Associate Director, Customer Engagement

Canada, CA
May 15 2018
Organization Type
Requisition ID: SAL004765

The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where Merck has codified its 125-year legacy. With a diversified portfolio of prescription medicines, vaccines and animal health products, 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 division 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 Associate Director of Customer Engagement will be responsible for improving our customers’ digital experience and ultimately the performance of the Merck Animal Health (MAH) brands through the planning, implementation and leveraging of our digital technologies. He/she will manage a team of MCM specialists and a team of inside sales representatives. 
Through close collaboration with the Associate Director of Marketing of each Business Unit, the successful candidate will work proactively to support and accelerate our digital transformation.  The individual will have a strong understanding of digital marketing, key emerging platforms and technologies, which will allow him/her to enhance the knowledge and skills of the marketing and field teams, leading the transformation from a broadcast content marketing approach, to a personalized, customer-centric one. 
 In addition to the collaboration with the internal colleagues, he/she will work cross-functionally with the Global teams to lead and direct key initiatives supporting the development and execution of the marketing strategies and tactics and the launch of new tools and services.  The Associate Director of Customer Engagement will report to the Business Operations Director.
General responsibilities: 
  • Lead the development of the Customer Engagement team, including building the required competencies and developing the overall strategy to implement MAH Canada’s digital transformation.
  • Strengthen MAH Canada’s marketing and sales team’s capabilities by rolling out targeted on-the-job and training initiatives to raise the level of digital technologies & marketing expertise.
  • Work in close collaboration with the Associate Director of Marketing from each Commercial Team, to lead the adoption of a multi-channel approach for the field force, evolving the field-customer relationship through enhanced communication channels
  • Manage and develop a team of MCM specialists in the space of multichannel marketing, digital and social media and a team of inside sales representatives that brings value through products and services.
  • Support the deployment of marketing content, social media, email, search and mobile strategy as agreed upon with the brand managers
  • Manages and monitors the success of the MCM / inside sales reps teams and collaborates with the marketing team to define best practices and strategy that will contribute to maximizing sales opportunities
  • Work in close collaboration with the global social media team, to ensure alignment with approach and adherence to global policy
  • Innovate by staying up to date with key trends and digital tools, and develop innovative digital solutions to meet our customer needs

  • 2-5 years of broad Marketing experience including marketing across multiple platforms/channels in the healthcare, pharmaceutical, consumer health or related industries
  • People management experience with strong leadership and development skills is an asset
  • Solid experience and a strong understanding of digital marketing, key emerging platforms and technologies.
  • Thorough understanding of relationship marketing and customer activation including knowledge of customer segments, needs, channel usage and preferences
  • Strong analytical skills with the ability to synthesize insights as input to the MCM strategy
  • Promotes a work environment that fosters creative thinking, innovation and rational risk-taking.
  • Relentlessly seeks, shares and adopts ideas and best practices inside and outside the Company and embraces change introduced by others.
  • Ability to work with minimal direction; comfortable with uncertainty, change and challenging the status quo
  • Strong ability to influence at all levels with clarity and confidence
  • Ability to effectively work cross-functionally and collaborate, with the ability to work in a group and as an individual
  • Language:  Bilingual (French and English)
  • This position may include travel
  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.  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. Merck'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. Merck is an equal opportunity employer, proudly embracing diversity in all of its manifestations.   Search Firm Representatives Please Read Carefully: Merck 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.

Job: Sales Support & Admin Generic
Other Locations: QC, CA; Montreal (Kirkland) QC, CA
Employee Status: Regular
Travel: Yes, 10 % of the Time
Number of Openings: 1
Shift (if applicable):
Hazardous Materials:
Company Trade Name: Merck

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