Marketing CRM Campaign Planning & Delivery Manager

Amgen is a leading biotechnology company focused on serving patients with serious illnesses. The Marketing CRM Campaign Planning & Delivery Manager will be responsible for translating campaign requirements into actionable plans for Salesforce Marketing Cloud execution, collaborating with cross-functional teams to ensure effective campaign operations and adherence to best practices.

Responsibilities:

• Foster strong relationships with cross-functional teams (e.g., Commercial Data & Analytics, Marketing Tech etc.) to ensure alignment and smooth progression across all stages of campaign execution
• Implement end-to-end execution of customer engagement plans related to email and SMS across platforms and capabilities
• Work closely with the Amgen India team to drive timely and quality campaign execution
• Serve as the primary contact for brand marketing teams to translate business requirements into executable SFMC journeys and automation workflows
• Coordinate and lead weekly meetings with assigned brand leads to ensure transparent communication on initiative status, impediments and decisions needed
• Participate in any brand related workshops as required to provide expertise on CRM related processes and standards
• Collect and document campaign journeys for transition to our Amgen India colleagues for development
• Understand brand customer strategies across all channels, ensuring alignment of the key requirements needed to execute cohesive omnichannel campaigns
• Submit any cross-functional work through the proper prioritization processes
• Be expert in and manage ongoing campaign operations across ecosystem delivery platforms, including Salesforce Marketing Cloud (SFMC)
• Work with Amgen India colleagues to support standard activation processes
• Collaborate closely with Capability Managers to ensure campaign builds align with standardized frameworks, governance policies, and approved data models
• Escalate, coordinate, and communicate deviations from expected campaign behavior with the brand and cross functional development teams to ensure timely resolution
• Support operational reporting and tool efficiency/effectiveness KPIs and reporting (not including customer success measurement)
• Socialize results and instill understanding of what constitutes successful operations across tools
• Ensure adherence to platform standards, workflows, and integration protocols to maintain consistency, scalability, and operational efficiency across all campaigns
• Conduct regular audits and reviews of campaign processes to identify opportunities for improvement, ensuring campaigns align with industry-leading best practices
• Support the Activation Team - Director in ensuring platform capabilities are fully utilized and optimized for maximum impact

Requirements:

• Doctorate degree and 2 years of commercial or medical operations, information sciences, and/or project management experience
• Master's degree and 4 years of commercial or medical operations, information sciences, and/or project management experience
• Bachelor's degree and 6 years of commercial or medical operations, information sciences, and/or project management experience
• Associate's degree and 10 years of commercial or medical operations, information sciences, and/or project management experience
• High School Diploma / GED and 12 years of commercial or medical operations, information sciences, and/or project management experience
• 5+ years experience in Digital Marketing Operations in the pharmaceutical industry successfully supporting campaign operations
• Strong knowledge of marketing automation platforms and tools, including workflow design, system integration, and audience segmentation
• Experience in optimizing automated campaigns, leveraging CRM and data analytics for personalized, data-driven strategies
• Strong understanding of digital marketing channels and tactics used to design integrated and impactful omnichannel strategies (e.g., social media, paid media, events, email, SMS, display, web, etc.)
• Ability to gather and translate strategy into technical requirements and liaise with both types of stakeholders
• Excellent organizational and project management abilities, with a talent for handling complex projects and driving continuous improvements in customer experience
• Familiarity with SAFE Agile framework and processes
• Strong verbal and written communication skills to convey insights and strategies clearly and effectively to both technical and non-technical stakeholders
• Enthusiasm for staying informed about emerging trends in digital marketing and omnichannel capabilities to ensure strategies remain innovative and competitive