Digitally Enabled Customer Engagement

Employer
Merck
Location
Kenilworth, NJ, US
Posted
March 01 2018
Discipline
Other
Organization Type
Pharma
Requisition ID: GLO001123

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. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where Merck has codified its legacy for over a century. Merck’s success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.


Merck’s Global Human Health (GHH) Division abides by a “patient first, profits later” ideology. Results-driven and ambitious, this team of individuals represents a functional balance between meeting company objectives and the needs of people around the world. The organization is comprised of sales and marketing professionals who are passionate about their role in bringing Merck's prescription medicines, vaccines, and other medical products to our customers worldwide. 

 

The Global Human Health (GHH) division of Merck’s vision is that we will be the leading digitally-integrated biopharmaceutical company. To realize its vision, GHH is implementing three transformational shifts …
  • ACCESS through VALUE demonstration and AFFORDABILITY
  • Industry-leading patient-focused CUSTOMER EXPERIENCE
  • Differentiate through DIGITAL data analytics & insights
  •  GHH is starting a Digital Transformation to differentiate through Digital, Data Analytics and Insights which will provide 4 main sources of value:
  • ENGAGE with payers, patients, and providers through personalized experiences using a combination of in-person and digital channels
  • DECIDE based on deep insights from real-time integrated data analytics
  • AUTOMATE end-to-end core commercial business processes
  • INNOVATE and partner to implement digitally enabled healthcare solutions aligned to integrated business strategies and customer needs
  •  The GHH Digital Transformation will be achieved through collaboration between markets, franchises, IT and other enabling functions and a newly created team – the GHH Digital Accelerator. The GHH Digital Accelerator will support the implementation and realization of the Digital Transformation through flexible a flexible team that will provide deep subject matter expertise. The 6 main focus areas of the GHH Digital Accelerator are:
  • Digital Transformation Governance & Knowledge Sharing
  • Digital Transformation Delivery
  • Digitally Enabled Customer Engagement
  • Customer Engagement & Investment Analytics
  • Digitally Enabled Solutions & Global Strategic Alliances
  • Digitally Enabled Solutions Analytics
  •  The Digitally Enabled Customer Engagement Lead will be responsible for defining and implementing the strategy that will foster personalized, omni-channel customer (healthcare professional, patient, payer) engagement and a differentiated user experience. This role will coordinate closely with IT and the Customer Engagement and Investment Analytics Lead.  
  • Works with prioritized markets to build a compelling vision and strategy for GHH for differentiated customer engagement using digital and in person channels that will support the defined business aspiration
  • Coaches markets and priority brands in setting their strategy and vision for digitally-enabled customer engagement using deep expertise in sales and marketing and ability to help drive change initiatives that lead to greater integration of data and analytics (and execution) across channels
  • Serves as GHH Business Owner for a large, complex and growing portfolio of customer engagement IT products; responsible for user experience, functionality and continuously assessing the external environment and partnering to enhance and augment the IT product portfolio... Leads the team of business experts for customer engagement IT products
  • Responsible for partnering with Global IT to prioritize annual digital technology transformation budget
  • Walks priority brands through processes and levers they can use (e.g., social media, marketing automation, etc.)  working side by side with IT and relevant experts
  • Informs necessary updates to Digital Accelerator Playbook and people/learning implications as digitally enabled customer engagement maturity develops
  • In alignment with Digital Delivery team, partners with prioritized markets to optimize and automate customer engagement related business processes, as part of their digital roadmap
  •  Qualifications: 
  • Innovative thinker
  • Expert strategy and process development skills
  • Highly networked and able to tap into the digital ecosystem of start-ups, tech companies and contractors globally
  • Intellectual curiosity and the ability to vision as well as execute complex initiatives in matrix structures
  • Deep understanding of how to use digital channels, techniques, and operating models to create highly personalized experiences
  • Deep understanding of digital customer engagement technologies
  • Excellent presentation, analytics and communication skills, both written and oral, are required to synthesize key issues, and communicate/persuade constituencies towards specific actions and initiatives
  • Ability to build strong cross-functional partnerships; proven leadership skills and experience in managing teams
  • Well organized, highly motivated, process driven and results oriented with the ability to rebalance priorities and assume responsibility in a multi-tasking environment
  • Provides thought leadership and perspective on digital adoption
  •  

     Location within the greater New York region preferred.

     

     

     

    Qualifications

     

    Education: 
  • Required:  Bachelor’s degree or international equivalent from an accredited university in Health Economics, Medicine, or Business preferred
  •  Required:
  • Minimum of (10) years experience in Digital Marketing and other customer engagement platforms and solutions
  • Critical thinking skills to analyze requirements and propose system and process based solutions
  • Ability to articulate technical concepts to non-technical levels of the organization is a must.
  • Thrives in data-driven, fast-paced organizations
  • Prior experience working on a large digital transformation
  • Willingness to travel up to 50%
  • Fluency in English
  •  Preferred:
    • Fluency in languages beyond English 
     

    Your role at Merck is integral to helping the world meet new breakthroughs that affect generations to come, and we’re counting on your skills and inventiveness to help make meaningful contributions to global medical advancement. At Merck, we’re inventing for life. 

     

    If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to staffingaadar@merck.com.

      

    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 



    Job: Global Marketing
    Other Locations: NY, US; Upper Gwynedd, PA, US
    Employee Status: Regular
    Travel: Yes, 50 % of the Time
    Number of Openings: 1
    Shift (if applicable):
    Hazardous Materials:
    Company Trade Name: Merck

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