Head of Contracting & Customer Experience

Merck & Co.; North Wales (Montgomery County); On-site; USD 150,000 - 210,000; Full time

Job summary

Merck & Co. in the United States is seeking a Director, Contracting and Customer Experience to lead the customer-facing HQ teams and the MVCC/VAS/VCAS operations.

The role focuses on delivering exceptional contracting and ordering experiences, aligning with strategic priorities and compliant promotion management. The director will guide staffing, resource allocation, and transformation initiatives while partnering with sales leadership to address critical customer issues and opportunities for

Qualifications

• Minimum 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

Responsibilities

• Oversee the contracting and customer experience teams across the organization.
• Set strategic priorities and allocate resources; work with HQ cross-functional teams.
• Direct promotions management and ensure compliant application of promotion standards across resources.
• Monitor operational metrics, service levels, and customer sentiment to drive continuous improvement.

Skills

People management

Customer experience

Strategic planning

Communication

Leadership

Business analytics

P&L management

Contracting

Sales strategy

Market analysis

Education

Bachelor's degree

MBA

Job description

Merck & Co. in the United States is seeking a Director, Contracting and Customer Experience to lead the customer-facing HQ teams and the MVCC/VAS/VCAS operations.

The role focuses on delivering exceptional contracting and ordering experiences, aligning with strategic priorities and compliant promotion management. The director will guide staffing, resource allocation, and transformation initiatives while partnering with sales leadership to address critical customer issues and opportunities for