Senior Manager Customer Engagement

Amgen provides a collaborative and creative culture in a company with a strong track record of innovation. Our culture encourages open dialogue and diverse views to land on the best solutions, and we help ensure our staff are equipped to excel today and tomorrow.

Amgen is looking for a Senior Manager Customer Engagement to be part of the newly created Marketing Excellence team. The Senior Manager will partner with our brand teams and other Marketing Excellence 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 standard methodologies 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 these inputs process. They will partner with brand and agency teams to generate/refine brand stories and positionings, while ensuring they are demonstrated throughout the brand communications ecosystem. They will understand and translate patient experiences throughout their stages of interaction with health systems and find opportunities to improve the customer experience. They will also work closely with the marketing delivery team to execute, measure and optimize customer engagement programs. This position reports to the Director of Marketing Engagement and partners closely with the Commercial Data and Analytics team.

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 (Health Care Professionals) and Patient needs states and map out, quantify and prioritize moment of receptivity to maximize brand engagement
• Partner with the CRM (Customer Relationship Management) 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.
• Provide guidance and standard methodologies for the development and utilization of brand positioning and brand story work, while ensuring these inputs are properly demonstrated in brand strategy work and tactical planning
• Develop Amgen's capabilities in patient/HCP journey mapping and standardize standard methodology across US business
• Develop an environment of standard methodology sharing and standardization across brands
• Some Travel Required

Basic Qualifications

Doctorate degree and 2 years of marketing, strategic account planning and/or commercial operations experience
Or

Master's degree and 4 years of marketing, strategic account planning and/or commercial operations experience
Or

Bachelor's degree and 6 years of marketing, strategic account planning and/or commercial operations experience
Or

Associate's degree and 10 years of marketing, strategic account planning and/or commercial operations experience
Or

High school diploma / GED and 12 years of marketing, strategic account planning and/or commercial operations experience

Preferred Qualifications

• Master's or Doctorate degree and 6+ years in Strategic Account Planning, strategic marketing, planning, media, communication strategy or content development role in a customer facing industry
• Bachelor's degree and 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
• Expertise with Journey mapping/customer blueprinting
• 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
• Strategy 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 Eye For Business: 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

We understand that to successfully sustain and grow as a global enterprise and deliver for patients - we need to ensure a diverse and inclusive work environment.

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.

Join Us

If you're seeking a career where you can truly make a difference in the lives of others, a career where you can work at the absolute forefront of biotechnology with the top minds in the field, you'll find it at Amgen.

Amgen, a biotechnology pioneer, discovers, develops and delivers innovative human therapeutics. Our medicines have helped millions of patients in the fight against cancer, kidney disease, rheumatoid arthritis and other serious illnesses.

As an organization dedicated to improving the quality of life for people around the world, Amgen fosters an inclusive environment of diverse, ethical, committed and highly accomplished people who respect each other but compete intensely to win. Together, we live the Amgen values as we continue advancing science to serve patients.

Amgen is an Equal Opportunity employer and will consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.