Job was saved successfully.
Job was removed from Saved Jobs.

Job Details

Merck & Co, Inc

Associate Director Omnichannel Customer Analytics ( MERCUSR181419ENUS)

Customer Service

Customer Service



North Wales, Pennsylvania, 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.

In April 2020, our Company announced plans to consolidate our New Jersey campuses into a single New Jersey headquarters location in Rahway, NJ by 2023. Therefore, this role will be temporarily based in a and exact timing of the departmental move to Rahway, NJ will be communicated at a future date.

We are looking for an Associate Director Omnichannel Customer Analytics who will be responsible for designing and developing customer centric and actionable analytics solutions, improving analytics operational efficiency, driving innovative advanced analytics methodology development and leading ad-hoc omnichannel analytics projects for the US digital analytics and transformation team; In addition, this candidate will oversee the analytics work provided by offshore analytics team. Across our US portfolio, this individual will have the opportunity to influence over $100MM in annual spend on HCP and consumer campaigns.

Primary Responsibilities

  • Drive and be able to finalize analytics methodology design, assess digital promotion or tactic performance, analyze customer behavior and customer journey, deep dive in vendors’ analytics and optimization capabilities, conduct content analysis to optimize customer experience.

  • Design experiments and develop analyses include but not limited to optimal targeting timing, frequency, location, content etc.

  • Oversee design, delivery, and automation of enterprise level campaign analytics deliverables to support campaign optimizations and marketing executive level presentation. These assets include but not limited to monthly omni-channel dashboards, quarterly health checks and content performance summaries.

  • Provide guidance to offshore analytics teams to work extensively on data cleansing, data mining, data quality assessment and data integration across numerous data sources; Leverage offshore analytics team’s expertise to drive analytics excellence together.

  • Work closely with the other advanced analytics team members in Human Health Data Analytics and Insights Group on ROI analysis, digital channel affinity models, customer segmentation as needed to enhance omni-channel targeting strategy

  • Work with different functional areas including MDSI (Master Data Strategy & Integration), reporting, tagging, and various project managers to expand digital data capture, enhance digital data quality and improve the data usage i.e. 3rd party data assets, email data, and content data

  • Able to identify when an ongoing HCP digital analytical request should be migrated to the reporting and BI solutions team for automation; clearly articulate reporting requirements and facilitate automation needs; review and sign off documentations and query standardization from junior analytics teams’ members.

  • Be comfortable of presenting to key partners and leaders and share key learnings across different internal stakeholders and teams

  • Build strategic relationships and manage communication


  • Expertise in digital media and customer analytics

  • Strong problem solving, business analysis and quantitative skills

  • Working knowledge of statistical principles to enable adequate understanding of design of experiments, algorithm models and machine learning techniques (linear or logistic regression, decision trees, cluster analysis, propensity score matching, etc.), the appropriate application of different models, and effective communication to business audiences.

  • Deep understanding of CRM database, data warehousing, architecture, and ETL

  • Fluent in SQL, R, Python and EXCEL or ability to learn quickly on the job as needed

  • Proficient in manipulating and analyzing complex data set for both planned and ad hoc analysis

  • Able to tell stories from diverse analytic and behavioral data in ways the end user can understand. Willingness to teach others but open-minded to learn.

  • Detail oriented and commitment to producing high-quality work and maximizing resources, while meeting deadlines

  • Strong communications and presentational skills

  • Positive attitude, professional, courteous demeanor, strong work ethic and ability to collaborate in a constructive manner with others in a dynamic working environment

  • Always curious and asking questions that would improve customer experience and engagement

  • Ability to work within cross-functional teams

  • Ability to work on multiple tasks simultaneously

Experience & Education

  • Data driven mindset with a minimum of five (5) years of work experience doing quantitative analysis at the digital campaign and customer level

  • Bachelor’s degree in quantitative analytics fields (e.g., engineering, statistics, economics, operational research, or information system) is required

  • Advanced degree strongly preferred

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., 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.

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:




VISA Sponsorship:


Travel Requirements:


Flexible Work Arrangements:

Work Week


Valid Driving License:

Hazardous Material(s):

Number of Openings:


Requisition ID:R181419