Product Owner - Sr. Manager, CRM Product

Experience Operations - Services & Digital Innovation (XSDI)

Background and Role Purpose

Experience Operations (XO) is a group within Genentech Business Operations (GBO) comprised of experts who partner across the enterprise to create and deliver integrated experiences for our patients, customers, and employees while driving measurable business outcomes. The Services and Digital Innovation (XSDI) team within XO is responsible for the stewardship of capabilities and supporting technology enabling Patient, other Customers, and Employees' experience.

Genentech’s vision is to understand the needs and priorities of our Patients and other Customers so we can deliver meaningful, consistent, and seamless experiences in every interaction they have with our transformative medicines, services, and people. Our Customer Relationship Management platform is a foundational component of that strategy:

• Provide our teams 360-degree views of our patients and customers.
• Enable visibility into customer individual journeys.
• Surface recommendations to drive meaningful interactions and experiences customers (in tandem with other data science, machine learning, and artificial intelligence engines).
• Serve as a one-stop-shop operational solution for all our customer service and sales teams.
• Ensure compliant engagements when it comes to delivering and executing.

The Customer CRM Sr. Manager will be the Product Owner for the CRM capabilities for our Customer CRM system. They will be the end-to-end owners of CRM capabilities, accountable for the definition of all processes and technology required to establish and maintain the capability focusing on value creation, adoption and expansion across applicable user groups, e.g. , Medical, Commercial, IFS etc. The person in this role is responsible for strategizing and bringing to life the end-to-end technology and processes supporting all Customer CRM system capabilities. As a roadmap owner for this capability, this leader will work cross-functionally with Marketing, Customer Experience (Field), and other Experience Operation teams to define and deliver an integrated CRM experience.

Key Responsibilities:

• Maximizing Business Outcomes:

• Overall ownership of Commercial Customer CRMs, including vision, long-term planning, capabilities development, partner resourcing and budget
• Definition of roles strategy and capability transition and on-boarding plans for benefiting user groups across Medical, Commercial, IFS etc.

• Serve as a thought partner and subject matter expert in content and email strategy.
• Define and drive service performance KPI’s (HoS) that align with capability objectives
• Partner with operations manager and product/analytics team to set goals and create reporting, regularly sharing progress towards goals.
• Deliver outstanding project management and cross-functional partnership on multiple content initiatives at one time, including making and communicating challenging prioritization decisions.
• Seamless integration of CRM across channels, data, content - optimize customer experience through CRM interactions and ensure the omni-channel experience ecosystem benefits from the data and insights captured via CRM.
• Designs, develops, documents, and implements email automation programming, procedures, and processes with appropriate levels of testing in Veeva CRM.
• Collaborates with internal and external partners to ensure all technical and operational needs are met.
• Accountable for compliance, e.g. consent management.

• XO and CMG Influence

• Drive Adoption - influence the organization to adopt CRM capabilities and realize value effectively.
• Ensure business alignment - work with business partners across the organization to build a roadmap that supports their needs while advancing customer experience across commercial and medical. Ensure CMG leaders are clear on value of CRM capabilities and how they can be leveraged to achieve our goals.
• Collaboration with Product Owners across the organization - collaborate cross-functionally to maximize the value of our CRM platforms, consolidate experiences/capabilities (where possible), while ensuring we have a comprehensive set of features, insights, and analytics to support our patients, customers, and business.

• Service Team Culture & Operating Principles

• Change Champion and Evangelist - Develops and leads a comprehensive change management strategy with cross-functional partners to drive understanding and adoption of Patient/Customer Relationship Management best practices, standard operations, and technology.
• Coach - Coaches and advises service team members on CMG operating principles.
• Culture influencer - Develops a team culture of accountability and adaptability.
• Change Leader - Develops change leadership strategies in support of product evolution.

Skills & Competencies

• Expertise in Product Ownership for email and content capabilities (technology and business process).
• Ability to understand CRM data model and integration of large data sets across product platforms.
• Ability to build product roadmaps anchored on patient/customer experience and processes excellence/optimization.
• Ability to apply knowledge of current content trends to Genentech’s business needs and enterprise-level strategy.
• Ability to create capabilities plans and design fit-for-purpose solutions.
• Resource allocation (people, time, budget, efforts) and ensures the compliant and ethical achievements of goals and objectives.
• Strong patient and customer orientation and mindset.
• Goal-oriented, ability to clearly define success and relevant Key Performance Indicators.
• Excellent written and verbal communication skills, to articulate concepts and ideas to commercial and medical leadership.
• Strong teamwork skills with the ability to work in cross-functionally across the organization.
• Utilizes critical thinking skills and demonstrates fluent use of structured problem solving, including proactively identifying strategic barriers, process changes and improvements.
• Engages in clear, two-way communication, listens actively and cultivates diversity of thought and perspective and dissenting views.
• Growth mindset, looking to learn and build expertise continually.
• Experience with change leadership.
• Ability to influence and inspire individuals across the CMG network, at all levels.
• Strong drive for results through agile planning and execution.

Qualifications & Experience

• Bachelor’s degree required, MBA or other related graduate-level degree preferred

• 7-10 years of experience across roles with significant time in service or sales operations and Customer Relationship Management product teams.
• Experience in the managed care, pharmaceutical, or biotech industry (preferred but not required)
• Experience leading teams.
• Experience with Veeva CRM and Veeva solutions (preferred but not required).

The global grade level for this posting is SE7

Relocation benefits not available for this position.

The expected salary range for this position based on the primary location of San Francisco, California is $ 144,000 to $267,410. 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.

Benefits

#LI-JH2

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.