Director, US Omnichannel Strategy & Roadmap
Our Marketing teams are passionate about bringing our medicines and vaccines to our customers around the world. Through digital listening and patient analytics, we are able to understand our customers’ needs and strive to provide solutions to meet them.
The Director for the US Omnichannel Strategy & Roadmap reports to the Leader of the US Omnichannel Strategy & Capabilities department.
As customer expectations and the environment in which we operate evolves, it is essential that we continuously refresh our omnichannel strategy and rapidly explore new ideas that drive a seamless customer experience. The Director, US Omnichannel Strategy & Roadmap is responsible to define the vision and overall strategic imperatives to transform our omnichannel capabilities to be best-in-industry in delivery the desired customer experience. This role must be able to lead both horizontally and vertically within the organization, including integrating with Sr. Leaders in all US Market Business Units, as well as enterprise functions to ensure strategy is aligned to key enablers.
Define vision and overall strategic imperatives to transform our omnichannel capabilities to deliver the desired customer experience that differentiates Merck in the industry
Partner with US Business Units and Customer Experience team(s) to identify, develop, and evolve omnichannel capabilities to support the desired customer experiences; work with Customer Experience team(s) to ensure Omnichannel roadmap aligns to overall CX Strategy
Prioritize personal and non-personal (digital) channels based on preferred customer experiences
Provide strategic guidance on optimal omnichannel engagement activities to drive growth based on specific brand needs
Identify data and research requirements to inform development and evolution of omnichannel customer experiences
Research, ideate, and drive strategic initiatives with a focus on enhancing the customer experience through Omnichannel Capabilities; identify scope, and impact and develop robust business cases to gain stakeholder and leadership alignment
Evaluate the evolving needs of customers, business and field sales through stakeholder and customer feedback, healthcare, and industry trends. Identify and stay current on industry trends, to identify strategic opportunities for development within our enterprise and apply industry leading mindset to work
Omnichannel Capability Roadmap Development & Management:
Lead development of centralized US market omnichannel roadmap by gathering input from US Business Units, Customer Experience team(s), Channel Strategy functions, Global Data & Analytics, and other stakeholders
Coordinate with brand, digital, sales and service teams to plan and execute the omnichannel roadmap across channels
Support identification of initial use cases, provide data to build the business case and secure buy-in around initiatives
Responsible for implementation and execution of US Market roadmap, including managing overall status, risks, dependencies; provide regular updates to Business Units for alignment and feedback
Engage with impacted stakeholders and governance bodies to champion and build of understanding of in flight and future state omnichannel programs
Stakeholder & Team Management
Communicate the vision, strategic imperatives, and value of capabilities to stakeholders, inclusive of Sr. Leaders
Collaborate with cross functional teams including marketing teams, supporting digital and technology teams, insights & analytics teams, creative agencies, media agencies, and other vendor partners
Serve as omnichannel expert and upskill team members and organization around omnichannel strategy and vision
People Mgt & Development - Establish and manage development plans for direct reports and coach them to grow their capabilities, enable long term career growth, and achieve organizational goals
Budget planning and management, as appropriate
This is not an extensive, comprehensive listing of job functions. May perform other duties as assigned, including management of vendor services and/or contracted support.
Position Location: Upper Gwynedd, PA with hybrid work model (combination of in-office/work from home). Relocation assistance provided.
Desired: Master's degree
Working Knowledge and Skills
Minimum of 10+ years marketing strategy, customer experience, multi-channel marketing with an emphasis on omnichannel digital strategy that optimizes overall customer experience to drive business results.
Leadership that serves to catalyze how Merck engages differently with customers in impactful & compliant ways
ML / AI models and omnichannel personalization capabilities
Demonstrated strategic thinking, problem solving, analytical critical thinking and planning skills
Demonstrated success in vendor management
Demonstrated success in advancing capabilities across organizational functions
Strong collaboration, organizational and communication skills
Proficient at leading diverse cross functional teams with and without formal authority and effectively engaging senior management
Demonstrated strength to function and influence others effectively in a fast-paced, ambiguous environment, with frequently changing priorities
Strong business acumen with ability to translate complex concepts clearly and concisely to broad audiences.
Financial and budget management skills
Preferred knowledge and Skills
Director Level of Marketing or equivalent from Agency/Consultancy
Oncology pharmaceutical marketing knowledge
Omnichannel marketing knowledge
Agile development team knowledge
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.
NOTICE FOR INTERNAL APPLICANTS
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.
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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.
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Flexible Work Arrangements:Hybrid
Valid Driving License:No
Number of Openings:1