Associate Director, Oncology Customer Engagement Job

Gwynedd, PA, US
June 16 2017
Organization Type
Associate Director, Oncology Customer Engagement-MAR006409


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. Today, we are building a new kind of healthcare company – one that is ready to help create a healthier future for all of us.

Our ability to excel depends on the integrity, knowledge, imagination, skill, diversity and teamwork of an individual like you. To this end, we strive to create an environment of mutual respect, encouragement and teamwork. As part of our global team, you’ll have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.

Our customers face unprecedented times in Oncology with rapid innovations in treatment options 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, Customer Engagement Associate Director will help define the recommended customer engagement strategies for Merck Oncology

- Define business requirements for Oncology for relevant capabilities that improve our ability to Go-To-Market and engage customers in a timelier and relevant way.
- This role will be responsible for working with brand teams, leveraging new and existing capabilities to bring to light customer insights, recommend engagement strategies and help the team execute on the engagement strategies based on those insights. The role will collaborate with Brand Marketing, Promotions, Analytics, various agencies/consultants and the broader U.S. enterprise for shared resource.

Key responsibilities include and are not limited to the following:

- Perform in-depth analysis of customer-level engagement data (personal and non-personal) from a variety of sources to inform the brand team of opportunities and choices.
- Based on customer insights, define customer engagement strategies, define engagement segments and design customer engagement journeys across multiple indications for Oncology.
- Collaborate with key stakeholders and agencies (media, etc.) to recommend channel and vendor mix investments.
- Monitor performance vs. objectives as it relates to the execution of our engagement strategies
- Partner with Investment Analytics and other partners to uncover data-driven insights via advanced analytics.
- Identify optimization opportunities while programs are underway Help define new Go-To-Market capabilities that further enhance our ability to make faster decisions and execute on them
- Provide strategic expertise to core Merck Oncology non-personal assets such as
- Support installing engagement best practices across our personal and non-personal channels (digital, call-center, field sales etc.) to improve the customer experience in these engagements
- Share and leverage globally best practices, utilization of capabilities, where applicable with the broader Merck Oncology community



- Required: BA/BS
- Desired: MBA / MS


- Minimum of (4) years of Multi-Channel Marketing experience, including Digital (-e.g., email, web, mobile, video, etc.) and Call Center capabilities, Campaign Management and privacy/consent considerations
- Minimum of (2) years experience in looking for trends in data, segmentation analysis, monitoring campaign progress and identifying intervention points - to drive business results.
- Experience using problem solving and analytical skills to identify business solutions and actionable recommendations
- Ability to lead, advocate, and collaborate across various functions - at all levels
- Strong change management skills (building interest, advocacy and alignment) including Process Change Management


- Minimum of (5) years of Pharmaceutical Marketing, Sales,Operational / Promotion Experience
- Minimum of (5) years of Multi-Channel Marketing experience, including advance digital capabilities expertise (email, web, mobile, video, etc.), campaign management and privacy / consent considerations, marketing automation, sales force tools call center capabilities.
- Six Sigma certification

Our employees are the key to our company’s success. We demonstrate our commitment to our employees by offering a competitive and valuable rewards program. Our Company’s benefits are designed to support the wide range of goals, needs and lifestyles of our employees, and many of the people that matter the most in their lives. If you need an accommodation for the application process please email us at

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​

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

Job: Marketing Communications/Channels ONC

Job Title:Assoc. Dir, Marketing Comms/Channels

Primary Location: NA-US-PA-Upper Gwynedd

Employee Status: Regular

Travel: Yes, 5 % of the Time

Number of Openings: 1

Shift (if applicable): 1st

Company Trade Name:Merck

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