Senior Customer Marketing Manager - Organized Customer

Roche•South San Francisco, CA

5d•Hybrid

About The Position

Why Genentech We’re passionate about delivering on Our Promise to improve the lives of patients and create healthier communities for all. We foster a culture of inclusivity, integrity and creativity while boldly pursuing answers to the world’s most complex health challenges and transforming society. About this Marketing Position The Marketing organization influences decisions by establishing and communicating our full product value proposition across the full value chain, from payers, to health systems, to prescribers, to patients. Marketers are masterful storytellers - accountable to inform positioning using an insight-driven marketing strategy, deliver simple compelling customer-led content creation, and design outstanding integrated customer experiences in partnership with networked partners (e.g., Customer Engagement and Genentech Business Operations). Marketers strategically use resources and their network to drive patient outcomes for today’s innovations, and fuel tomorrow’s breakthroughs. This Sr. Customer Marketer position is integral to successfully delivering the Respiratory Marketing Vision. This position will be primarily focused on the Organized Customers type (e.g., payers, practice managers, financial decision makers) as well as nonclinical and access-related messaging to HCPs and patients.

Requirements

Bachelor's degree
Two years of marketing experience or one year of marketing experience and an MBA
5 years minimum work experience, with 3 years of commercial experience (e.g., market access, marketing, sales or customer insights)

Nice To Haves

MBA or other related graduate level degree preferred
Marketing experience in relevant industries
Experience working in an omnichannel (including field) marketing
Experience in the managed care, Pharmaceutical or Biotech industry/pharmaceutical or biotech customer engagement
Experience in creating customer strategies, plans and tactics that have strengthened market positioning and driven high-value customer and business outcomes
Experience leading/managing Agency partners including developing agency briefs and creating content derivatives
Contributed to integrated customer experiences across audiences and channels including multicultural and inclusive marketing tactics.
To succeed in this role, we need a marketer with a strong foundation in market access fundamentals, particularly with different considerations in access & reimbursement across various sites of care.
Understanding of non-HOPD buy and bill, clinics vs AICs, 340b and non-340b HOPD, and SP dynamics preferred
Tactical commercial experience (not necessarily marketing) preferred with access execution (i.e. working with BEMs, NAMs, and FRMs)

Responsibilities

Supports the development and execution of the customer strategy and the end-to-end integrated customer experience
Supports tailored and actionable omnichannel customer engagement, leveraging appropriate customer insights including customer journeys, personas, market/competitor insights and other data needed, collaborating closely with the Customer Marketer Lead
Responsible for planning and executing seamless, well-integrated marketing campaigns that include tailored omnichannel engagement plans across multiple marketing platforms and channels
Oversees the design and creation of core materials with Agencies of Record (AoR), websites, claims, components, tailoring original content to specific customer segments and personas while monitoring timelines and content handoffs
Self-authors derivative tactics for marketing campaigns leveraging existing and emerging technologies/capabilities, with a greater emphasis on new derivatives and incorporates post-Promotional Review Committee (PRC) edits and adjustments
Supports field deployment through communication, training and feedback loops
Hypothesizes and conducts experiments for creative content iteration, for the purpose of driving excellence in content creation and deployment
Partners with agencies and PRC, including Legal and Regulatory, to ensure development, approval, and pull-through of compliant and effective promotional tactics
Accountable for high quality, compliant execution across all marketing platforms and relevant customer types (e.g. patients, providers, organized customers)
Defines measurement plan and measures marketing performance through leading, lagging, and customer satisfaction indicators to optimize campaigns and drive customer and business outcomes
Manages media agencies, supports customer-specific tactical planning (e.g., prioritized customer A -> B behavior shifts, critical KPIs), and monitors go-lives/trafficking
Identifies key internal network partners and facilitates cross-marketing, cross-functional, and field alignment to ensure optimal deployment of campaigns
Contributes to initiatives that have broader organizational impact across the 1Marketing Function and advancing progress towards our Commercial, Medical & Government Affairs (CMG) outcomes
Pursues continuous professional development by exploring capabilities and tools on customer content strategy, content creation and execution
Works with TA Marketer and other Customer Marketers to make decisions and act, in close alignment with the full product value proposition, customer positioning, and Squad priorities
Demonstrates Proficiency within the following Key Competencies Senior Customer Marketers are expected to consistently perform at a proficient level (proficient is defined as leveraging competencies across the business in a consistent, integrated way) Customer Understanding - I’m always learning about my customers, what they need, and the world they live in. Competitive Value Creation - I determine the relevant, competitive, and profitable value story we offer to customers. Strategy Development - I make smart choices about what efforts will help achieve customers’ goals and our goals. Integrated Campaign Development - I build compelling, motivating campaigns that get customers to take action. Content Development & Approval - I craft simple, meaningful stories in an efficient and fully compliant way. Execution Readiness - I rally the organization to plan, coordinate, and pull through the strategy together. Delivery & Optimization Across Channels - I make sure our story is reaching customers in a seamless, memorable experience. Measurement & Iteration - I evaluate everything we do, and adjust, stop, or start for continuous improvement. Project & Vendor Management - I manage projects, partners, and suppliers to drive on strategy, on time, on budget impact.