Director of Omnichannel Customer Engagement & Analytics

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

Benefits offered by this job

Healthcare benefits

401(k) retirement plan

Paid holidays

Vacation

Sick days

Job summary

MSD Malaysia is seeking a senior leader to guide the Customer Engagement & Marketing (CEP&M) organization. You will translate business and customer insights into integrated omnichannel plans, oversee engagement strategies across brands, and drive cross-functional alignment with Brand, Sales, Analytics, and Medical teams.

You will champion change, lead transformation initiatives, and ensure that engagement capabilities evolve with AI-enabled personalization and connected customer journeys,

Qualifications

• Bachelor’s degree or higher in business, marketing, communications, life sciences or related field.
• “12+ years of experience in marketing strategy, customer engagement, omnichannel marketing, or related commercial functions.”
• “Experience in US commercial business or marketing roles and product launch experience.”
• “2+ years of direct-line people management in complex matrix organizations.”
• “Proven ability to influence senior stakeholders and drive cross-functional alignment.”

Responsibilities

• Lead, coach, and develop a team of Customer Engagement Architects and set performance expectations.
• Translate business objectives into integrated omnichannel engagement plans and priorities.
• Partner across Brand, Sales, Analytics, Medical, Operations, and US Media to deliver aligned customer journeys.
• Leverage analytics to inform decisions and drive optimization of engagement strategies.
• Lead transformation initiatives and advocate adoption of new engagement capabilities and operating models.

Skills

Strategic thinking

Executive presence

Stakeholder management

Coaching & talent development

Cross-functional leadership

Marketing operations alignment

Customer engagement

Decision making

Change leadership

Collaboration

Education

Bachelor’s degree in business, Marketing, Communications, Life Sciences

Tools

None

Job description

MSD Malaysia is seeking a senior leader to guide the Customer Engagement & Marketing (CEP&M) organization. You will translate business and customer insights into integrated omnichannel plans, oversee engagement strategies across brands, and drive cross-functional alignment with Brand, Sales, Analytics, and Medical teams.

You will champion change, lead transformation initiatives, and ensure that engagement capabilities evolve with AI-enabled personalization and connected customer journeys,