Director, Omnichannel Engagement & Measurement

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Job summary

Merck is seeking a Director of Customer Engagement Planning & Measurement (CEP&M) to lead a team of engagement architects and advance omnichannel strategies across an assigned portfolio.

The role partners with Brand Marketing, Sales, Analytics, and Commercial leadership to translate business objectives into integrated plans, driving measurable outcomes and customer experience improvements. Hybrid work is available.

Qualifications

• Bachelor’s degree in business, Marketing, Communications, Life Sciences, or a related field.
• Minimum of 12 years of experience in marketing strategy, customer engagement, omnichannel marketing, customer experience, or related commercial functions.
• Experience in US commercial business or marketing roles.
• Minimum of 2 years of direct-line people management / proven success leading teams within complex matrix organizations.
• Demonstrated ability to influence senior stakeholders and drive cross-functional alignment.
• Experience leading organizational change and transformation initiatives.

Responsibilities

• Lead, coach, and develop a team of Customer Engagement Architects.
• Translate objectives and insights into integrated omnichannel engagement plans.
• Provide strategic oversight for engagement planning across brands and portfolios.
• Drive prioritization and resource allocation to maximize business impact.
• Partner with Marketing Operations and other teams to evolve AI-enabled engagement capabilities.
• Ensure end-to-end customer journey and experience across channels.

Skills

Strategic leadership

People management

Stakeholder management

Communication

Change management

Education

Bachelor's degree in business/marketing

Job description

Merck is seeking a Director of Customer Engagement Planning & Measurement (CEP&M) to lead a team of engagement architects and advance omnichannel strategies across an assigned portfolio.

The role partners with Brand Marketing, Sales, Analytics, and Commercial leadership to translate business objectives into integrated plans, driving measurable outcomes and customer experience improvements. Hybrid work is available.