Director - Contacting and Customer Experience

PR Girl Manifesto; Pennsylvania; On-site; USD 191,000 - 300,000; Full time

Benefits offered by this job

Hybrid work arrangement

Job summary

Merck in North Wales, PA seeks a Director of Contracting and Customer Experience to oversee vaccine contracting and customer experience teams, including MVCC and development teams. This role drives strategy, staffing, and cross-functional collaboration to deliver exceptional contract and ordering experiences.

Responsibilities include people management, strategic portfolio support, and ensuring compliant, value-driven customer experiences across channels.

Qualifications

• 10+ years experience in Sales, Marketing or Managed Care - Pharmaceutical industry
• 3+ years experience developing and managing customer relationships
• Experience leading and developing teams within contracting/customer experience functions

Responsibilities

• Lead multi-team contracting and customer experience functions
• Drive strategic priorities and resource allocation for HQ teams
• Ensure compliant, high-quality customer contracting and ordering experiences

Skills

People leadership

Strategic planning

Contracting knowledge

Customer experience

Education

Bachelor of Arts or Bachelor of Science

Master of Business Administration

Tools

CRM systems

Contracting platforms

Job description

# Director - Contacting and Customer ExperienceMerckNorth Wales, PAFull-TimeOct 10, 2026Marketing## Job Description**Job Description**Director, Contracting and Customer Experience Job DescriptionThe US Vaccines Contracting and Customer Experience team supports our customers' vaccine contracting and ordering experience by providing outstanding customer service through contractual and ordering touchpoints. We assist our Field Sales Team, healthcare providers, and healthcare systems to help them meet their contractual and vaccine ordering goals.The Director for our Contracting and Customer Experience team has overall responsibility for the management and results of the customer-facing headquartered teams, along with the D&DS development team. This includes the Vaccine Contracting Account Specialist (VCAS) Team, the Vaccine Account Specialist (VAS) Team which staffs the Our Company's Vaccine Customer Center (MVCC), the C&DS Development Team responsible for promotional and resource creation, approvals, and management.This oversight includes staffing and multi-team leadership, development of a strategic priorities, resource allocation decisions, ownership/management of the customer experience, compliance with laws and policies, and HQ cross functional team collaboration. The Director is also responsible for the successful pull-through and implementation of contract strategies. Key ResponsibilitiesPeople Management\\* Recruits, hires, and supervises the hiring of top talent to build a high-performing, diverse & customer-centric integrated national team.\\* Sets appropriate expectations and assesses performance of direct reports, including team leaders.\\* Rewards and retains team members based on results and by creating an environment supportive of growth and development.\\* Supports and fosters a diverse and inclusive environment.\\* Ensures understanding and continually reinforces principles of the commercial model and provides formal and informal feedback to Headquarter based team regarding the status of implementation.\\* Responsible for leading ongoing organizational and cultural transformation within the contracting and customer experience divisions.\\* Leads annual people management processes for employees (performance management, employee development, compensation & rewards); ensures ongoing feedback & coaching throughout the year to all employees to support achievement of assigned performance objectives.\\* Prioritizes and allocates human resources across customers/accounts.Customer Experience\\* Has ultimate responsibility and ownership of the \"customer experience\" as it relates to contracting, managing customer account information, and purchasing processes through direct and/or indirect channels.\\* Accountable for the teams' delivery of customer experiences that demonstrate value and create trust.\\* Implements an effective customer-centric approach, demonstrating the importance of the customer to our Company.\\* Partners closely with sale team leadership to understand critical customer issues and opportunities to improve the customer experience, ensuring this understanding is incorporated into team plans.\\* Works closely with Headquarter teams, including the OMC, BSC, CCM, and IAM, to ensure a quality and value-driven customer experience.\\* Collaborates closely with other stakeholders to ensure consistency and seamless support across the customer baseStrategic Portfolio Support\\* Oversees the C&DS Development Team, guiding strategic content design, implementation of agile principles, resource stewardship, and operational guidelines to align customer support with business priorities.\\* Directs promotions management and ensures the prioritization and correct, compliant application of promotion process and standards across all resources.\\* Reviews operational metrics, queue times, service levels, and customer sentiment (via surveys and customer research) to drive continuous improvement in MVCC performance and VAS/VCAS engagement. **Education:**\\* Required: Bachelor of Arts or Bachelor of Science\\* Preferred: Masters in Business Administration**Required:**\\* Minimum of (10) years experience in Sales, Marketing or Managed Care - Pharmaceutical industry\\* Minimum of (3) years People Management experience\\* Minimum of (3) years experience developing and managing customer relationships**Technical/Functional Capability Requirements:**\\* Create a strategic plan by integrating short, mid, and long-term objectives\\* Formulate a strategic business plan based on customer business needs and available resources\\* Clearly communicate and articulate a vision and strategy that motivates and energizes the region\\* Understands the market environment - identification of customer segments and business drivers\\* Listen, understand and proactively address customer needs\\* Assess business results against objectives and realign resources based on the assessment\\* Enhance the selling skills and capabilities of the Representatives and Managers to optimize the customer experience Adaptability, Adaptability, Brand Management, Business Decisions, Client Development, Competitor Analysis, Customer Centricity, Customer Engagement, Customer-Focused, Customer Management, Customer Relationship Building, Data Analysis, Executive Presence, Expectation Management, Financial Analysis, Goal Setting, High Performance Team Building, Hiring, Leadership Management, Market Opportunity Identification, Market Trends, People Leadership, Pricing Strategies, Product Management, Sales Management {+ 7 more}$190,800.00 - $300,300.00RegularNo relocationNo10%HybridNot IndicatedNoN/A10/24/2026