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Job Details

Merck & Co, Inc

Associate Director, Customer Intelligence ( MERCUSR196239ENUS)

Customer Service

Customer Service



Kenilworth, New Jersey, United States

Job Description

We are on a mission to create a world-class customer engagement system that delivers a modern customer experience in a digital world. Customer Intelligence is a key capability that supports our ambition. At our company, Customer Intelligence is the process of collecting and analyzing audience data from the digital landscape obtained through a suite of data management technologies.

The Customer Intelligence team within Omnichannel Customer Experience is looking for an insight professional that can collaborate with cross functional teams to develop insights and make actionable recommendations for critical business questions. This role will partner closely with marketing and communications teams leading social strategy development, shaping channel and engagement plans and overseeing daily analysis of trending social topics that relate to our company and business. The role will also work closely with Digital Analysts across the globe on shaping and establishing social listening best practices.

Primary Responsibilities

This role will include oversight of the Global Oncology Listening program, serving as the right hand to the Director of CI.

We are looking for someone with a passion for research, digital marketing strategy, and customer experience to help bring the data to life and strengthen outcomes.

  • Connect with Oncology Stakeholders across the organization and around the world in need of Customer Intelligence support

    • Understand business needs and design appropriate analytics solutions

    • Align initiatives to Oncology priorities

    • Ensure collaboration and co-creation

    • Guide the creation of actionable outcomes

  • Build stronger partnership with Global Brand Strategy and disease teams

  • Guide digital analysts to develop proactive insights

  • Aid in molding and evolving the Global Oncology listening program

  • Coordinate the development of case studies across therapeutic areas to inspire other teams, beyond the Oncology Franchise, to utilize Customer Intelligence in new ways

Education Minimum Requirements

  • Bachelor degree is required.

  • Advanced degree preferred

Required Experience and Skills

  • 6+ years of experience (minimum of 2 years in Insights)

  • Experience in Pharma/Healthcare industry required, Oncology experience preferred

Preferred Experience and Skills

  • Ability to come up to speed quickly

  • Self-motivated and takes initiative

  • Strong organizational skills and attention to detail

  • Communicates proactively and effectively

  • Outstanding research and analytical skills

  • Creative, lateral thinkers, able to bring new ideas to the table in order to provide value to clients and the internal teams

  • Curious and experimental mindset

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:

Click here to request this role’s pay range.

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:

Work Week


Not Indicated

Valid Driving License:


Hazardous Material(s):


Number of Openings:


Requisition ID:R196239