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Job Details

Merck & Co, Inc

Associate Director, Integrated Customer Engagement Manager & Digital Channel Strategist ( MERCUSR195056ENUS)

Customer Service

Assistant Manager



North Wales, Pennsylvania, United States

Job Description

Job Description:

Our Marketing team are passionate about bringing our medicines and vaccines to our customers around the world. Through digital listening and physician analytics, we can understand our customers’ needs and strive to provide solutions to meet them.

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. To enhance our Company Oncology’s Go-To-Market strategies and capabilities, we must move towards faster insight-gathering, faster decision-making and improve our ability to execute more efficiently across multiple channels to deliver relevant information, solutions and services to our customers how and when they need it. It is imperative that we understand our customers’ engagement preferences more deeply and execute on those insights more efficiently across our promotional mix.

  • In this role, the Omni-Channel Integration Manager will help define HCP customer engagement strategies for our company's Oncology

  • Define strategies for Oncology that support improve our ability to Go-To-Market and engage customers in a timelier, and relevant way.

  • This role will be responsible for working in an Agile setting along with the brand team, leveraging new and existing capabilities to bring to light customer insights and help the team execute on the engagement strategies based on those insights. The role will collaborate with Oncology Marketing, Promotions, Market Research, Analytics, various agencies/consultants, and the broader U.S. enterprise for shared resources

Key responsibilities include and are not limited to the following:

  • Develops oncology digital go-to-market strategy and design of longitudinal digital campaign​s​ to ensure positive customer experience

  • Utilizes business strategy and customer insights to identify opportunity spaces and develop customer engagement strategies in digital landscape.

  • Understands business segments to develop go-to market digital segmentation for the brand

  • Design customer engagement Journeys to deploy digital campaigns across our company's Oncology

  • Responsible for digital launch strategies to support brand launches

  • Responsible for defining channel, media and third-party digital partnership choices aligned to strategic priorities and behavioral/communication objectives to drive business impact

  • Perform in-depth analysis of customer-level engagement data (non-personal and in-person sales) from a variety of sources to inform the brand team of opportunities and choices.

  • Monitor campaign performance vs. objectives to identify campaign optimization opportunities while in-flight

  • Partner with Commercial/Investment Analytics and other partners to uncover data-driven insights via ad hoc and/or advanced analytics.

  • Define new capabilities that further enhance our ability to make faster decisions and execute on them

  • Support installing non-personal engagement best practices across to improve the customer experience in these engagements

  • Provide strategic expertise to core Company Oncology digital assets

  • Share and leverage globally best practices, utilization of capabilities, where applicable with the broader Company Oncology community


Minimum required education:

  • Required: BA/BS

Required Experience and skills:

  • US Market experience related to sales, marketing, or customer marketing

  • Digital marketing (omni-channel) experience designing cross channel campaigns

    • Experience with developing digital strategies for new customer audiences

  • Experience developing longitudinal digital campaigns and management experience with the ability to put together relevant, effective and actionable recommendations

    • Understanding marketing objectives and imperatives, promotion process knowledge/appreciation

  • Analytical acumen – proven ability to synthesize data, experience looking for trends in data, segmentation analysis, monitoring campaign progress and identifying intervention points and business solutions - to drive business results

  • Ability to establish networks across stakeholders to drive influence and alignment

    • Excels when addressing ambiguity, working outside existing processes or structures.

    • Focused mindset on customer experience

    • Committed to applying agile values, principles, and practices

    • Test and learn mindset to drive culture of innovation

    • Compliance-First mindset

  • Proficiency in Microsoft Office - Outlook, Word, PowerPoint, Excel

  • 10% Travel

Preferred Experience and skills:

  • Minimum of (5) years of Pharmaceutical Marketing / Promotion Experience

  • Experience working on Agile team/methodologies

  • Oncology Knowledge

  • Marketing

  • Experience with using customer marketing capability tools

Our Human Health Division maintains a “patient first, profits later” ideology. The organization is comprised of sales, marketing, market access, digital analytics and commercial professionals who are passionate about their role in bringing our medicines to our customers worldwide.

Who we are …

We are known as Merck & Co., Inc., Rahway, 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.

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.

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.

Residents of Colorado:

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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.

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Requisition ID:R195056