US Marketing Operations & Innovation Senior Manager, Omnichannel CRM, Cardiovascular

Thousand Oaks, CA, US
Oct 21, 2020
Required Education
High School or equivalent
Position Type
Full time
Amgen provides a collaborative and creative culture in a company with a 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. The US Marketing Operations & Innovation (MOI) Omni-channel CRM (Customer Relationship Management) team enables Marketers to engage with their Healthcare Professionals (HCP's) and Patients through connected, coordinated and tailored campaigns by:
  • Counseling on holistic engagement strategies based on marketing & commercial data and system domain expertise
  • Driving cross-brand standard methodologies, with superb carry through and simplified operations
  • Empowering partners (Marketing teams and their Creative and CRM Agencies of Record) with data to enable more personalized engagement with HCP's (Healthcare Providers) and consumers

Key Responsibilities:
  • As an Omni-channel campaign strategy advisor, partner with CARDIO marketers to drive business value by designing holistic campaign journeys and story flows. Execute integrated campaign journeys triggered at brand-specific points of receptivity along the consumer journey
  • Guide CARDIO marketers, based on recommendations based on data, of the optimal channel mix, deployment business rules, targeting, segmentation and cadence for a holistic CRM journey
  • Mentor the campaign management team to ensure standardization across documentation and service level requirements
  • Collaborate with campaign managers and CARDIO Marketers on DTC (Direct to Consumer) and HCP (Healthcare Providers) in-flight campaign ideas. Provide guidance to marketers on tagging, measurement, reporting, targeting and segmentation strategies
  • Leads special projects as requested by the Director, MOI Omni-channel CRM Marketing Operations. These requests may include campaign and new build / new data integration prioritization requests to be used to support the Salesforce Marketing Cloud road map and inform Business Reviews and Long Range Scenario planning
  • Raises critical issues and campaign delays as well as any SLA (Service Level Agreement) breach with internal or external partners who play a role in the successful deployment of a campaign
  • Partners include - appropriate brand marketer (DTC & HCP), Access & Reimbursement Leads, Privacy Lead, Marketing Service Provider (MSP) team, Media planners (HCP-SSCG & DTC-Hearts & Science), Master Data Strategy team, Patient Data Management team, Digital Health & Innovation Lead, Commercial Data and Analytics Teams (Customer Insights leads, Data Sciences leads, Targeting and Segmentation leads & Marketing Effectiveness leads), Digital/Tagging Lead, Agency partners (CRM and Creative) and Global Commercial Operations Information Systems (GCOIS) leads
  • Other key projects, as assigned

Basic Qualifications:

Doctorate degree and 2 years of sales and/or marketing operations experience


Master's degree and 4 years of sales and/or marketing operations experience


Bachelor's degree and 6 years of sales and/or marketing operations experience


Associate's degree and 10 years of sales and/or marketing operations experience


High school diploma / GED & 12 years of sales and/or marketing operations experience

Preferred Qualifications:
  • Ability to think strategically to support key business decisions using data and insights
  • Strong consultative problem-solving skills
  • Strong client service orientation and ability to work collaboratively in a cross-functional team environment
  • Strong Project Management Data analysis and reporting
  • Excellent oral, written and presentation skills-able to explain complex concepts clearly to a variety of audiences
  • Strong understanding of metadata and tagging methodologies for effective tracking of digital campaigns
  • Firm understanding of Marketing Automation Platforms and proficiency in defining requirements to execute in automation platforms. Direct experience with Salesforce Marketing Cloud a plus
  • Understanding of pharma patient services including nurse calls, fulfillment, refill reminders, etc., and an understanding of Salesforce Health Cloud
  • Benefits of MDH integration with Amgen Mastering Systems (Patient, HCM Health Care Master and Consent), MRM and SFMC, and what these connections enable
  • Understanding of data mastering methods and data ecosystems enabling automation and customer engagement design
  • Ability to use and understand reporting platforms - GA360 & Tableau
  • Knowledge of Google Marketing Platform and benefits of incorporating GA to marketing efforts using Salesforce Marketing Automation
  • Working knowledge of web applications - MuleSoft, SiteCore & LiveRamp
  • Skilled with Veeva Applications (Sales CRM platform)
  • Advanced computing skills (MS Project, Excel, PowerPoint, Word)

We understand that to sustain, grow as a global enterprise and deliver for patients - we will 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 sophisticated 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 uses its expertise to strive for solutions that improve health outcomes and 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.