Digital Customer Experience Delivery Manager – Media

Job description

  Job facts

Position Summary

The digital center of excellence is a functional group within Genentech Business Operations (GBO) comprised of experienced digital experts who partner across CMG to orchestrate and deliver integrated digital customer experiences that drive measurable business outcomes.

The Delivery Manager reports to the Delivery Team Lead and is accountable for delivering high-quality, timely, and efficient digital customer experiences through digital channels (i.e., media/social). This individual also lives the CMG Operating Principles (I am Genentech's Ambassador, I Partner with Purpose, I Own Our Business, I am Empowered for Action).

Key Responsibilities:

·  Drives customer-centric service delivery, quality production, and optimization for impact and efficiency
·  Maintains high-quality data in and leverage analytics to drive data-driven decisions
·  Manages production agency/vendor management and UAT team to coordinate approval for launch
·  Adheres to processes and standards for campaign management and assess operational metrics in order to prioritize work and develop business-focused recommendations
·  Delivers Operational Excellence by identifying and implementing process improvements and informing standards that enable great customer experience
·  Uses expertise to influence overall service roadmap and portfolio
·  Tests pilots and drives adoption of new capabilities

Skills

·  Deep familiarity with service production marketing technology, processes, and tools
·  Digital media knowledge and experience in multichannel/digital marketing preferred
·  Ability to apply data and analysis to drive decision making
·  Strong project management skills to meet goals within constraints of time and budget
·  attention to detail to ensure quality and consistency of deliverables
·  Adept at vendor/agency management to maintain healthy partnerships and deliver operational excellence
·  Learning mindset and ability to identify/apply learning to other situations
·  Background/understanding of technology integration and related executional and process impact

Qualifications

·  Bachelor's degree
·  3-5+/5-8+ years experience working in digital/software marketing, digital production, marketing technology, or marketing operations related functions
·  2+ years experience in digital marketing
·  Experience in the software, cpg, pharmaceutical or biotech industry preferred

·  Who we are

At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we've become one of the world's leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.