Associate Director - Intelligent Personal Engagement

Merck; Hyderabad; On-site; INR 3,200,000 - 5,200,000; Full time

Job summary

Merck in Hyderabad, India, is seeking an Associate Director to lead the strategy, roadmap, and delivery of digital solutions for customer-facing teams. You will oversee Field engagement, CRM, AI capabilities, and related workflows across US and international markets.

You will partner with global capability leads, drive scalable, compliant, user-centered systems, and evolve platforms into an AI-enabled engagement ecosystem that improves engagement effectiveness and customer experiences.

Responsibilities

• Shape and execute strategy, roadmap, operating model, and delivery governance for Intelligent Personal Engagement across US and international markets.
• Drive evolution of field engagement, sales ops, customer service, events, and transparency reporting into a connected AI-enabled ecosystem.
• Establish clear capability KPIs in alignment with DHH priorities.

Job description

Job Description

Associate Director - Intelligent Personal Engagement

Customer Knowledge and Measurement | DHH India Hub Delivery

Role snapshot

Reports to

Director - Customer Knowledge and Measurement, DHH India Hub Delivery

Location

Hyderabad, India; international and domestic travel as required by business

Capability scope

Digital solutions for customer-facing teams and service channels: field engagement (face-to-face sales CRM), Veeva Sales Operations, sampling, event management, customer service, Field engagement and reporting, Field AI and associated AI capabilities, global and market deployment

Leadership scope

Lead product and delivery teams across Field, CRM, Veeva/Salesforce platforms, AI-enabled field workflows, operations, compliance reporting, and customer engagement execution

Role Overview

Lead the strategy, roadmap, and delivery of digital solutions supporting customer-facing teams and service channels across US and international markets, spanning field engagement, sales operations, sampling, event management, customer service, Patient CRM, transparency reporting, and associated AI capabilities, and evolve them into a connected, AI-enabled engagement ecosystem.

Job Description

This role sits within the Customer Knowledge and Measurement vertical of Digital Human Health (DHH), India Hub Delivery. The Associate Director, Intelligent Personal Engagement will lead the India Hub capability for the digital solutions that support our customer-facing teams and service channels across US and international markets. The role reports to the Director, Customer Knowledge and Measurement India Hub, and works as part of the US and International Intelligent Personal Engagement team.

The role is accountable for shaping and executing the strategy and roadmap for these solutions, and for delivering and continuously improving the platforms and workflows that power field engagement, sales operations, sampling, event management, customer service, Field CRM, transparency reporting, and associated AI capabilities, including Field AI.

The Associate Director will be a strategic delivery partner to the Intelligent Personal Engagement capability lead and to US and International market stakeholders, driving the evolution of these capabilities into a connected, AI-enabled ecosystem that enables more informed engagement, improves effectiveness across customer-facing teams, and delivers more consistent customer experiences, while remaining scalable, compliant, user-centered, and aligned to business outcomes across Human Health.

Key Responsibilities

• Shape and execute the strategy, roadmap, operating model, and delivery governance for Intelligent Personal Engagement capabilities across US and international markets, in partnership with the global capability lead and aligned with DHH priorities.
• Drive the evolution of field engagement, sales operations, customer service, event management, and transparency-reporting solutions from discrete platforms into a connected, AI-enabled ecosystem with integrated workflows, shared customer data, and reusable
• Establish clear capability KPIs, in