Responsibilities

• Lead, coach, and develop a team of Customer Engagement Architects.
• Establish performance expectations and support employee development through ongoing coaching, feedback, and talent planning.
• Build organizational capability through succession planning and development of future leaders.
• Foster a culture of accountability, collaboration, continuous improvement, and customer-centric thinking.
• Translate business objectives, customer insights, and marketing strategies into integrated omnichannel engagement plans.
• Provide strategic oversight for customer engagement planning activities across assigned brands and portfolios.
• Drive prioritization and resource allocation decisions to maximize business impact.
• Ensure engagement strategies align with enterprise priorities, customer needs, and commercial objectives.
• Partner with other Marketing Operations capability teams to articulate business and brand requirements that inform the evolution of AI-enabled customer engagement capabilities, personalization approaches, and future engagement solutions.
• Ensure customer engagement strategies support a connected end-to-end customer journey and customer experience across channels, touchpoints, and interactions.

Requirements

• Bachelor’s degree in business, Marketing, Communications, Life Sciences, or a related field.
• Minimum of 12 years of experience in marketing strategy, customer engagement, omnichannel marketing, customer experience, or related commercial functions.
• Experience in US commercial business or marketing roles.
• Product Launch experience in Marketing, Sales or other commercialization functions
• Minimum of 2 years of direct-line people management / Proven success leading teams within complex matrix organizations.
• Demonstrated ability to influence senior stakeholders and drive cross-functional alignment.
• Experience leading organizational change and transformation initiatives.
• Strong business acumen, strategic thinking, and problem-solving skills.
• Excellent communication, stakeholder management, and people leadership capabilities.

Preferred

• Experience in Oncology, Vaccines, Respiratory, Immunology, Ophthalmology and Cardiovascular marketing, commercial operations, or customer engagement.
• Advanced degree (MBA, Master’s, or equivalent).
• Experience in omnichannel engagement planning, customer journey strategy, media strategy, and customer experience design.
• Experience working within Agile operating models and cross-functional teams.
• Experience leveraging analytics and measurement frameworks to optimize customer engagement strategies.
• Familiarity with emerging AI-enabled marketing and customer engagement capabilities.

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.