Director, Contracting & Customer Experience

Merck; North Wales (Montgomery County); Hybrid; USD 191,000 - 300,000; Full time

Benefits offered by this job

Medical benefits

401(k) retirement plan

Bonus potential

Hybrid work option

Job summary

Merck in the United States (North Wales, PA) seeks a Director, Contracting and Customer Experience to lead HQ teams including the VCAS, VAS, and C&DS Development, driving customer-focused contracting and ordering processes across the vaccine portfolio.

You will shape strategic priorities, allocate resources, ensure compliance, collaborate with global markets and sales leadership, and deliver a seamless, value-driven customer experience with strong P&L accountability.

Qualifications

• 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.
• Ability to create strategic plans integrating short, mid, and long-term objectives.

Responsibilities

• Oversees customer experience related to contracting, information management, and purchasing processes.
• Leads staffing, performance management, and development across multiple teams.
• Partners with sales leadership to address key customer issues and opportunities.
• Directs promotions management and ensures compliant application of promotion standards.

Skills

Leadership

Strategic planning

Customer relationship management

Communication

Education

Bachelor of Arts or Bachelor of Science

Master of Business Administration

Tools

CRM systems

Job description

Merck in the United States (North Wales, PA) seeks a Director, Contracting and Customer Experience to lead HQ teams including the VCAS, VAS, and C&DS Development, driving customer-focused contracting and ordering processes across the vaccine portfolio.

You will shape strategic priorities, allocate resources, ensure compliance, collaborate with global markets and sales leadership, and deliver a seamless, value-driven customer experience with strong P&L accountability.