Commercial Engagement & Customer Service Lead

Merck; Paço de Arcos; Presencial; EUR 90 000 - 130 000; Tempo integral

Resumo da oferta

Merck seeks a Commercial Engagement & Customer Service Lead (Portugal) to drive our Business Enablement Platform and accelerate growth, customer excellence and organizational effectiveness. Reporting to the Managing Director of Portugal, you will lead Customer Service, Logistics, CRM, content, campaigns and OKR deployment while guiding Commercial Operations and Partnerships.

You will build a multidisciplinary team across Customer Service, Supply Chain Coordination, Omnichannel Engagement, CRM,

Responsabilidades

• Lead Customer Service operations and continuously improve customer experience.
• Coordinate Order Management activities and key customer-facing processes.
• Partner closely with Commercial, Marketing and Supply teams to ensure effective demand planning and product availability.
• Monitor operational performance and proactively address customer and supply risks.
• Manage relationships with external logistics partners (3PL), driving service quality and continuous improvement initiatives and according to GDP requirements.
• Lead the development and execution of omnichannel engagement capabilities.
• Drive adoption and effectiveness of CRM platforms.
• Oversee customer engagement activities across channels, ensuring alignment with business priorities.
• Support the planning and execution of campaigns, content and customer-facing events.
• Identify opportunities to improve customer journeys and engagement effectiveness through data and insights.
• Lead the implementation and governance of the company's OKR framework.
• Lead the process for strategy translation into measurable objectives and business outcomes.
• Support leaders in setting meaningful goals and tracking execution.
• Facilitate performance reviews and foster a culture of ownership and accountability.
• Drive continuous improvement through data-driven decision making and business insights.
• Partner with Business Units in the deployment and governance of commercial policies and customer agreements.
• Support the design and execution of commercial partnerships and incentive programmes.
• Lead operational governance of rebates, discounts, incentives and commercial investments.
• Ensure accuracy, compliance and transparency across commercial operations processes.
• Collaborate closely with Finance to strengthen governance, controls and reporting.
• Identify opportunities to simplify, automate and standardize commercial processes, improving scalability and efficiency.
• Lead relationships with market intelligence and data providers.
• Ensure quality and integrity of commercial and market data.
• Collaborate with Business Units on data governance and business insight generation.
• Support Business Units in Translating data into actionable recommendations that support business decisions and growth opportunities.

Descrição da oferta de emprego

Job Description

The Opportunity We are looking for a Commercial Engagement & Customer Service Lead (Portugal) to lead our Business Enablement Platform and play a critical role in accelerating business growth, customer excellence and organizational effectiveness.

This role operates across the Companion Animal and Livestock Business Units, acting as a strategic business partner while leading key capabilities that enable commercial success, customer engagement, operational excellence and business transformation. Combining hands-on operational leadership with strategic thinking, the role translates business priorities into execution, drives continuous improvement, and ensures that commercial, customer and operational capabilities effectively support sustainable business growth.

It is part of the Leadership Team and reporting to the Managing Director of Portugal.

The successful candidate will lead a multidisciplinary team covering Customer Service, Supply Chain Coordination, Omnichannel Engagement, CRM, Content, Campaigns, Events and OKR deployment, while also driving Commercial Operations, Partnerships, Incentive Governance, Business Insights and Process Improvement initiatives.

Your Mission

As Commercial Engagement & Customer Service Lead, you will be responsible for strengthening three core pillars of the organization:

Key Responsibilities

Customer Service, Logistics & Supply Chain Excellence

• Lead Customer Service operations and continuously improve customer experience.


• Coordinate Order Management activities and key customer-facing processes.


• Partner closely with Commercial, Marketing and Supply teams to ensure effective demand planning and product availability.


• Monitor operational performance and proactively address customer and supply risks.


• Manage relationships with external logistics partners (3PL), driving service quality and continuous improvement initiatives and according to GDP requirements

Omnichannel Engagement, CRM & Customer Experience

• Lead the development and execution of omnichannel engagement capabilities.


• Drive adoption and effectiveness of CRM platforms.


• Oversee customer engagement activities across channels, ensuring alignment with business priorities.


• Support the planning and execution of campaigns, content and customer-facing events.


• Identify opportunities to improve customer journeys and engagement effectiveness through data and insights

Business Performance & OKR Leadership

• Lead the implementation and governance of the company's OKR framework.


• Lead the process for strategy translation into measurable objectives and business outcomes.


• Support leaders in setting meaningful goals and tracking execution.


• Facilitate performance reviews and foster a culture of ownership and accountability.


• Drive continuous improvement through data-driven decision making and business insights.

Commercial Operations, Partnerships & Incentives

• Partner with Business Units in the deployment and governance of commercial policies and customer agreements.


• Support the design and execution of commercial partnerships and incentive programmes.


• Lead operational governance of rebates, discounts, incentives and commercial investments.


• Ensure accuracy, compliance and transparency across commercial operations processes.


• Collaborate closely with Finance to strengthen governance, controls and reporting.


• Identify opportunities to simplify, automate and standardize commercial processes, improving scalability and efficiency.

Business Insights & Market Intelligence

• Lead relationships with market intelligence and data providers.


• Ensure quality and integrity of commercial and market data.


• Collaborate with Business Units on data governance and business insight generation.


• Support Business Units in Translating data into actionable recommendations that support business decisions and growth opportunities.

What We Are Looking For

We are looking for a leader who combines strong business acumen with strategic thinking and execution excellence. The successful candidate will demonstrate the ability to translate strategy into measurable business outcomes, build strong partnerships across functions, influence stakeholders in a complex