in effective ways

SPECIFIC KNOWLEDGE & SKILLS:

  • Deep knowledge of post-purchase communications platform; experience with Narvar system strongly preferred.
  • Product Roadmap development
  • Project management; program management skills
  • Administration, systems training and support
  • Ability to act as liaison between internal teams as well as 3rd party partner
  • Analytics - reporting and analysis, preparation of Dashboards providing metrics for key performance indicators

PERFORMANCE REQUIREMENTS:

Typically, to advance to a new job level, TSMs must demonstrate professional behavior and should consistently be at the high-end of meets expectations or consistently exceed expectations.

TRAVEL / PHYSICAL DEMANDS:

Travel typically less than 10%. Office environment. No special physical demands required.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.

For more information about career opportunities at Henry Schein, please visit our website at: www.henryschein.com/careers

Keywords: Henry Schein, New Haven , Post Purchase Customer Communications Product Management, Other , Melville, Connecticut

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