Amgen Omnichannel Customer Engagement Manager in Cambridge, United Kingdom
HOW MIGHT YOU DEFY IMAGINATION?
If you feel like you’re part of something bigger, it’s because you are. At Amgen our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies. We are global collaborators who achieve together—researching, manufacturing and delivering ever-better products that reach over 10 million patients worldwide. It’s time for a career you can be proud of. Join us.
OMNICHANNEL CUSTOMER ENGAGEMENT MANAGER
What you will do
In this vital role you will manage the design, development, execution & analysis of integrated omnichannel customer engagement in partnership with all brands and business units in UK & Ireland.
You will lead the deployment of enabling technologies (e.g. marketing automation) and business processes (e.g. campaign planning, offshore digital factory). You will be also responsible for defining & driving plan for upskilling cross functional brand teams, enabling effective customer communications.
Partner with brand managers to develop, execute and measure customer engagement journeys, ensuring activities are aligned to strategic objectives and Amgen’s omnichannel transformation roadmap.
Lead & coach brand teams to ensure optimal use of online channels to reach and engage customers; proactively make recommendations on how to improve performance and impact through analytics, insights and research.
First point of contact for digital delivery between brand teams, global centres of excellence, enterprise IS, creative agencies, technology vendors & Global Service Centre from initial project brief through to implementation.
Subject matter expert in omnichannel customer engagement platforms e.g. Salesforce Marketing Cloud, CRM, CMS and data flows.
Collaborate with global / local analytics teams in delivery of omnichannel reporting solutions, including customer analytics dashboards summarising customer acquisition, conversion & engagement metrics.
Work with Marketing Excellence to design & deliver training and upskilling programs, ensuring brand teams are equipped with know-how to deliver omnichannel tactical plans.
Apply robust understanding of regulatory and compliance landscape for online communications to Amgen activities. Identify and mitigate risks in this regard during campaign planning & delivery.
Be part of our team
You would be joining the UK&I Commercial Excellence team, who contributes to the continued growth of our business and people through sales and marketing operations, omnichannel customer engagement solutions and learning & development programmes.
What we expect of you
We are all different, yet we all use our unique contributions to serve patients. What we seek in you as an experienced professional, are these qualifications and skills:
Degree educated or higher education qualification preferably in marketing, business studies, IT or a technology / media related discipline.
Demonstrable experience (client or agency side) with knowledge and experience of:
Design, planning & delivery of multichannel and / or digital marketing campaigns
Website development including content management
Email marketing campaigns including campaign management system(s)
Measuring & reporting on campaign analytics & KPIs
Modern web / digital design & UX principles
Project management (knowledge of Agile / Lean / Scrum is a plus)
Pharma / life sciences experience is preferred but not essential. Candidates must be able to demonstrate ability to operate in a controlled / regulated environment through cross-functional working and good planning practices.
Experience in both B2B and B2C sectors is welcome, as are candidates from client and agency backgrounds.
Postgraduate or vocational qualifications in digital marketing e.g. Google Certification Programme, Squared Online, CIM Diploma, eConsultancy training etc
Experience implementing CRM-driven marketing campaign automation process & platforms
Knowledge of data visualisation & analytics solutions such as Tableau or Spotfire etc
Industry regulatory framework and Code of Practice (ABPI & IPHA)
What you can expect of us
As we work to develop treatments that take care of others, so we work to care for our teammates’ professional and personal growth and well-being.
Vast opportunities to learn and move up and across our global organization
Diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table and act
Generous Total Rewards Plan comprising health, finance and wealth, work/life balance, and career benefits
LOCATION: Cambridge or Uxbridge with flexible home working opportunities
for a career that defies imagination
In our quest to serve patients above all else, Amgen is the first to imagine, and the last to doubt. Join us.
Equal Opportunity Statement
Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.
We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.
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.