Customer Experience & Commercial Excellence Leader

MSD Malaysia; Lisboa; Híbrido; EUR 90 000 - 120 000; Tempo integral

Resumo da oferta

Merck & Co., Inc. in Lisbon, Portugal, seeks a Commercial Engagement & Customer Service Lead to drive customer excellence, operational performance and business transformation. You will lead Customer Service, Supply Chain Coordination, CRM and omnichannel initiatives across Animal Health and related units.

The role reports to the Portugal MD and requires strong leadership, strategic thinking and a hands-on, data-driven approach to improve customer journeys and governance, with a hybrid work setup.

Qualificações

• 10+ years in customer service, commercial operations or business excellence.
• Strong understanding of customer engagement, CRM and omnichannel execution.
• Experience leading cross-functional transformation in matrix organizations.

Responsabilidades

• Lead Customer Service operations and drive seamless customer experience.
• Coordinate order management and key customer-facing processes.
• Partner with Commercial, Marketing and Supply to ensure demand planning.
• Monitor performance and address customer and supply risks.
• Manage relationships with external logistics partners.

Conhecimentos

Customer Service Leadership

CRM Platforms

Omnichannel Execution

Cross-functional Teams

Analytical Skills

Portuguese Fluency

English Proficiency

Ferramentas

CRM Platforms

Descrição da oferta de emprego

Merck & Co., Inc. in Lisbon, Portugal, seeks a Commercial Engagement & Customer Service Lead to drive customer excellence, operational performance and business transformation. You will lead Customer Service, Supply Chain Coordination, CRM and omnichannel initiatives across Animal Health and related units.

The role reports to the Portugal MD and requires strong leadership, strategic thinking and a hands-on, data-driven approach to improve customer journeys and governance, with a hybrid work setup.