Digital Marketing Operations Manager (Japanese Speaker)
Roche · Petaling Jaya
At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The Position
Role Summary
The Digital Marketing Operations Manager is responsible for delivering global digital marketing execution services through a centralized hub-based operating model in support of affiliate and business needs. This role executes a broad range of activities across global campaign management, content creation, email, SEO support, sales enablement support, marketing automation, paid media support, reporting, and social media management using approved strategies, templates, standards, and processes defined by Global Digital Marketing and relevant functional teams.
Working closely with affiliates, hub colleagues, and digital marketing teams, the Digital Marketing Operations Manager manages assigned requests with a greater degree of independence, judgment, and accountability. Requests are typically managed through a service management model, while also supporting direct engagement with requestors where required. The role is responsible for delivering high-quality, timely, and consistent execution, resolving routine-to-moderately complex operational issues, and contributing to process improvement and service effectiveness across the centralized delivery model.
The Digital Marketing Operations Manager plays a key role in enabling scale, consistency, and operational excellence across the digital marketing ecosystem by executing more complex work, maintaining service discipline, and supporting reliable delivery across channels, platforms, and markets.
Key Responsibilities
- Execute global and local digital marketing activities and campaign-related services through a centralized operations model, executed by the Global Digital Hub (RSS) in support of affiliate and business requests.
- Deliver work using approved campaign strategies, templates, content frameworks, workflows, quality standards, and governance requirements developed by Global Digital Marketing and relevant functional teams.
- Manage assigned service requests received through the service management tool and, where needed, through direct stakeholder engagement, ensuring work is accurately tracked, progressed, and completed within agreed expectations.
- Execute and coordinate digital campaign activities, including campaign setup, campaign updates, production tasks, workflow management, and delivery support across in-scope services.
- Create, adapt, assemble, format, and maintain written and visual content assets using approved templates, standards, and business requirements.
- Deliver email execution activities, including build, formatting, quality review, testing coordination, scheduling, and deployment support in line with defined processes.
- Perform website and SEO support activities, including content updates, metadata handling, tagging, content structure support, and related optimization-aligned execution tasks.
- Support sales enablement, marketing automation, social media management, paid media support, and reporting activities in accordance with documented requirements and operating procedures.
- Support marketing automation execution, including campaign workflows, segmentation or list support, form or landing page support, journey execution, and related activities as applicable.
- Prepare, update, and maintain recurring reports, reporting inputs, performance summaries, and operational documentation as required.
- Perform quality assurance and validation checks to ensure deliverables are accurate, complete, compliant, and aligned with instructions and standards before release or handoff.
- Communicate directly with affiliates and stakeholders to clarify requests, confirm requirements, provide status updates, and support effective service delivery.
- Troubleshoot routine operational issues, identify root causes of recurring execution problems, and escalate more complex matters appropriately.
- Monitor service queues, workloads, priorities, and request status to help ensure timely and consistent delivery across the hub model.
- Follow and help reinforce standard operating procedures, work instructions, governance requirements, and service processes to ensure consistency and compliance.
- Contribute to continuous improvement by identifying recurring issues, inefficiencies, training gaps, or opportunities to improve service quality, execution consistency, and operational effectiveness.
- Support onboarding, knowledge sharing, and day-to-day guidance for less experienced team members where needed.
- Work effectively across a distributed hub structure, collaborating with team members in multiple locations to ensure aligned and reliable service delivery.
Required Skills & Qualifications
- Bachelor’s degree in Marketing, Business, Communications, Digital, Information Systems, or a related field, or equivalent practical experience.
- 5+ years of experience in digital marketing operations, campaign execution, shared services, content production, marketing services, or a related execution-focused environment.
- Experience working in a service delivery, shared services, hub, or centralized operations model is preferred.
- Strong understanding of digital marketing execution processes across multiple channels and activities, including campaign management, content, email, social, marketing automation, reporting, and related operational workflows.
- Ability to execute a broad range of tasks accurately and independently using established templates, standards, and procedures.
- Strong attention to detail and commitment to quality, accuracy, and process discipline.
- Experience working with service management, workflow, intake, or ticketing tools is preferred.
- Ability to manage multiple requests and priorities in a structured, deadline-driven environment.
- Strong problem-solving skills, including the ability to resolve routine operational issues and escalate more complex matters appropriately.
- Strong written and verbal communication skills, with the ability to work effectively with affiliates, stakeholders, and distributed team members.
- Ability to work successfully in a centralized team structure supporting multiple affiliates, markets, or geographies.
- Familiarity with digital marketing platforms, content systems, CRM, marketing automation, reporting tools, and collaboration platforms is an advantage.
- Willingness to learn new tools, workflows, and service processes across the digital marketing landscape.
Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.