Customer Service, Sales & Marketing Manager

POSITION SUMMARY:

We are seeking a dynamic and experienced Customer Service, Sales & Marketing Manager to lead our international markets outside the U.S. The ideal candidate will have 3–5 years of experience managing staff and projects, with a proven track record in contract negotiation with both direct distribution and OEM customers. Prior experience in sales and marketing within the ophthalmic surgical device industry is essential.

ESSENTIAL FUNCTIONS:

Sales, Marketing, and Administrative Support

• Serve as the primary point of contact for customer support needs
• Process orders and coordinate shipments
• Handle customer complaints and issue resolution
• Maintain and assist with global price lists
• Collect and apply customer payments
• Conduct distributor and post-market surveys
• Assist in distributor selection
• Manage trade show logistics, booth setup, and marketing materials
• Follow up on sales leads and explore social media to increase brand awareness
• Analyze revenue trends and support reporting
• Contribute broadly to sales, marketing, and administrative operations

Distributor Network Expansion

• Develop and execute strategies to grow the distributor network in international markets
• Identify, onboard, and maintain relationships with high-potential distributors
• Provide training, resources, and ongoing support to distributor partners
• Evaluate distributor performance and adjust strategies to improve outcomes
• Lead planning and execution for industry trade shows (e.g., AAO, ESCRS)

Channel Management

• Oversee and optimize sales channels, including direct sales and distributor networks
• Collaborate with marketing on campaigns that drive engagement and conversions
• Build and manage strategic channel partnerships
• Monitor channel performance and use data to refine sales strategies

Regulatory Compliance and Product Registration

• Ensure compliance with regulatory requirements in target international markets
• Manage the full product registration process from submission to approval
• Coordinate with legal, regulatory, and QA teams for timely product availability
• Work with distributors to prepare and submit necessary documentation
• Monitor regulatory updates and adjust strategies accordingly

Product Line Expansion and Modification

• Lead initiatives to expand and improve the product line
• Identify opportunities for new products or enhancements based on market insights
• Collaborate with R&D, marketing, and sales to launch new products
• Oversee product introduction to ensure adoption by distributors and customers

Other Responsibilities

• Perform additional duties as assigned to support business objectives
• Travel domestically and internationally as required

EDUCATION, EXPERIENCE AND SKILLS REQUIRED:

• Bachelor’s degree in Business Administration, Marketing, or a related field; MBA or relevant advanced degree preferred
• 3-5 years of professional experience in sales and marketing, focusing on international markets and distributor management within the medical device industry, particularly ophthalmology
• Proven experience in contract negotiation with direct distribution and OEM customers
• Strong leadership and team management skills
• Excellent communication, negotiation, and interpersonal skills
• Self-starter who identifies issues, opportunities, and needs independently; takes initiative and executes plans without supervision
• Strong understanding of product positioning and strategic marketing principles
• Ability to travel internationally as needed