Associate Director, Patient Support Experience & Engagement Lead - US Marketing Immunology

MSD; North Wales (Montgomery County); On-site; USD 142,000 - 224,000; Full time

Benefits offered by this job

Medical/dental/vision

401(k) retirement

Hybrid work

Paid holidays

Career development

Job summary

Merck is seeking an Associate Director, US Marketing Immunology, PSP Experience & Engagement Lead to shape the end‑to‑end patient and healthcare provider experience for the Immunology Patient Support Program. You will own branding, messaging, content ecosystems, and portal strategy, ensuring compliant, patient‑ and provider‑centered experiences across channels.

You will collaborate with multiple partner teams to translate insights into strategic requirements, guide launch readiness, and drive

Qualifications

• Bachelor's degree in a relevant field.
• MBA/MPH/PharmD or related advanced degree preferred.
• 7+ years in pharma/healthcare marketing, patient support or digital experience.

Responsibilities

• Own end‑to‑end PSP content, messaging, branding and experience strategy across patient and HCP touchpoints.
• Lead development of PSP materials, content and program communications across channels.
• Maintain an end‑to‑end patient/provider communication journey and improve clarity and coordination.
• Partner with Marketing, Legal, Medical and agency partners to manage content strategy and approvals.
• Own portal design requirements and prioritize features aligned with PSP strategy.

Skills

Adaptability

Agile Methodology

Marketing Strategy

Cross-Functional Teamwork

Customer Experience

Education

Bachelor's degree

MBA/MPH/PharmD or related advanced degree

Job description

Job Summary

The Associate Director, US Marketing Immunology, PSP Experience & Engagement Lead is responsible for shaping the end-to-end patient and healthcare provider experience for the Immunology Patient Support Program, with strategic ownership across PSP branding, content and messaging, and the healthcare provider portal. This role translates patient support and brand strategy into a cohesive content ecosystem, ensuring the experience is consistent, useful, compliant, and designed around patient and provider needs. The role serves as the primary brand lead for PSP content development. This role also provides strategic leadership for portal scope, design requirements, feature prioritization, and launch readiness. This individual works collaboratively with the Patient Support Strategy Lead and cross‑functional partners across Brand and Consumer Marketing, Patient Access COE, Digital Human Health (DHH), Data Strategy, Field Leadership, Learning & Development, Legal, Compliance, Privacy, Medical, MLR, and agency partners. The role will use patient and provider research, journey mapping, content performance, channel insights, and program feedback to evolve the PSP experience over time and ensure that content, messaging, and portal capabilities remain aligned with the broader patient support strategy.

Key Responsibilities

• Own the end-to-end PSP content, messaging, branding, and experience strategy across patient and healthcare provider touchpoints, ensuring a clear and consistent support experience across the Immunology portfolio
• Lead the development and ongoing evolution of PSP materials, including PSP branding, patient and HCP messaging and program collateral, website and digital content, and other approved patient‑support communications; coordinate with program and operational partners to ensure approved content is consistently reflected across touchpoints
• Maintain an end-to-end view of the patient and provider communication journey and identify opportunities to improve clarity, consistency, channel coordination, and effectiveness
• Partner with HCP, Consumer, and Payer Marketing, Sales Leadership, Legal, Medical, Compliance, Privacy, MLR reviewers, and agency partners to manage content strategy, development, review, and approval while preserving a patient‑ and provider‑centered experience
• Own brand‑side strategic decisions for the healthcare provider portal, including portal scope, business requirements, design priorities, and feature prioritization in alignment with the broader PSP strategy
• Translate HCP and program needs into detailed portal design requirements, including desired features, workflow and routing needs, user experience principles, content requirements, and business rules, partnering with Digital, technology, Patient Access, and implementation teams through design and build
• Actively engage throughout portal design and development to ensure approved requirements are reflected in the experience and that portal decisions remain aligned with enrollment, hub, field reimbursement, and other PSP capabilities
• Facilitate market and cross‑functional input as portal design progresses, resolve or elevate key business decisions, and support launch readiness for the HCP portal
• Support field readiness by partnering with field leadership and global Learning & Development to ensure training content, tools, and messaging accurately reflect approved PSP services and customer needs
• Use launch learnings, patient and provider feedback, content/channel performance, and program insights to recommend ongoing enhancements to PSP content, messaging, branding, and portal experience

Education

Bachelor's degree or equivalent (BA/BS). MBA, MPH, PharmD, or other relevant advanced degree preferred

Requirements

• 7+ years of experience in the pharmaceutical/biotechnology or healthcare industry, including experience with marketing, patient support, patient experience, content development, digital experience, or related areas
• Experience in patient support, launch readiness, content development, digital experience, or omnichannel marketing strongly preferred
• Demonstrated ability to translate patient, provider, market, and operational insights into clear strategic requirements and recommendations
• Experience leading cross‑functional initiatives and influencing without direct authority in a matrixed organization
• Strong communication, problem‑solving, strategic planning, and stakeholder‑management skills
• Demonstrated strategic thinking with the ability to balance patient experience, business objectives, compliance requirements, and operational feasibility
• Demonstrates high degree of integrity and ethics
• Resilient, adaptable, and comfortable operating in ambiguity; growth mindset

Preferred Experience & Skills

• Awareness and understanding of U.S. commercial, legal, regulatory, privacy, and compliance considerations applicable to patient support programs
• Understanding of and/or experience directly working within the Immunology market
• Familiarity with biologic therapies and/or complex specialty patient support programs
• Experience supporting product launch readiness and lifecycle evolution of patient support programs
• Experience with patient support content strategy, patient/HCP messaging, branding, content development, and integration of digital and non‑digital channels
• Experience with healthcare provider portals or other digital products, including business requirements, feature prioritization, user experience design, and cross‑functional build processes
• Experience with CRM‑enabled journeys, patient‑support websites, content ecosystems, or other patient/provider engagement experiences
• Experience with agency and vendor management and familiarity with MLR review processes

Required Skills

• Adaptability, Agile Methodology, Business Decisions, Channel Marketing Strategy, Communication, Content Strategy, Cross‑Functional Teamwork, Customer Experience (CX), Decision Making, Digital Engagement, HCP Experience, Market Access, Marketing, Marketing Budget Management, Marketing Strategy Implementation, Omnichannel Engagement, Patient Engagement, Patient Experience, Patient Support, Pharmaceutical Industry, Strategic Thinking
• Adaptability, Adaptability, Advertising Campaign Development, Agile Methodology, Clinical Care, Clinical Pathways, Communication, Corporate Ethics, Creative Campaign Development, Decision Making, Digital Analytics, Ethical Standards, Inflammatory Bowel Diseases, Managing Ambiguity, Marketing Budget Management, Marketing Strategy Implementation, Market Research, Patient Advocacy, Patient Care, Patient Engagement, Patient Management, Patient Support, People Leadership, Pharmaceutical Industry, Pharmaceutical Sales

Employee Status and Benefits

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

Salary

The salary range for this role is $142,400.00 - $224,100.00. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this 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.

Benefits

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 Information

The application deadline for this position is stated on this posting. 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. Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. 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 Rights EEOC GINA Supplement. We 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. Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.