Customer Experience Manager

Who We Are:

At Neurocrine Biosciences, we pride ourselves on having a strong, inclusive, and positive culture based on our shared purpose and values. We know what it takes to be great, and we are as passionate about our people as we are about our purpose - to relieve suffering for people with great needs, but few options.

What We Do:

Neurocrine Biosciences is a leading neuroscience-focused, biopharmaceutical company with a simple purpose: to relieve suffering for people with great needs, but few options. We are dedicated to discovering and developing life-changing treatments for patients with under-addressed neurological, neuroendocrine, and neuropsychiatric disorders. The company’s diverse portfolio includes FDA-approved treatments for tardive dyskinesia, chorea associated with Huntington’s disease, endometriosis* and uterine fibroids*, as well as a robust pipeline including multiple compounds in mid- to late-phase clinical development across our core therapeutic areas. For three decades, we have applied our unique insight into neuroscience and the interconnections between brain and body systems to treat complex conditions. We relentlessly pursue medicines to ease the burden of debilitating diseases and disorders, because you deserve brave science. For more information, visit neurocrine.com, and follow the company on LinkedIn, X (Formerly Twitter) and Facebook. (*in collaboration with AbbVie)

About the Role:

Responsible for the development, implementation, and optimization of customer experience capabilities as well as oversight for implementation and management of said capabilities to support the company's pharmaceutical products and marketing initiatives.

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SUMMARY:
Responsible for the development, implementation, and optimization of marketing automation platform, as well as oversight for implementation and management of automated marketing campaigns, to support the company's pharmaceutical products and marketing initiatives.

Your Contributions (include, but not limited to):
• Lead the implementation and integration of marketing automation systems, ensuring seamless functionality and data integrity across platforms.
• Collaborate with cross-functional teams, including Marketing, Data Management, Commercial Analytics, Sales Operations, and IT, to identify automation opportunities and recommend scalable solutions to deliver on business needs.
• Develop and provide training to internal teams and agency partners on the use of marketing automation tools and best practices to maximize efficiency and effectiveness.
• Manage utilization, vendor services, and on-going operations for the marketing automation capabilities and service support to drive effective customer engagements. 
• Establish operational standards for marketing automation excellence and drive continual optimization of capabilities to enhance campaign performance and customer experience. 
• Coordinate with IT, Operations, Marketing, and external agency partners and vendors to implement marketing campaigns which leverage data-driven insights to personalize messaging and drive engagement.
• Manage centralized consent for customers to ensure compliance with local and national regulations. 
• Manage vendor relationships, ensure SLAs are met and operational excellence is maintained while handling escalated issues, budget, and contract management for vendor services
• Perform other duties as assigned 

Requirements: 
• BS/BA degree in marketing, communications, or life sciences and 6+ years of experience in digital marketing, marketing operations, or related fields OR
• Master's degree in marketing, life sciences or business administration and 4+ years of similar experience as noted above
• Understanding and experience with the latest technologies and approaches to implement digital and omnichannel marketing campaigns
• Understanding and experience with platform integration, including agile and lean methodologies driving iterative & incremental product development a plus
• Ability to read, analyze, and interpret documents such as technical procedures, operating and maintenance instructions, and procedure manuals
• Able to translate complex and technical concepts clearly and concisely to broad audiences
• Strong analytical skills with the ability to interpret data and make data-driven decisions
• Proven expertise in implementing and managing marketing automation platforms such as Sales Force Marketing Cloud, Marketo, or similar systems. 
• Demonstrated expertise in building & managing integrated customer journeys, including segmentation, dynamic coding, testing, and analysis across multiple channels 
• Understanding of digital marketing best practices, HTML, ampscript, and creative design for impactful digital communication strategies
• Excellent computer skills
• Excellent communications, problem-solving, analytical thinking skills
• Sees broader picture, impact on multiple departments/divisions
• Ability to meet multiple deadlines across a variety of projects/programs, with a high degree of accuracy and efficiency
• Excellent project management skills

#LI-SW1

Neurocrine Biosciences is an EEO/AA/Disability/Vets employer.

We are committed to building a diverse, equitable, and inclusive workplace, and we recognize there are a variety of ways to meet our requirements. We are looking for the best candidate for the job and encourage you to apply even if your experience or qualifications don’t line up to exactly what we have outlined in the job description.

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The annual base salary we reasonably expect to pay is $127,500.00-$184,800.00. Individual pay decisions depend on various factors, such as primary work location, complexity and responsibility of role, job duties/requirements, and relevant experience and skills. In addition, this position offers an annual bonus with a target of 30% of the earned base salary and eligibility to participate in our equity based long term incentive program. Benefits offered include a retirement savings plan (with company match), paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage in accordance with the terms and conditions of the applicable plans.