Manager, Content - Marketing CRM (Patient Prospect)

ABOUT AMGEN

Amgen harnesses the best of biology and technology to fight the world’s toughest diseases, and make people’s lives easier, fuller and longer. We discover, develop, manufacture and deliver innovative medicines to help millions of patients. Amgen helped establish the biotechnology industry more than 40 years ago and remains on the cutting-edge of innovation, using technology and human genetic data to push beyond what’s known today.

ABOUT THE ROLE

Role Description:

This role is responsible for developing and executing core marketing operations capabilities. This role will drive operational excellence in omni-channel Customer Relationship Management (CRM) campaigns, provide strategic direction for multi-brand customer engagement initiatives, and ensure close alignment with global marketing and technology teams. The position plays a key role in scaling high-value marketing operations functions and supporting enterprise-wide digital initiatives for Amgen’s brands.

This role oversees end-to-end campaign execution and delivery leveraging Salesforce Marketing Cloud (SFMC) and Salesforce Data Cloud, leading a team of Marketing CRM Execution Specialists who build and launch campaigns. The Manager will lead strategy and operations for the CRM function – from capacity planning and solution design to governance and quality assurance – to ensure that marketing campaigns are executed effectively and efficiently. This position reports to senior leadership within the organization and will collaborate extensively with global stakeholders, including brand teams, IT/data teams, and Amgen’s Global Customer Capabilities (GCC) group, to deliver personalized customer experience at scale.

Roles & Responsibilities:

• Oversee the end-to-end design, build, and delivery of multi-channel marketing campaigns using Salesforce Marketing Cloud and Salesforce Data Cloud
• Ensure journeys across email, SMS, and digital channels are executed on time and meet quality standards, aligning with business objectives for personalized customer engagement
• Provide expert guidance on campaign solution architecture and data modeling for complex campaigns
• Design robust audience segmentation and data structures, leveraging Salesforce Data Cloud’s unified customer profiles and SFMC capabilities to enable advanced personalization and dynamic content in marketing journeys
• Collaborate with data teams to ensure marketing data models are scalable and reliable
• Lead capacity planning and effort estimation for the CRM campaign team, managing workloads through agile sprint cycles
• Implement governance frameworks and quality assurance processes to uphold data accuracy, compliance, and excellence in campaign execution
• Develop and recommend strategies for scalable, cross-brand campaign implementations
• Establish standardized templates, components, and best practices that can be reused across brands and regions to drive efficiencies
• Contribute to enterprise-wide marketing initiatives and drive continuous improvement efforts within the CRM execution team that enhance operational efficiency and stakeholder satisfaction
• Proactively identify risks and develop contingency plans to mitigate any issues in campaign delivery
• Manage campaign timelines and scope, ensuring on-time delivery by coordinating with cross-functional teams (creative, content, data, and compliance) and external vendors as needed.
• Communicate status and escalations to stakeholders and leadership, maintaining transparency and aligning expectations throughout campaign execution
• Build and lead a high-performing CRM operations team. Mentor and develop Marketing CRM Specialists, assigning clear roles and responsibilities and fostering a culture of accountability, collaboration, and continuous learning
• Provide guidance and support to help the team troubleshoot issues, adopt best practices, and grow their expertise in marketing technology.
• Track CRM campaign performance metrics, team throughput, and delivery timelines to identify opportunities for operational improvement and enhanced business impact.

Basic Qualifications and Experience:

• Master’s degree or MBA in a relevant field (Marketing, Business Administration, Computer Science, Information Systems, etc.)
• 10+ years of experience in marketing operations, marketing technology, CRM, or related functions, including at least 8+ years of direct people management and team leadership experience
• Proven experience managing complex, cross-functional marketing operations in a global, matrixed organization – comfortable working across different countries and time zones.
• Strong understanding of marketing compliance requirements, content workflows, and operational governance processes (e.g. familiarity with regulatory standards like CAN-SPAM, GDPR, data privacy)
• Excellent communication, stakeholder management, and project leadership skills, with a track record of effectively engaging both technical and non-technical partners
• Salesforce Marketing Cloud and Salesforce Data Cloud certifications are a plus (e.g., Marketing Cloud Consultant, Marketing Cloud Developer, Salesforce Data Cloud Consultant)
• Prior experience in the pharmaceutical or biotech industry’s marketing operations, with an understanding of the healthcare compliance environment, is preferred

Functional Skills:

Must-Have Skills:

• Salesforce Marketing Cloud (SFMC): Deep expertise in SFMC modules including Journey Builder, Email Studio, Automation Studio, Mobile Studio, Advertising Studio, and Cloud Pages. Ability to design customer journeys and marketing automations leveraging SFMC’s full capabilities
• Salesforce Data Cloud: Hands-on experience with Salesforce Data Cloud for customer data management – including building and managing unified audience segments, data ingestion, and profile unification for use in campaigns
• Data & Scripting: Proficiency in SQL/SOQL for querying and manipulating data, and in AMPscript or similar scripting languages to enable dynamic content and personalization in emails and landing pages. Solid understanding of data structures in CRM and campaign databases, and ability to solution data models for complex campaign logic.
• Agile & Project Management: Experience with agile marketing methodologies and tools (sprint planning, Kanban boards, Jira/Trello, etc.), and the ability to manage projects through iterative development cycles. Strong skills in effort estimation, capacity planning, and resource allocation to meet campaign deadlines.
• Technical Leadership: Ability to evaluate and adopt new marketing technologies or Salesforce platform features. Adept at troubleshooting technical issues in campaign execution and guiding the team on best practices and solution design

Good-to-Have Skills:

• Analytics & Optimization: Familiarity with marketing analytics tools and data visualization platforms to monitor campaign performance and derive insights to optimize future campaigns (e.g., Salesforce Marketing Cloud Reporting, Google Analytics, Tableau)
• Compliance & Quality Assurance: Knowledge of data governance and customer data privacy best practices along with experience implementing QA/QC processes

Preferred Professional Certifications:

• Preferred Salesforce Marketing Cloud certifications (e.g., Marketing Cloud Email Specialist, Marketing Cloud Consultant, Marketing Cloud Developer)  
• Preferred Salesforce Data Cloud Consultant certification

Soft Skills:

• Strong critical-thinking and problem-solving skills. Ability to analyze complex campaign requirements or issues and devise creative, data-driven solutions; demonstrates sound judgment in decision-making
• Effective organizational skills with keen attention to detail. Capable of managing multiple initiatives and projects simultaneously, prioritizing tasks, and meeting deadlines without compromising quality
• Excellent communication skills (written and verbal) with the ability to translate technical concepts for non-technical stakeholders. Confident in managing senior stakeholders and cross-functional partners, ensuring alignment and transparency
• Proven ability to lead, mentor, and inspire teams in a fast-paced, agile environment. Fosters a culture of collaboration, accountability, and high performance, enabling the team to achieve ambitious goals
• Strong presentation and storytelling abilities to communicate campaign plans, results, and technical insights to diverse audiences, including marketing leaders and business stakeholders. Can influence decision-making by articulating the value and impact of CRM strategies