Job Description

The Customer Engagement Transformation Lead will play a key leadership position in the US market, driving the best-in-class commercial engagement strategy for our company. Reporting to the Associate Vice President, Market Operations and Digital CoE, this leader\xe2\x80\x99s primary responsibility will be to guide our U.S. business in its continuous pursuit of impactful customer experience that provides value to our diverse customers and stakeholders, thus impacting and driving our company\'s U.S. Market digital strategy and execution. This position is a hybrid position based out of our Upper Gwynedd Corporate Office in North Wales, PA.

The ideal candidate is an influential strategist, digital marketer with will the ability to influence at all levels in the organization. The candidate would bring experience in setting the vision, orchestrating the digital strategy, and collaborate to influence key stakeholders, such as our Commercial Model Innovation team, U.S. Oncology, Data and Analytics, IT, Marketing, and other functional areas, to enable delivery of a unified Customer Experience.

Primary Responsibilities:

Lead and Oversee US Market Customer Engagement Strategy and Execution

Develop & execute US Market Customer Engagement Strategy, in part focusing on central development of a US Omnichannel and Content Strategy.

Integrate across OME Accelerate initiatives for end-to-end customer activation, measurement, and optimization.

Lead US in-line Omnichannel capabilities and Digital Channels.

In partnerships, lead the integration of US Market Customer Engagement work to ensure alignment of key milestones, success measures, risks and dependencies across the portfolio.

Drive US L3 strategy in partnership with Global team to drive adoption and utilization across US Marketing Teams.

Partner with customer-focused omnichannel strategies connecting CX practices and methodologies with advanced data & analytics, Agile practices, digital marketing, content strategy, and marketing technologies.

Champion Company Values and Ways of Working

Bring together connected capabilities around the needs of the customer, such as Commercial, IT, data & analytics, Legal & Compliance, Learning & Development, and Human Resources.

Embed and lead strategies and processes that incrementally build and strengthen the culture within the Market Operations and Digital CoE organization.

Serve as a leader that will enable and develop our teams

Lead a team of 4 or more direct reports, guiding an overall team of 25+.

Lead and direct a development for all culture, unleashing potential and development actions for the team.

Education:

Required: Bachelor\xe2\x80\x99s Degree

Preferred: MBA, Master\xe2\x80\x99s Degree

Required Experience and Skills:

Minimum of 10 years of increasing responsibility in marketing, Omnichannel, sales, and/or digital experience in the biopharmaceutical industry, or a combination of relevant experience.

Demonstrated experience in leading customer experience and digital transformation projects from creation to delivery.

Demonstrated ability to create a shared vision and inspire collaboration across key stakeholders, while confidently driving change.

Ability to navigate ambiguity and change management with an entrepreneurial mindset.

Demonstrated strong project management leadership skills, including the ability to coordinate and balance multiple projects across many stakeholders, while meeting deadlines and driving impact.

Strong executive presence with experience interacting with senior executives.

Demonstrated leadership success in building, leading, developing, and inspiring a medium to large team.

Excellent verbal and written communication skills

Demonstrated track record of creative problem solving and strategic abilities

NOTICE FOR INTERNAL APPLICANTS

In accordance with all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

Current Employees apply

Current Contingent Workers apply

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please if you need an accommodation during the application or hiring process.

We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another\xe2\x80\x99s thinking and approach problems collectively.

U.S. Hybrid Work Model

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, generally Tuesday, Wednesday and either Monday or Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence. This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as \xe2\x80\x9cremote\xe2\x80\x9d.

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status: Regular

Relocation: Domestic

VISA Sponsorship: No

Travel Requirements: 10%

Flexible Work Arrangements: Hybrid

Shift: Not Indicated

Valid Driving License: No

Hazardous Material(s): n/a

Merck & Co.