Omni Channel Operations and Orchestration, Senior Manager
AmgenAustralia - north rydeUpdate time: January 12
Job Description

Career Category


Job Description


If you feel like you’re part of something bigger, it’s because you are. At Amgen our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies. We are global collaborators who achieve together—researching, manufacturing and delivering ever-better products that read over 10 million patients worldwide. It’s time for a career you can be proud of. Join us.


What you will do

Let’s do this. Let’s change the world. In this newly crafted role you will be responsible for the execution of Amgen’s omnichannel strategy and for helping us to achieve our omnichannel ambition.

  • Act as a central point of contact for the orchestration and coordination of Amgen’s omnichannel campaigns and implementation of the omnichannel strategy and roadmap

  • Lead strategy discussions to recommend programs and inform prioritisation of future omnichannel initiatives, based on in-depth understanding of success of previous campaigns and technical investment

  • Identify the omni-channel related IS needs and work closely with IS to deploy appropriate solutions, ensuring that all technology platforms are fit for purpose and deliver optimal customer experiences

  • Work with Business Analytics and Insights to translate data and insights to help realise moments the matter across the customer journey ensuring our efforts align the right brand message to the right channels at the right time

  • Develop and drive tracking of appropriate metrics to ensure ROI of programs – enabling next best action

  • Provide coaching and guidance to the relevant teams on how to create, test and orchestrate omni-channel campaigns, and in doing so build omni-channel capability

  • Constantly monitor the external environment for competitive innovations that may be applicable for Amgen

  • Lead selection of and liaison with quality partners whom we can collaborate with to execute omni-channel campaigns.


What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The vital attributes, experience and qualifications we seek for this role include:

  • >10 years experience in a similar omni-channel role / function

  • Ability to think strategically to support key business decisions using data and insights

  • Strong consultative problem-solving skills

  • Strong customer service orientation and ability to work collaboratively in a cross-functional team environment, including influencing without authority

  • Excellent oral, written, presentation and facilitation skills—able to explain complex concepts clearly to a variety of audiences

  • Strong understanding of metadata and tagging methodologies for effective tracking of digital campaigns

  • Strong Project Management Data analysis and reporting

  • Skilled with Veeva Applications (Sales CRM platform)

  • Firm understanding of Marketing Automation Platforms and proficiency in defining requirements to execute in automation platforms. Direct experience with Salesforce Marketing Cloud a plus

  • Advanced skills in MS Project, Excel, PowerPoint, Tableau

  • Working knowledge of web applications – MuleSoft, SiteCore & LiveRamp is preferred (however not essential) as is an understanding of data mastering methods and data ecosystems enabling automation and customer engagement design, benefits of MDH integration with Amgen Mastering Systems (Patient, HCP Master and Consent), MRM and SFMC, and what these connections enable and knowledge of Google Marketing Platform and benefits of incorporating GA to marketing efforts using Salesforce Marketing Automation


What you can expect of us

As we work to develop treatments that take care of others, so we work to care for our teammates’ professional and personal growth and well-being.

  • Vast opportunities to learn and move up and across our global organization

  • Diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table and act

  • Generous Total Rewards Plan comprising health, finance and wealth, work/life balance, and career benefits

Closing Date – Wednesday 27th January, 2021.


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