Strategy Manager, Omnichannel Experiences

Job Description


The Position

Experience Operations (XO) is a functional group within Genentech Business Operations (GBO) comprised of experts who partner across Commercial, Medical Affairs and Government Affairs (CMG) to orchestrate and deliver integrated customer experiences that drive measurable business outcomes.

Genentech’s vision is to understand the needs and priorities of our patients and customers so we can deliver meaningful, consistent, and seamless experiences in every interaction they have with our transformative medicines, services, and people.

The Opportunity

Reporting to the Omnichannel Experiences Director, the Strategy Manager, Omnichannel Experiences will assist in developing and scaling Omnichannel Experiences strategy and delivery within XO, focusing on the intersection of the channels (digital, field, in-person, etc.) in which we operate.

  • You will work with the Omnichannel Experiences Senior Strategy Manager to enable the delivery and acceleration of XO omnichannel experience strategies and capabilities across the organization – ensuring the progress towards delivering great patient & customer experiences and business impact.
  • You will also work cross-functionally with Field (Customer Engagement), Marketing, Medical, channel product owners, IT partners, platform leads, and data strategy/science teams on prioritized activations and initiatives that will look to deliver omnichannel experiences.
  • The Senior Manager will maximize business outcomes by assisting in the building and gathering of business requests to then work cross-functionally to ensure enablement of omnichannel experiences, support the short- and long-term opportunities and use cases developed for XO Omnichannel Experiences.
  • From an operational model perspective, you will partner with the Omnichannel Experiences Director to act as a conduit between the Omnichannel Experiences Team and Next Best Action Product Teams, as well as aiding in the enablement , discovery, implementation and upskilling of use cases across the two capabilities.
  • You will also partner with the Omnichannel Experiences Senior Strategy Manager to facilitate and manage conversations and meetings with the Digital Experience Team members to explore, ideate, design, and prioritize new use cases to advance patient & customer experiences and campaign performance and execute and scale them across Genentech.
  • This position is based in South San Francisco and relocation benefits are not available

Who You Are

  • You have a Bachelor’s degree and 3 – 6 years of experience across varying roles with significant time in omnichannel marketing, customer relationship management
  • You are strongly familiar with omnichannel experiences including key omnichannel and program management platforms (e.g. Customer Data Platforms (CDP), predictive learning machines, recommendation engines, Customer Relationship Management (CRM), customer experience (CX), Jira, Confluence)
  • You are experienced in tying omnichannel marketing metrics to business outcomes and omnichannel marketing strategy with operations
  • YOu have the ability to apply knowledge of current omnichannel and customer/patient trends to Genentech’s business needs and enterprise-level strategy
  • You are able to assist in the creation of capabilities and use case plans as well as designing fit-for-purpose solutions
  • You can influence and mobilize others, have highly-developed planning and communication skills, bias for action, strong sense of immediacy, and drive to achieve objectives.

Preferred Skills
  • MBA or other related graduate level degree
  • Experience in health care, pharmaceutical, or biotech industries

The expected salary range for this position based on the primary location of CA is $124,300 – 230,900 USD Annual. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for the benefits detailed at the link provided below.



Genentech is an equal opportunity employer, and we embrace the increasingly diverse world around us. Genentech prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin or ancestry, age, disability, marital status and veteran status.