Sr. Manager Digital Customer Insights and Analytics

South San Francisco
California, United States of America

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The Position

Position Summary:  

Digital Customer Experience (DCX) is a functional group within Genentech Business Operations (GBO) comprised of experienced digital specialists who partner across CMG to orchestrate and deliver integrated digital customer experiences that drive measurable business outcomes.

The applied analytics manager for Customer Relationship Management will be a key member of the Relationship Management team. They will use their deep analytical knowledge of customer relationship management, such as segments, propensities, channel preferences and other behavioral analyses, to drive strategies and optimization recommendations for digital campaigns. They will continually strive to drive results through robust insights, championing experimentation and educating partners and stakeholders on best practices, tools and capabilities.

Key Responsibilities

Planning & Optimization

  • Responsible for developing repeatable customer analytics services such as targeting, segmentation, channel and content preferences and impact measurement
  • Analyze customer data to inform optimal design of relationship management programs, such as customer acquisition strategies, email communication program etc.
  • Responsible for developing business, customer and operational KPI’s
  • Responsible for developing x-portfolio and industry benchmarks
  • Monitor individual brand performance and portfolio measures to identify opportunities for improvement; lead hypothesis generation and optimization strategies with service teams and product marketing
  • Apply cross portfolio learning’s to improve operational best practices in order to maximize business outcomes
  • Partner with relevant analytics functions in CMG to develop holistic insights on customers and campaigns

Test & Learn

  • Drive a culture of testing & learning within the service and COE
  • Partner across services to develop novel approaches to testing and learning to drive better customer experiences
  • Responsible for building brand and cross portfolio learning agenda’s that inform service roadmap and best practices

Advancing analytics and data capabilities

  • Partner with BI team to scale analytics for relationship management by building self-service decision-making tools for internal team members and product marketing stakeholders
  • Collaborate across services and platforms to inform decisions on data and analytical capabilities within DCX
  • Train DCX and CMG stakeholders on relationship management analytics and optimization capabilities

Skills and Competencies

  • Passion for data and analytics
  • Experience in sales and marketing analytics in healthcare
  • Strong analytical and critical thinking skills with a bias for action
  • Goal oriented and customer centric
  • Ability to inspire action through story-telling and synthesis of data
  • Enterprise thinking and ability to lead the creation of decision-support tools that are repeatable and scalable
  • Financial acumen, including budgeting and forecasting
  • Possesses a mindset of experimentation and learning
  • Experience creating learning agendas in a digital marketing environment
  • Experience with common modeling techniques used in customer analytics – clustering, classification etc. 


  • Bachelor’s degree in Business or Engineering
  • MBA or other related graduate degree preferred


  • 10 years of experience in digital marketing
  • 6 years of experience in people analytics
  • Experience with BI and analytics tools
  • Experience in the managed care, pharmaceutical or biotech industry

Who We Are

A member of the Roche Group, Genentech has been at the forefront of the biotechnology industry for more than 40 years, using human genetic information to develop novel medicines for serious and life-threatening diseases. Genentech has multiple therapies on the market for cancer & other serious illnesses. Please take this opportunity to learn about Genentech where we believe that our employees are our most important asset & are dedicated to remaining a great place to work.

The next step is yours. To apply today, click on the "Apply online" button.

Genentech is an equal opportunity employer & prohibits unlawful discrimination based on race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, disability, marital & veteran status. For more information about equal employment opportunity, visit our Genentech Careers page.

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