Job Description

Customer Engagement Planning and Measurement - Business Unit Leader - US Market

The Customer Engagement Planning and Measurement - Business Unit Leader will be a key member of the leadership team, responsible for guiding a group of Customer Engagement Architects. This Director-level position focuses on developing and executing cohesive omnichannel strategies to enhance customer engagement and optimize marketing operations in the US market. This role will work closely with Brand Marketing and Sales leadership to align digital customer strategies and promote a culture of continuous improvement and innovation.

Key Responsibilities include:

Team Leadership and Development
- Lead and mentor a team of Customer Engagement Architects, focusing on skill development and executional excellence.
- Set performance targets and participate in the assessment of team members to support ongoing professional growth.

Strategic Oversight
- Drive the transformation of marketing strategies and customer insights into effective digital customer engagement strategies.
- Oversee the development and execution of Omnichannel go-to-market and Customer Engagement planning activities that align with business goals and customer needs.
- Take a cross-brand approach to maximize impactable revenue by resource management, stakeholder influence, and strategic oversight.

Collaboration and Partnership
- Foster alignment and partnership across internal teams and external partners to design and implement non-personal promotional activities.
- Collaborate with Analytics and Marketing teams to measure and optimize digital promotion spend and drive channel integration.

Analytics and Insights
- Lead the development of engagement analytics to optimize campaign performance and inform strategic decisions that will maximize business impact.
- Maintain learning agendas aligned with key business questions to deliver actionable insights for continuous improvement.

Cultural Leadership
- Promote a culture of agency that drives continuous improvement and innovation within the team and across the organization.
- Encourage the adoption of agile practices and principles to enhance team performance and adaptability.

Market Awareness
- Stay informed about leading trends in digital marketing, customer experience, and marketing automation relevant to the industry.
- Assess current and future staffing needs to ensure the right balance of architects to support agile teams.

Operational Excellence
- Support the implementation of a behavior-based promotional approach to optimize the marketing mix across all channels.
- Temporarily step into the architect role as needed to ensure continuity during staff transitions.
- Act as a change catalyst for your team and stakeholders, exemplifying entrepreneurship in identifying and pursuing opportunities.

Required Qualifications:

Bachelor's degree in a relevant field.
Minimum of 12 years of experience in marketing strategy, customer experience, and multi-channel marketing, with a focus on omnichannel digital strategy.
Proven ability to lead various cross-functional teams and engage senior management effectively.
Strong analytical, problem-solving, and strategic thinking skills.

Preferred Qualifications:

Experience in Cardiovascular, Immunology, Ophthalmology, HIV and Rare Disease therapeutic areas
Advanced degree (Master's or equivalent).
Experience in digital/omnichannel media planning and purchasing.
Familiarity with agile development methodologies and change management practices.
Knowledge of process development and optimization.

Position Location:

Upper Gwynedd, PA with a hybrid work model (combination of in-office and remote work). Relocation assistance is provided.

Current Employees apply HERE

Current Contingent Workers apply HERE

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 click here if you need an accommodation during the application or hiring process.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

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We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts

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, Monday - 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 "remote".

The salary range for this role is

$187,000.00 - $294,400.00

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.

The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.

You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.

San Francisco Residents Only:We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only:We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance

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:

Travel Requirements:

10%

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

Hazardous Material(s):

n/a

Required Skills:

Accountability, Accountability, Adaptability, Agile Application Development, Agile Team Practices, Analytical Thinking, Analytics, Brand Marketing, Business, Business Decisions, Business Process Improvements, Collaboration, Creativity, Cross-Functional Teamwork, Customer Engagement, Customer Experience (CX), Customer Insights, Digital Consumer Engagement, Digital Customer Experience, Digital Marketing, Digital Strategy, Driving Continuous Improvement, Innovation, Leadership, Management Process {+ 20 more}

Preferred Skills:

Job Posting End Date:

06/28/2025

*A job posting is effective until 11:59:59PM on the day BEFOREthe listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID:R353190