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Job Details

Merck & Co, Inc

Director, US Omnichannel Strategy & Roadmap

Science and Research

Clinical Research Director



North Wales, Pennsylvania, United States

Job Description

Job Description

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.

Primary Responsibilities

Omnichannel Strategy

  • 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.


  • Bachelor's degree

  • 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.


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​

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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.

Employee Status:



No relocation

VISA Sponsorship:


Travel Requirements:


Flexible Work Arrangements:



Not Indicated

Valid Driving License:


Hazardous Material(s):

Number of Openings:


Requisition ID:R197707