Director, Customer Engagement Planning & Measurement (CEP&M)

Merck · North Wales (upper Gwynedd), PA

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CommercialFull-time$191k–$300kCompany career page

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Role summary

Merck seeks a Director to lead customer engagement planning and measurement across therapeutic portfolios. This role oversees a team of architects while partnering with brand, sales, and analytics to develop omnichannel strategies that drive measurable business outcomes and enhance customer experience.

What they're looking for

Bachelor's degree in business, marketing, communications, life sciences, or related field
Minimum 12 years in marketing strategy, customer engagement, omnichannel marketing, or commercial functions
US commercial business or marketing experience
Product launch experience in marketing, sales, or commercialization
Demonstrated expertise in omnichannel strategy, customer experience, and marketing analytics
Strength in strategic decision-making, change leadership, and influencing without authority
Experience building and developing high-performing teams

What you'll be doing

Lead and develop a team of Customer Engagement Architects with performance management and succession planning
Translate business objectives and customer insights into integrated omnichannel engagement plans across assigned portfolios
Partner cross-functionally with brand, sales, analytics, and operations to deliver aligned customer engagement strategies
Leverage analytics and performance insights to guide optimization and drive continuous improvement
Champion adoption of new customer engagement capabilities, technologies, and operating models

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