Associate Director, Patient Adherence Solutions (CRM+)

MSD; Pennsylvania; Hybrid; USD 142,000 - 224,000; Full time

Benefits offered by this job

Annual bonus

Long-term incentive

Comprehensive benefits (medical, etc.)

401(k)

Job summary

MSD is seeking an Associate Director, Patient Adherence Solutions (CRM+) to manage day-to-day CRM operations and companion app management for assigned brands in a hybrid US role based in North Wales, PA. You will oversee outreach campaigns, monitor KPIs, and coordinate with hub operations to ensure a seamless patient adherence experience across channels.

The role requires 5+ years in biopharma patient services or CRM operations, strong data and vendor management skills, and a strategic mindset

Qualifications

• 5+ years in biopharma patient services, CRM operations, digital health operations, or adherence program execution
• Hands-on CRM experience: campaign management, workflow configuration, data quality monitoring, and issue troubleshooting
• Experience managing companion app or digital health tool operations in a production environment
• Strong understanding of adherence barriers, including treatment drop-off drivers, patient engagement challenges, and therapy persistence
• Strong operational discipline to own daily execution for assigned brands; consistency and reliability are the priority
• Vendor coordination skills: managing day-to-day delivery across multiple vendor types, tracking SLAs, and resolving operational issues

Responsibilities

• Manage day-to-day CRM operations for relevant brands: campaign scheduling, workflow monitoring, data quality checks, content updates, and issue resolution
• Oversee companion app management for relevant brands: content update coordination, user experience issue tracking, and vendor communication for fixes and releases
• Monitor refill coordination program performance for relevant brands: ensuring vendor-managed outreach is meeting refill timing targets and SLAs
• Monitor adherence metrics for relevant brands daily and weekly: refill rates, reminder response rates, program enrollment, persistence trends, and drop-off indicators
• Execute brand-specific adherence program configurations within the CRM: setting up new campaigns, adjusting outreach rules, and updating content for launches
• Coordinate with hub operations teams (Access, Affordability) to ensure adherence touchpoints are sequenced correctly
• Flag operational issues and performance gaps to surface CRM workflow failures, vendor SLA misses, and drop-off spikes as they happen
• Support post-launch adherence operationalization, including identification of adherence challenges, workflow updates, and program refinement
• D, Patient Adherence Operations: Reporting relationship; brand assignments, performance standards, escalation support, vendor strategy input
• Brand teams (assigned TA/brands): Brand-specific campaign setup, content updates, launch coordination, and ongoing adherence program optimization
• CRM, refill, and counseling vendors: Day-to-day vendor coordination: campaign execution, SLA tracking, issue resolution, data feed management
• Hub operations teams (Access, Affordability): Ensuring adherence touchpoints are coordinated with upstream patient support for assigned brands
• Patient Acceleration & Insights Ops: Supporting testing and go-live of new adherence capabilities being deployed into production for assigned brands
• AD, HUB Metrics and Performance Measurement: Adherence performance data integration into CoE dashboards, metric alignment
• DHH: CRM data quality, platform configuration support, integration troubleshooting for assigned brands

Skills

CRM Integrations

CRM

Data Analysis

Customer Loyalty

Engagement Strategies

Vendor Communications

Strategic Planning

Retention Strategies

Solutions Design

Interpersonal Relationships

Liaison Work

Data Management

Education

Bachelor's degree in Business

MBA preferred

Job description

## Associate Director, Patient Adherence Solutions (CRM+)Apply: Hybrid: USA - Pennsylvania - North Wales (Upper Gwynedd): Full time: Posted Today: End Date: November 24, 2026 (14 days left to apply): R420186**Job Description**Owns day-to-day adherence operations for assigned brands or therapeutic areas, primarily focused on CRM configuration, companion app management, refill reminders and coordination oversight. Serves as the primary adherence operations contact for assigned brand teams to ensure patients on those brands have a consistent, coordinated adherence experience across all digital and vendor-managed touchpoints. **Key Responsibilities** **Points of Collaboration*** Manage day-to-day CRM operations for relevant brands: campaign scheduling, workflow monitoring, data quality checks, content updates, and issue resolution* Oversee companion app management for relevant brands: content update coordination, user experience issue tracking, and vendor communication for fixes and releases* Monitor refill coordination program performance for relevant brands: ensuring vendor-managed outreach is meeting refill timing targets and SLAs* Monitor adherence metrics for relevant brands daily and weekly: refill rates, reminder response rates, program enrollment, persistence trends, and drop-off indicators* Execute brand-specific adherence program configurations within the CRM: setting up new campaigns, adjusting outreach rules, and updating content for launches* Coordinate with hub operations teams (Access, Affordability) to ensure adherence touchpoints are sequenced correctly for assigned brands* Flag operational issues and performance gaps to surface CRM workflow failures, vendor SLA misses, and drop-off spikes as they happen* Support post-launch adherence operationalization, including identification of adherence challenges, workflow updates, and program refinement* **D, Patient Adherence Operations:** Reporting relationship; brand assignments, performance standards, escalation support, vendor strategy input* **Brand teams (assigned TA/brands):** Brand-specific campaign setup, content updates, launch coordination, and ongoing adherence program optimization* **CRM, refill, and counseling vendors:** Day-to-day vendor coordination: campaign execution, SLA tracking, issue resolution, data feed management* **Hub operations teams (Access, Affordability):** Ensuring adherence touchpoints are coordinated with upstream patient support for assigned brands* **Patient Acceleration & Insights Ops:** Supporting testing and go-live of new adherence capabilities being deployed into production for assigned brands* **AD, HUB Metrics and Performance Measurement:** Adherence performance data integration into CoE dashboards, metric alignment* **DHH:** CRM data quality, platform configuration support, integration troubleshooting for assigned brands **Necessary Skills & Competencies*** 5+ years in biopharma patient services, CRM operations, digital health operations, or adherence program execution* Hands-on CRM experience: campaign management, workflow configuration, data quality monitoring, and issue troubleshooting* Experience managing companion app or digital health tool operations in a production environment* Strong understanding of adherence barriers, including treatment drop-off drivers, patient engagement challenges, and therapy persistence* Strong operational discipline to own daily execution for assigned brands; consistency and reliability are the priority* Vendor coordination skills: managing day-to-day delivery across multiple vendor types, tracking SLAs, and resolving operational issues **Required Education*** Bachelor's degree in Business, Marketing, or related field; MBA preferred or equivalent degree **Preferred Skills*** 5+ years pharmaceutical marketing* Proven ability to innovate and deliver patient support capabilities or innovative solutions that are impactful* Exceptional knowledge of digital trends and technologies that will drive digital audience growth* Experience in planning and managing budgets across channels while achieving high volume growth targets* Ability to work in a fast paced environment with multiple changing priorities* Proven ability to work in a matrixed organization with multiple stakeholders**Required Skills:**CRM Integrations, Customer Loyalty Program, Customer Relationship Management (CRM), Data Analysis, Data Management, Engagement Strategies, Interpersonal Relationships, Liaison Work, Market Access, Retention Strategies, Solutions Design, Strategic Planning, Strategic Thinking, Vendor Communications**Preferred Skills:**Current Employees apply HERECurrent 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.As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:EEOC Know Your RightsEEOC GINA SupplementWe are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.Learn more about your rights, including under California, Colorado and other US State Acts The primary location for this posting is:USA - Pennsylvania - North Wales (Upper Gwynedd) Where required by law, the compensation range for this role is provided below. The salary range for the primary location of this role is:$142,400.00 - $224,100.00 This range reflects the Company's reasonable expectation of the base salary applicable to this role at the time of posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits. **Additional location(s):** Please note the salary range above applies to the Primary Location of the position. Where a role has other listed locations, different compensation guidelines may apply. You may find the salary ranges for additional locations below. If the salary range is not listed for the location you are applying to, our Talent Acquisition team will provide further information to you relevant to your location. **Additional location(s) Compensation Information:****San Francisco Residents Only:** We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance**Los Angeles Residents Only:** We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance**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:**Regular**Relocation:**No relocation**VISA Sponsorship:**No**Travel Requirements:**10%**Flexible Work Arrangements:**Hybrid**Shift:**Not Indicated**Valid Driving License:**No**Hazardous Material(s):**n/a**Job Posting End Date:**11/24/2026**\\*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.**