Customer Marketing Team Director, Patient
About The Position
The Customer Marketing Team Director is integral to delivering the 1Marketing and Rare Blood Disorders Team visions and priorities. The role is primarily focused on patients within Hemophilia and is accountable for shaping patient marketing strategy in a highly competitive market, contributing to people development and decision-making as part of the Marketing Leadership Team, and managing a team of patient customer marketers. The position translates brand strategy into customer strategies, tactical plans, and campaigns; creates tailored omnichannel engagement informed by customer journeys, personas, and market insights; and develops content to address barriers in the customer journey. It is accountable for short- and long-term customer goals and collaborates with marketing leaders, internal partners, external resources, agencies, and review committees to align strategy and deliver compliant, effective campaigns. The Director oversees campaign execution, media and agency budgets, measurement and optimization, and coordination with analytics, operations, and field teams to drive customer and business outcomes. As a people leader, the role plans team capacity, enables and coaches Customer Marketers, and leads and develops a thriving team. The position is based in South San Francisco, California, with a hybrid schedule requiring three days per week on campus. Relocation assistance is not available.
Requirements
- Bachelor's degree.
- At least 8 years of work experience, including 6 years of commercial experience in sales, market access, or customer insights, with at least 2 years in marketing.
- Experience with sole ownership of tactics or pieces of work, including articulating business problems, identifying solutions, and owning content development from strategy through execution.
Nice To Haves
- MBA or another related graduate-level degree.
- Progressive marketing experience.
- People leadership experience.
- Experience in an omnichannel or digital marketing role.
- Strong customer understanding, including developing or using personas, customer journeys, and other segmentation tools, as well as developing content and executing omnichannel campaigns.
- Experience measuring investment success, including campaign and content performance, and continuously improving tactics to maximize business value.
- Experience creating marketing strategies, plans, and tactics that strengthen market positioning and drive high-value customer and business outcomes.
- Experience in, or a strong desire to gain, launch experience.
Responsibilities
- Translate high-level brand strategy into customer strategy, tactical planning, and execution of marketing campaigns in collaboration with the Therapeutic Area Marketer and Sr. Customer Marketers.
- Create tailored, actionable omnichannel customer engagement using customer insights, including customer journeys, personas, and market and competitor insights.
- Identify critical moments and barriers in the customer journey and develop content to address them.
- Meet short-term (90-day) and long-term (3–5 year) strategic customer goals with measurable impact.
- Coordinate and validate clinical and non-clinical customer messaging.
- Collaborate with senior marketing leaders and Therapeutic Area Marketers to shape brand objectives and long-range goals.
- Work with internal network partners and external resources to align cross-marketing, cross-functional, and field teams with customer strategy.
- Design and execute integrated marketing campaigns across platforms and channels, including field channels.
- Review and coach Sr. and Jr. Customer Marketers on content, media, and measurement activities, including cross-customer needs.
- Lead work with agencies and the Promotional Review Committee, including Legal and Regulatory, to develop, approve, and implement compliant and effective promotional tactics.
- Ensure high-quality, compliant content execution across marketing platforms, channels, and relevant customer types.
- Manage media and Agency of Record spending and oversee campaign measurement and optimization.
- Partner with analytics, operations, and field teams to assess marketing performance using leading, lagging, and customer satisfaction indicators.
- Lead initiatives with broader impact across the 1Marketing Function, multiple Therapeutic Areas, and Commercial, Medical and Government Affairs outcomes.
- Pursue professional development in innovative capabilities, platforms, and solutions for customer marketing.
- Plan team capacity, enablement, project coaching, and oversight for Customer Marketers; carry out Genentech people practices.
- Lead, develop, and inspire the Marketing Team and foster belonging within and across teams.
- Make autonomous decisions aligned with the full product value proposition, customer positioning, and Squad priorities.
Benefits
- A discretionary annual bonus may be available based on individual and company performance.
- The position qualifies for company benefits detailed through a link in the posting.
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What This Job Offers
Job Type
Full-time
Career Level
Director
