Amgen

Senior Manager, Customer Engagement

Employer
Amgen
Location
Thousand Oaks, CA, US
Posted
Mar 22, 2019
Ref
R-69168
Required Education
Masters Degree/MBA
Position Type
Full time
Job Summary

Amgen is looking for a Senior Manager Customer Engagement to be part of the newly created Marketing Excellence team within the Center of Commercial Excellence. The Senior Manager will partner with our brand teams and other CCEO partners to drive strategic journey creation across audiences and ensure the journey is driving the media, content and execution of our commercial programs. They will develop the end to end customer engagement data driven plan for Amgen's US business and develop best practices in how we should engage with our customers and payers effectively and successfully. They will understand their business unit's strategic imperatives and ensure that the work we deliver is driving to those imperatives using journey work to guide the process. They will understand and translate patient experiences throughout their stages of interaction with health systems and identify opportunities to improve the customer experience. They will also work closely with the marketing delivery team to execute, measure and optimize the customer engagement programs. This position reports to the Director of Marketing Engagement and partners closely with the Senior Manager of Media and Senior Manager of Content.

Job responsibilities include:
  • Ensure the voice of customers and patient needs are being considered in brand's outreach and engagement efforts
  • Work closely with the brand marketers to understand brand strategy and strategic imperatives and apply to journey
  • Partner with voice of consumer team to design and interpret ethnographic research, interpret patient behavioral data and patient social media trends to inform customer need states and design the future engagement strategy
  • Sherpa the journey process annually ensuring the right partners are involved at the right times and manage the iterations, outputs and outcomes.
  • Identify HCP and Patient needs states and map out, quantify and prioritize moment of receptivity to maximize brand engagement
  • Partner with the CRM team and brand marketers to craft strategic, personalized outreach that keeps patients engaged throughout the care journey, as well as implement programs that fill potential gaps in the care experience.
  • Develop Amgen's capabilities in patient/HCP journey mapping and standardize best practice across US business
  • Develop an environment of best practice sharing and standardization across brands
  • Some Travel Required


Basic Qualifications
  • Master's or Doctorate degree and 6-8 years in Strategic/Account Planning at an agency, or strategic marketing, planning, media, communication strategy or content development role in a customer facing industry OR
  • Bachelor's degree and 8-10 years of Strategic/Account planning at an agency, DTC Marketing experience, Market/ethnographic research roles at an agency or in DTC marketing or CPG marketing
  • Degree in health, psychology or behavioral sciences preferred
  • Expertise with Journey mapping/customer blueprinting ideal


Preferred Qualifications
  • Ability to tell a compelling story around patient engagement driven by data and a deep understanding of the patient journey
  • Comfortable working in the 'grey area' and defining and building capability
  • Ability to quickly consume large amount of data and draw insights that drive the business forward, comfort working in a large matrixed organization
  • Learning agility and emotional intelligence
  • Understanding of Salesforce and CRM strategy
  • Strategic Planning experience at an agency and/or consumer behavior experience
  • Executive presence: can quickly establish credibility with and influence ED / VP level staff
  • Excellent oral, written and presentation skills with ability to explain complex concepts clearly to a variety of audiences, including senior management
  • Skill in handling multiple responsibilities, priorities, tasks and projects simultaneously
  • Strong Business Acumen: understands both the markets, brands and broader context (internal and external) of the business - can translate research insights and findings into realistic, actionable recommendations
  • Experience managing outside vendors
  • Experience with creative advertising and media agencies, US market payor / access environment and relevant Amgen therapeutic knowledge are considered a plus


Amgen is committed to unlocking the potential of biology for patients suffering from serious illnesses by discovering, developing, manufacturing and delivering innovative human therapeutics. This approach begins by using tools like advanced human genetics to unravel the complexities of disease and understand the fundamentals of human biology.

Amgen focuses on areas of high unmet medical need and leverages its expertise to strive for solutions that improve health outcomes and dramatically improve people's lives. A biotechnology pioneer since 1980, Amgen has grown to be one of the world's leading independent biotechnology companies, has reached millions of patients around the world and is developing a pipeline of medicines with breakaway potential.

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