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Job Details

Merck & Co, Inc

GBS Customer & Communications Manager ( MERCUSR174245ENUS)

Customer Service

Assistant Manager



Kenilworth, New Jersey, United States

Job Description

New hires in office-based roles in the US & Puerto Rico will be required, subject to applicable law, to demonstrate that they have been fully vaccinated for COVID-19 or qualify for a medical or religious exemption to this vaccination requirement that can be accommodated without an undue burden to the operation. However, subject to applicable law, employees working in roles that the Company determines require routine collaboration with external stakeholders, such as employees in health services, customer facing commercial, or research-based roles, will be required to be fully vaccinated as a condition of employment.

Our Finance team brings together our financial perspectives into our overall strategic and tactical decision making. We use state-of-the-art techniques for financial analysis, planning, accounting, reporting and performance evaluation. This allows the organization to continue advancing medical innovation and improve lives.

The GBS Communications Manager is responsible for the stewardship of the communications strategy in GBS in three main audiences:

Our Talent, ensuring that the right message is being delivered to the different teams in all locations globally in an inspiring and transparent manner. Our Stakeholders. GBS works in partnership with various teams within our company and this position is in charge that the right message is delivered to the right individual. Our future talent. This position plays an important role on aligning the message with talent engagement and talent acquisition teams in order inform externally to our future talent about the opportunities that our company/area has to offer.

This role owns the communications delivery execution through various channels, audiences and frequencies; content coordination and oversight. As a subject matter expert with key stakeholders, the position is charged with ensuring that all messaging is consistent and intentional across GBS.

Primary Responsibilities:

Formats & Templates:

  • Create all necessary formats & templates in partnership with Corporate Communications to be used in GBS for all communications in all optional channels to distribute.
  • Develop a set of guidelines for the Communications Champions to distribute the materials across GBS to ensure consistency in look & feel.
  • Maintain the formats and templates updated regularly and keep all GBS informed about all changes.

Strategic Messaging:

  • Partner and align with each one of the areas in GBS to understand their needs to communicate and advise on the best way to satisfy those needs within our communications framework.
  • Define a delivery plan for the communications to each one of our audiences in GBS: websites/sharepoints, social networks such as Yammer, E-mail messages, Meetings, among others.

Delivery execution stewardship:

  • Partner with all areas in GBS to ensure a coordinated delivery execution of the communications
  • Oversee the incoming messages from our talent, our stakeholders and our future talent in order to keep the conversation alive

Customer Relationship Model:

  • Supports de definition and execute the governance structure for each customer group and key stakeholder
  • Analyzes requirements and evolution of each customer group and adjusts according
  • Serves as a consultant to leadership to propose and execute appropriate customer strategies to drive desire culture
  • Identifies and leverages opportunities to bring standardization of customer related protocols and interactions
  • Defines customer satisfaction measurement method and frequency



Bachelors, Masters Degree is a plus

Communications, , Public Relations, Marketing

Related Experience

6+ years

Required Knowledge & Skills and/or Related Experience:

  • Demonstrated experience in public relations, marketing and/or communications field
  • Demonstrated ability to develop and maintain financial controls.
  • Effective training skills and team building capabilities for rapid ramp-up of functional tasks within area of responsibility.
  • Demonstrated leadership skills; strong oral and written communication, presentation, conflict resolution and negotiation skills.
  • Pays attention to details, produces accurate work and consistently meets deadlines.
  • Has prior management experience.
  • Familiarity with US GAAP or Business Services is preferred
  • Problem solving and analytical skills with a proactive management style to implement new processes

Required Abilities:

  • People management and Leadership
  • Work under pressure and Decision quality
  • Negotiation and influence
  • Problem solving and critical thinking
  • Teamwork orientation
  • Process improvement and drive for results
  • Dealing with ambiguity
  • Organizational agility and prioritization
  • Assertive Communication and proactivity
  • Strategy development and risk Management

Our Support Functions deliver services and makes recommendations about ways to enhance our workplace and the experience of working at our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.

Who we are …

We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for …

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.


In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.




Residents of Colorado

Click here to request this role’s pay range.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Poster

EEOC GINA Supplement​

OFCCP EEO Supplement

Pay Transparency Nondiscrimination

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status:



No relocation

VISA Sponsorship:


Travel Requirements:

Flexible Work Arrangements:


Valid Driving License:

Hazardous Material(s):

Number of Openings:


Requisition ID:R174245