Amgen Director, Customer Engagement, Center of Excellence in Thousand Oaks, California

Amgen is looking for a Marketing Director to lead the newly created Customer Engagement Center of Excellence in the US Commercial organization. Amgen's ambition is to be the most admired health care company by health care providers and patients by 2022. This role is pivotal to achieving that ambition as the successful candidate will be responsible for defining and implementing a comprehensive and integrated customer (provider, patient and payer) experience strategy built to exceed customer expectations and drive engagement across the Amgen portfolio of brands.

The Marketing Director will develop the end-to-end customer engagement data-driven plan for Amgen's US business, including developing customer journey blueprints aligned to front end and back end solutions. He or she will learn what is in the hearts and minds of the customers, be a storyteller of the customer journey, and drive ideation and solutions that will delight customers and innovate beyond their expectations.

He or she will be responsible for reviewing all Amgen products, services and experiences through a customer lens. He or she will guide the business in the development of a world-class customer journey in conjunction with technology, marketing, analytics, communications, product, sales and service to enhance customer interest and engagement, increase acquisition and adherence, and thus drive customer value and success. He or she will drive cultural transformation and act as a leading voice to help Amgen become a category leader.

Responsibilities:

  • Build and lead a US Center for Excellence for Customer Engagement, to deepen customer engagement and optimize business/brand performance

  • Provide critical intelligence on our ever-changing customer - demographic & psychographic composition, habits and needs for current and future customers

  • Be a thought partner with executive level management and peers to stimulate innovative ideas about how to integrate all channels to create a seamless customer engagement

  • Translate business priorities into a strategy that creates a holistic and actionable view of our customers to better inform decision making

  • Strengthen connections with external partners to improve access to identified and de-identified customer data (with the proper consent and privacy guardrails)

  • Be a player-coach in leading the Customer Engagement Center of Excellence and corresponding direct reports.

  • Drive customer engagement, adherence, and brand awareness by: Developing/Executing Customer Engagement Strategy

  • Design and implement a comprehensive customer experience strategy that unifies all customer initiatives across Amgen's products and channels (call center, etc.) in partnership with sales, marketing (incl. creative agencies), call center and value and access.

  • Investigate and recommend new technologies, applications, services and tools to drive customer engagement effectiveness and operational efficiency

  • Establish and architect the data strategy for analysis of customer behavior and transactional data both internal and external to Amgen

  • Leverage best-in-class data science tools and algorithms (Watson, Einstein, etc.) to understand the voice of the customer

  • Create the governance framework through measurements and procedures to ensure customer is center stage in every decision.

  • Develop a KPI framework to support the evaluation and continuous improvement of analytics and customer engagement strategies to drive the greatest return on investment

  • Implementing models to extract value from unstructured data sources (call center, etc.)

  • Building and implementing predictive/prescriptive algorithms and segmentation schemes to identify most desired target segments and market opportunities to drive ROI on marketing mix & promotional spend.

  • Creating metrics and analytic tools/visualization to influence sales, marketing and servicing discussion

  • Deliver transformational customer insights

  • Unlock the voice of the customer, develop a deep understanding of the customer journey and advocate across all business functions to co-create innovative customer solutions.

  • Leverage qualitative and quantitative methods to define customer segmentations and personas and highlight different needs, services or marketing messages based on customer's behaviors, attitudes and environments

  • Identify actionable, profit-based opportunities for growth through customer analysis and data drive insights

  • Continually searches for ways to improve the customer experience, ensuring that customer feedback and insights are leveraged to identify improvement opportunities.

Basic Qualifications:

  • Doctorate degree and 4 years of commercial operations experience

OR

  • Master's degree and 8 years of commercial operations experience

OR

  • Bachelor's degree and 10 years of commercial operations experience

AND

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

Preferred Qualifications:

  • Excellent leadership, project management, organizational, consumer focused innovation, and communication skills.

  • Motivated change agent with the tenacity & proven ability build a new organization

  • Knowledge, experience (& salesmanship skills) to articulate the Omni-channel Customer Engagement vision to key stakeholders and Senior Management with confidence that he/she can deliver on the promised results/performance.

  • Player-coach approach in leading both teams and corresponding direct reports; eagerness to roll up your sleeves and get to work in either a strategic or executional capacity.

  • Creative advertising agency experience managing category leading brands, and experience building customer relationship management systems (CRM) for flagship brands

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.