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The Position
Experience Operations (XO) is a functional group within Genentech Business Operations (GBO) comprised of experts who partner across Commercial, Medical, and Government Affairs (CMG) to orchestrate and deliver integrated customer experiences that drive measurable business outcomes.
The Opportunity
The Digital Experiences Manager, Relationship Management (RM) and Email is accountable for delivering high-quality, timely, and efficient digital customer experiences that will engage, nurture and support customer audiences across channels. The RM and Email team partners across Commercial, Medical and Government Affairs (CMG) to orchestrate and deliver integrated digital customer experiences that drive measurable business and patient outcomes.
• Partners with the marketing team to translate marketing objectives into integrated, omni-channel RM strategies and executes tactics that support and drive the business goals of the brand and organization.
• Liaison between marketing, cross-functional partners and external agencies to collaborate on marketing vision and communicate a clear strategy through execution to ensure success.
• Ensures compliance with internal processes and cadences through agency partners to select, deploy, analyze, track, and optimize omnichannel experiences.
• Drives customer-centric RM/Email service delivery, quality production, and optimization for impact and efficiency.
• Creates project plans and ensures key milestones, dependencies and timelines are proactively communicated across stakeholders and partners.
• Maintains high-quality data in, monitors performance, and troubleshoots anomalies in data
• Leverages internal analytics and external data to support insights and business-focused recommendations.
• Delivers Operational Excellence by identifying and implementing process improvements and informing standards that enable great customer experiences.
• This position is based in South San Francisco and relocation benefits are not available. Remote work option will be considered for candidates outside the SSF Area.
Who you Are
• You have a Bachelor’s Degree and 5+ years experience working in digital/software marketing, digital production, marketing technology, or marketing operations related functions
• 2+ years experience in Omnichannel Marketing/Relationship Marketing/Email/Database Marketing
• Experience in the pharmaceutical, biotech, healthcare, financial or other highly-regulated industry
• Domain expertise in omnichannel digital marketing and deep familiarity with RM/Email production marketing technology, processes and tools
• Background/understanding of technology integration and related executional and process impact
• Ability to apply data and analytics to drive decision making
• Strong planning, critical thinking and problem-solving skills to meet goals within constraints of time and budget
• Adept at vendor/agency management to maintain healthy partnerships and deliver operational excellence
The expected hourly rate for this position based on the primary location of CA is $100 – 120/hr. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law.
Genentech is an equal opportunity employer, and we embrace the increasingly diverse world around us. Genentech prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status and veteran status.
