Associate Director, Patient Adherence Solutions (CRM+)

Responsibilities

• Manage day-to-day CRM operations for relevant brands: campaign scheduling, workflow monitoring, data quality checks, content updates, and issue resolution
• Oversee companion app management for relevant brands: content update coordination, user experience issue tracking, and vendor communication for fixes and releases
• Monitor refill coordination program performance for relevant brands: ensuring vendor-managed outreach is meeting refill timing targets and SLAs
• Monitor adherence metrics for relevant brands daily and weekly: refill rates, reminder response rates, program enrollment, persistence trends, and drop-off indicators
• Execute brand-specific adherence program configurations within the CRM: setting up new campaigns, adjusting outreach rules, and updating content for launches
• Coordinate with hub operations teams (Access, Affordability) to ensure adherence touchpoints are sequenced correctly for assigned brands
• Flag operational issues and performance gaps to surface CRM workflow failures, vendor SLA misses, and drop-off spikes as they happen
• Support post-launch adherence operationalization, including identification of adherence challenges, workflow updates, and program refinement
• D, Patient Adherence Operations: Reporting relationship; brand assignments, performance standards, escalation support, vendor strategy input
• Brand teams (assigned TA/brands): Brand-specific campaign setup, content updates, launch coordination, and ongoing adherence program optimization

Requirements

• 5+ years in biopharma patient services, CRM operations, digital health operations, or adherence program execution
• Hands-on CRM experience: campaign management, workflow configuration, data quality monitoring, and issue troubleshooting
• Experience managing companion app or digital health tool operations in a production environment
• Strong understanding of adherence barriers, including treatment drop-off drivers, patient engagement challenges, and therapy persistence
• Strong operational discipline to own daily execution for assigned brands; consistency and reliability are the priority
• Vendor coordination skills: managing day-to-day delivery across multiple vendor types, tracking SLAs, and resolving operational issues
• Bachelor's degree in Business, Marketing, or related field; MBA preferred or equivalent degree
• 5+ years pharmaceutical marketing
• Proven ability to innovate and deliver patient support capabilities or innovative solutions that are impactful
• Exceptional knowledge of digital trends and technologies that will drive digital audience growth

Preferred

• 5+ years pharmaceutical marketing
• Proven ability to innovate and deliver patient support capabilities or innovative solutions that are impactful
• Exceptional knowledge of digital trends and technologies that will drive digital audience growth
• Experience in planning and managing budgets across channels while achieving high volume growth targets
• Ability to work in a fast paced environment with multiple changing priorities
• Proven ability to work in a matrixed organization with multiple stakeholders

Benefits

• 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 .