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Merck Customer Engagement Manager in Montreal, Canada

The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where Merck has codified its 125-year legacy. With a diversified portfolio of prescription medicines, vaccines and animal health products, Merck’s success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.

Merck’s Global Human Health (GHH) Division abides by a “patient first, profits later” ideology. Results-driven and ambitious, this team of individuals represents a functional balance between meeting company objectives and the needs of people around the world. The division is comprised of sales and marketing professionals who are passionate about their role in bringing Merck's prescription medicines, vaccines, and other medical products to our customers worldwide.

CustomerEngagement Manager (CEM)

The Customer Engagement Manager (CEM) is responsible for the development and execution of customer engagement and promotional strategies, both from a therapeutic and product perspective, across all relevant customer channels.

These strategies will be built on a deep understanding of the brand strategy, product and therapeutic area, an extensive knowledge of the digital environment, deep customer insights, and a comprehensive view of the end-to-end patient journeys. With this knowledge, the CEM will lead the development of a strong content strategy in support of the CE strategy, to leverage all channels effectively including direct-to-consumer marketing, digital marketing, and both personal and non-personal promotion.

To help accomplish this, the CEM will work with the brand lead and customer experience & solutions team to fully understand and define the patient journey, with the goal of identifying, creating and implementing solutions aligned to customer needs and business objectives, improving the overall customer experience.

In order to speed time to market, test, learn, adapt and optimize, the CEM will lead agile teams comprised of cross-functional team members, internally and externally, that will collaborate to move from strategy to implementation and execution, in order to deliver the best possible customer experience.

The position will report to the Associate Director, Customer Engagement.


  • Lead an agile team in the development and executionof brand specific customer engagement and promotional strategies, contentstrategies, and supporting tactics in both the product and therapeutic space.

  • Ensure effective brand marketing isincorporated in the strategies, leveraging multiple digital and traditionalchannels, including email marketing, social media marketing, SEM/SEO, video,newsletters, whitepapers, out-of-home (OOH), radio, TV and other forms ofcontent which serve to engage customers throughout the customer journey.

  • Work with agile teams (including digital first agencies), to produceclear, creative and engaging content to support the brand specific customer& promotional strategies

  • Ensure a strong focus on measurement,with defined goals, KPIs and metrics are embedded in the strategic planning& execution.

  • Build in a data-focused mindset, withcontinuous assessment of performance, identifying opportunities and problematicareas, working towards optimizing the campaign in a real-time fashion.

  • Cultivate a network of sourcesincluding experts, organizations and associations.

  • Liaise with internal stakeholders,incl. Marketing, External Affairs, Medical, Regulatory and Legal.

  • Manage brand-related promo budgets and/orfunctional area budgets.

Educationand Skills Required:

  • Bachelor’s Degree

  • Certification in the field of DigitalMarketing or similar (asset)

  • Agile Certified Professional (asset)

  • Certified Scrum Professional/Scrum Master (asset)

  • Google Analytics Certification (asset)

  • Postgraduate Degree (asset)

MinimumExperience Required:

  • 8 years of marketing experience

  • 8 years of digital marketing experience

  • 8 years with content marketingexperience


  • Excellent ability for both creative,innovative, conceptual and strategic thinking.

  • Up-to-date with the latest trends andbest practices in marketing, digital marketing, data-driven marketing and keyemerging platforms and technologies to support marketing efforts.

  • Thorough understanding of relationshipmarketing and customer activation including knowledge of customer segments,needs, channel usage and preferences.

  • Develops new insights into innovativesolutions that result in stronger customer engagement.

  • Relentlessly searches for, shares andadopts ideas and best practices in and outside the company and embraces changeintroduced by others.

  • Strong analytical skills and data-driventhinking.

  • In-depth knowledge of SEO/SEM, email,social media and display advertising campaigns.

  • Understanding of how to effectively mapour customer journeys, develop personas and deliver effective customerengagement designs.

  • Ability to identifying target audiencesand build digital campaigns that engage, inform and motivate them.

  • Solid knowledge of website analyticstools (i.e. Google Analytics).

  • Excellent presentation, facilitation andwritten communication skills

  • Ability to work with minimal direction,in a group or as an individual, within the team or cross-functionally.

  • Comfortable with uncertainty, change andchallenging the status quo.

  • Strong ability toinfluence at all levels with clarity and confidence.

Your role at Merck is integral to helping the world meet new breakthroughs that affect generations to come, and we’re counting on your skills and inventiveness to help make meaningful contributions to global medical advancement. At Merck, we’re inventing for life.

Our employees are thekey to our company's success. We demonstrate our commitment to our employees byoffering a competitive and valuable rewards program. Merck's benefits aredesigned to support the wide range of goals, needs and lifestyles of ouremployees, and many of the people that matter the most in their lives. Merck isan equal opportunity employer, proudly embracing diversity in all of itsmanifestations.

Search Firm Representatives

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Merck is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Merck via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Merck. No fee will be paid in the event the candidate is hired by Merck as a result of the referral or through other means.

Job Marketing Communications/Channels

Title: Customer Engagement Manager

Primary Location: NA-CA-QC-Montreal (Kirkland)

Requisition ID: MAR007529