Digital Customer Experience - Web Delivery Manager
South San Francisco, CA

Job Description

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., web/mobile, media/social, relationship management/email). 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

* Responsible for the coordination and execution of multiple website/mobile related projects ensuring consistency with brand strategy and business objectives


* Works in partnership with internal and external teams to deliver web projects on time and budget through effective management of the project timeline, issues, risks, dependencies, and deliverables


* Has a good understanding of web best practices including user experience, SEO, A/B testing, and website performance optimization


* 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


* Experience with website management tools like AEM, Google/Adobe Analytics, JIRA, Confluence is highly desirable


* 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


* Domain knowledge and experience in multichannel/digital marketing preferred



Qualifications

* Bachelor's degree


* 3-5+/5-8+ years experience working in digital/email marketing, digital production, campaign management, marketing technology, or marketing operations related functions


* 3+ years experience in digital/software marketing


* Experience in the software, cpg, pharmaceutical or biotech industry preferred