Senior Customer Marketing Manager, Organized Customer

Genentech • Daly City, CA

1d • $161,800 - $300,600 • Hybrid

About The Position

Genentech’s Marketing organization communicates product value across the healthcare value chain, using customer insights to shape positioning, create compelling content, and design integrated customer experiences. The Senior Customer Marketing Manager, Organized Customer (OC), will help deliver the NeuroImmunology Marketing Vision during a highly competitive period in the Multiple Sclerosis space.

Reporting to the OC Customer Marketing Lead, this role partners across Commercial, Medical, and Access & External Affairs, as well as with NeuroImmunology Marketing and partner teams. The manager supports organized-customer strategy and execution throughout key product lifecycle stages and collaborates across Genentech’s marketing organization to share practices and advance portfolio priorities.

The role develops and executes integrated customer strategies and omnichannel campaigns; oversees compliant content development and deployment; manages agencies and campaign measurement; and works with internal partners and field teams to optimize customer and business outcomes. 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 two years of marketing experience, or one year of marketing experience and an MBA.
• At least five years of total work experience, including three years of commercial experience such as market access, marketing, sales, or customer insights.

Nice To Haves

• MBA or another related graduate-level degree.
• Marketing experience in relevant industries.
• Experience working in omnichannel marketing, including field marketing.
• Experience in managed care, pharmaceutical, or biotech industries, or pharmaceutical or biotech customer engagement.
• Experience creating customer strategies, plans, and tactics that strengthen market positioning and drive high-value customer and business outcomes.
• Experience leading or managing agency partners, including developing agency briefs and creating content derivatives.
• Experience contributing to integrated customer experiences across audiences and channels, including multicultural and inclusive marketing tactics.

Responsibilities

• Support development and execution of customer strategy and the end-to-end integrated customer experience.
• Support tailored, actionable omnichannel customer engagement using customer journeys, personas, market and competitor insights, and other relevant data in partnership with the Customer Marketer Lead.
• Plan and execute integrated marketing campaigns and tailored omnichannel engagement across multiple platforms and channels.
• Oversee agencies’ design and creation of core materials, websites, claims, and components; tailor original content to customer segments and personas; and monitor timelines and content handoffs.
• Author derivative campaign tactics using existing and emerging technologies, incorporate Promotional Review Committee edits, and support field deployment through communications, training, and feedback loops.
• Hypothesize and conduct experiments to iterate creative content and improve content creation and deployment.
• Partner with agencies and Promotional Review Committee stakeholders, including Legal and Regulatory, to develop, approve, and deploy compliant, effective promotional tactics.
• Ensure high-quality, compliant execution across marketing platforms and relevant customer types, including patients, providers, and organized customers.
• Define measurement plans and assess marketing performance using leading, lagging, and customer-satisfaction indicators to optimize campaigns and outcomes.
• Manage media agencies, support customer-specific tactical planning and KPI selection, and monitor campaign launches and trafficking.
• Identify internal network partners and facilitate cross-marketing, cross-functional, and field alignment for campaign deployment.
• Contribute to initiatives with broader organizational impact across the 1Marketing Function and progress toward Commercial, Medical & Government Affairs outcomes.
• Pursue professional development in customer content strategy, content creation, and execution capabilities and tools.
• Work with other Customer Marketers to make decisions and act in alignment with the product value proposition, customer positioning, and Squad priorities.
• Help mentor and coach Associate Customer Marketers and Customer Marketers in the OC marketing pod.

Benefits

• A discretionary annual bonus may be available based on individual and company performance.
• The position qualifies for company benefits detailed at the provided link.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior