Customer Engagement Manager

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

The Advanced Wound Management (AWM) Customer Engagement Manager leads the development of our customer journeys and content strategies, ensuring a consistent, engaging experience across all channels and brands.

Step into a role where storytelling meets science, and every campaign has the power to change lives. As our new Customer Engagement Manager, you’ll be at the heart of a mission that matters—connecting healthcare professionals, patients, and stakeholders with innovative wound care solutions that make a real difference.

Reporting to the Global Marketing Communications Director, you’ll become the architect of compelling, multichannel campaigns that don’t just inform—they inspire action. You’ll collaborate across teams and agencies to craft content that resonates at every stage of the customer journey, from first glance to final decision. Whether it’s a digital touchpoint, a printed piece, or a face-to-face interaction, your work will ensure our message is clear, consistent, and deeply human.

In this role, you’ll shape the voice of our brand, define content strategies, and bring our value propositions to life across digital, print, email, and live experiences. Working closely with our Digital Campaign Manager, you’ll ensure every message aligns with our strategy, meets regulatory standards, and reflects the trust our customers place in us.

What will you be doing?

• Shaping the customer journey – You’ll map out how customers interact with us at every stage, from first hearing about us to making a decision, and ensure we’ve got the right content at each step.
• Driving multichannel campaigns – You’ll lead how we communicate across digital, print, email, and in-person channels to make sure our messages land with impact.
• Collaborating with creative minds – Working closely with global marketing, comms, and digital teams, you’ll help shape campaign ideas and bring them to life.
• Creating standout content – From websites and emails to brochures and videos, you’ll help craft content that speaks to our audience and fits seamlessly into our strategy.
• Managing projects with precision – You’ll coordinate with internal teams and external partners to deliver high-quality, on-brand content—on time and on budget.
• Owning event communications – You’ll take the lead on messaging for major conferences and internal events, ensuring everything is aligned and well-briefed.
• Aligning with digital strategy – Partnering with the Digital Campaign Manager, you’ll make sure all content fits into the bigger digital picture.
• Keeping us compliant – You’ll ensure all content meets regulatory standards, with accurate referencing and proper approvals in place.
• Supporting brand growth – You’ll develop content that not only supports individual brands but also strengthens our cross-brand marketing efforts.

What will you need to be successful?

To succeed in this role, you’ll need a degree in Communications, Marketing, or a related field, and/or solid experience in marketing communications—ideally within healthcare, medical devices, or pharma. Familiarity with wound care or clinical settings is a plus.

You should be confident using Microsoft Office, and some knowledge of design tools like Photoshop or InDesign is helpful. Strong organisational skills, a collaborative approach, and the ability to manage multiple projects are essential. You’ll also need to be proactive, adaptable, and comfortable working in a fast-paced, matrixed environment.

Strategic thinking, creative problem-solving, and a passion for storytelling will help you deliver content that connects and drives engagement.

You. Unlimited

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 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 and a car allowance.
• 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.

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