Manager Content - Marketing CRM (HCP)

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 :

Functional Skills : Must-Have Skills :

Good-to-Have Skills :

Preferred Professional Certifications :

Soft Skills :

Skills Required

Agile Project Management, Salesforce Marketing Cloud, Technical Leadership