Associate Director, Customer Engagement Strategy and Optimization

Date: Mar 30, 2019

Location: Upper Gwynedd, PA, US

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Requisition ID: MAR007408

Merck & Co., Inc. Kenilworth, N.J., U.S.A. known as Merck in the United States and Canada, is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where Merck has codified its legacy for over a century. Merck’s success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.


Merck’s Global Human Health (GHH) Division abides by a “patient first, profits later” ideology. Results-driven and ambitious, this team of individuals represents a functional balance between meeting company objectives and the needs of people around the world. The organization is comprised of sales and marketing professionals who are passionate about their role in bringing Merck's prescription medicines, vaccines, and other medical products to our customers worldwide. 


Our customers face unprecedented times and they operate in an environment where they are interacting with multiple channels to access drug, medical and practice management information as needed, real-time. In this role, the successful candidate will help define the Healthcare Professional (HCP) customer engagement strategies and integrated digital campaigns for assigned Merck brands. 


This role will be responsible for working with Brand and Promotion teams to leverage new and existing marketing capabilities to identify HCP customer insights and help the team execute on the engagement strategies based on those insights. The role will collaborate with Brand Marketing, Promotion, Investment Analytics, Digital Execution, various agencies/consultants, and the broader US enterprise for shared resources.


Key responsibilities include and are not limited to the following: 

  • Establish trust and credibility as a valued data-driven customer engagement expert and partner to drive change management necessary for successful digital transformation.
  • Perform in-depth analysis of customer level engagement  and other relevant data across personal and non-personal channels from a variety of sources to inform the brand team of optimal engagement opportunities and investment choices.
  • Based on customer insights, develop customer segments, define customer engagement strategies, and design relevant and impactful integrated HCP digital campaigns (considering audience, content, channel, cadence).
  • Support creation of detailed campaign documentation (i.e. campaign design, business rules, and metadata to support analytics) and partner with Digital Execution to ensure campaign is built and deployed to proper specifications.
  • Collaborate with key stakeholders (Marketing, Promotion, Medical Education) and agencies/vendors (media, third party promotion partners, etc.) to recommend channel and vendor mix investments.
  • Partner with Investment Analytics to understand business impact of campaigns and to uncover advanced analytical insights.
  • Define campaign learning plans and monitor performance vs. objectives of campaigns while in-flight and retrospectively.
  • Provide input to help shape the evolution of relevant marketing and analytical capabilities that improve our ability to engage customers in a more timely and relevant manner.
  • Catalog and share customer engagement and digital best practices to reinforce learnings and successful outcomes.

Qualifications

Education Minimum Requirement: 

  • Required:  BA/BS
  • Desired:  MBA

Required Experience and Skills: 

  • Minimum of (5) years multi-channel marketing and campaign design experience with an emphasis on digital engagement strategy that optimizes overall customer experience to drive business results
  • Passion for data and analytics with with ability to socialize key insights through through persuasive story-telling that brings meaningful and actionable context to drive more data-informed decision making
  • Strong knowledge of marketing fundamentals and ability to align marketing strategy and customer behavioral objectives to tactical campaign design across multiple dimensions (customer, channel, content, cadence)
  • Demonstrated change management skills with ability to lead, advocate, influence, and collaborate across various functions at all levels
  • Strong business acumen with ability to translate complex and technical concepts clearly and concisely to broad audiences
  • Innovative mindset with affinity toward experimentation and appropriate risk taking
  • Demonstrated ability to lead complex projects/solutions with hands-on, detail-oriented approach 

Preferred Experience and Skills:

  • Minimum of (5) years within Pharmaceutical or other regulated industry
  • Experience with advanced marketing capabilities (i.e. marketing automation, campaign management, analytics platforms, sales force tools, call center capabilities, recommendation engines, etc.)
  • Experience with Agile Team methodology
  • Understanding of compliance-related concepts that govern pharmaceutical marketing and sales activities


Your role at Merck is integral to helping the world meet new breakthroughs that affect generations to come, and we’re counting on your skills and inventiveness to help make meaningful contributions to global medical advancement. At Merck, we’re inventing for life. 

 

If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to staffingaadar@merck.com.

  

Search Firm Representatives Please Read Carefully: 

Merck & Co., Inc. is not accepting unsolicited assistance from search firms for this employment opportunity.  Please, no phone calls or emails.  All resumes submitted by search firms to any employee at Merck via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Merck.  No fee will be paid in the event the candidate is hired by Merck as a result of the referral or through other means.

 

Visa sponsorship is not available for this position.

 

For more information about personal rights under Equal Employment Opportunity, visit:

 

            EEOC Poster

            EEOC GINA Supplement 

            OFCCP EEO Supplement

 
Merck is an equal opportunity employer, Minority/Female/Disability/Veteran – proudly embracing diversity in all of it’s manifestations.



Job: Marketing Communications/Channels
Other Locations:
Employee Status: Regular
Travel: Yes, 5 % of the Time
Number of Openings: 3
Shift (if applicable): 1st
Hazardous Materials: No
Company Trade Name: Merck

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