Director, Global Commercial Customer360 (JAPAC/ICON)

Thousand Oaks, CA, US
Nov 24, 2020
Required Education
Bachelors Degree
Position Type
Full time
Amgen is a values-based organization with a powerful sense of shared purpose toward our mission: to serve patients. Within Global Commercial Operations, we provide the capabilities, resources, and rewards of a global enterprise, while maintaining the entrepreneurialism and verve that marked our early days as a biotechnology pioneer. We encourage our team members to have fulfilling and meaningful careers through challenging assignments, career development, and valuable opportunities.

The Director, Global Commercial Custoemr360 will work directly with the Executive Director, Global Commercial Customer360 to support and accelerate the commercial strategy by embedding sophisticated multi/omni channel capabilities across the organization. The Customer 360 (C360) Capabilities is a newly formed team that will work with functions and regions and in conjunction with the other capability pillars within GCC to advance our customer's experience globally.

This role will be responsible for leading key C360 initiatives such as content tagging and omnichannel advanced analytics, and driving execution across lead markets This person will be savvy in harnessing the power of insights, technology, and advanced analytics and be adept at translating generated insights into intel that informs customer engagement strategy & implementation worldwide. This person will also understand Amgen's internal cross-functional capabilities in this space, effectively becoming the bridge between the regions, functions and global. They will play a meaningful role in understanding regional priorities and translating into clear deliverables for the capability pillars like digital, data & analytics, marketing and field excellence etc.

This role reports to the newly established Executive Director Global Digital Commercial Capabilities.

Roles & Responsibilities

Commercial Customer 360 Capabilities
  • Build a baseline globally, identifying gaps in Amgen's existing capabilities and prospecting external sources of innovation to address those gaps and improve Amgen's ability to operate in a modern healthcare ecosystem.
  • Act as a key point of coordination with the regions and the capability functions within GCC as we advance multi/omni channel capabilities
  • Partner closely with medical & commercial capabilities leads to build a coordinated approach to embedding new and sophisticated capabilities within Amgen
  • Build and maintain strong working relationships with key internal and external partners to understand their needs and provide them with required commercial encouraging a symbiotic and aligned relationship.
  • Elevate capabilities across regions, incorporating elements of new skills, technologies, processes and systems in partnership with the local and global teams
  • Own the day to day oversight and leadership of certain lead markets efforts in regions/countries/products to advance their customer engagement capabilities. In the future the Director will take the findings from the lead markets and work closely with other markets/brands to scale the new Customer 360 engagement model globally
  • Build strong partnerships with global Medical, IS, DH&I, compliance, regulatory, legal etc. to advance capabilities more holistically
  • Lead certain key deliverables within the C360 umbrella such as content tagging, multi/omnichannel advanced analytics, and implementation of end-to-end omnichannel solution in select lead market/s
  • Provide day to day project management assistance to maintain coordination across deliverables
  • Play a critical role in crafting communications and change management for this new capability
  • Lead efforts to provide timely and relevant updates to the organization, including GCO senior leadership

General Leadership

As a leader in an organization that impacts the work and success of marketers everywhere at Amgen, the incumbent:
  • Is responsible for leading and mentoring for success
  • Works to attract, empower, retain and develop talent and build a culture of high-performance teams
  • Promotes Amgen internally and externally as a great place to work
  • Fosters a climate that embraces Diversity & Inclusion (D&I)
  • Is accountable for his/her own compliance and also for the compliance of all individuals in his/her team and others across the Amgen Marketing and Access communities. As such, leads the way and leads by example by demonstrating full knowledge and dedication to all applicable policies.
  • The Director position requires a strong leader with diverse experience, broad capabilities, superior cross-functional collaboration skills, commercial acumen, the ability to operate globally and locally, and very strong influencing skills.

Basic Qualifications

Doctorate degree and 4 years of Marketing or marketing consulting experience related experience


Master's degree and 8 years of Marketing or marketing consulting experience related experience


Bachelor's degree and 10 years of Marketing or marketing consulting experience related experience


4 years of managerial experience directly managing people and/or leadership experience leading teams, projects, programs or directing the allocation of resources

Preferred qualifications
  • Strong business insight, critical thinking and execution excellence skills honed by in-market experience at the affiliate level (ex-US plus US experience preferred)
  • Possesses an understanding of broad, global market dynamics and the cultural awareness and sensitivity to form relationships and work effectively with colleagues around the world
  • Experience and strong acumen in brand-planning processes, including the use and application of current tools and frameworks
  • Established performance record in-market leading key processes along the brand plan continuum from opportunity assessment to insight generation to customer engagement strategies to evaluating performance results
  • Experience managing external partners such as agencies
  • Seasoned leader with ability to confidently prioritize, direct, and lead multiple, sophisticated, and interdependent capabilities and projects
  • Self-Starter and must possess leadership capabilities with little direct supervision
  • Exceptional project and time management skills
  • Very strong cross-functional collaboration skills
  • Knowledge of internal organizational process and procedures
  • Excellent written, verbal and communication and presentation skills
  • Impeccable ethics and integrity and comfort operating in a highly regulated 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.

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.