**Job Description** The Executive Director, Customer Engagement Orchestration will play a pivotal role in driving and managing the strategic direction and execution of omnichannel customer engagement initiatives within the US Market. Reporting to the Associate Vice President, Market Operations, this leader will be responsible for orchestrating the omnichannel, enabling customer experiences, and optimizing engagement strategies across all digital and traditional channels. The role requires collaboration with various departments, including Marketing, IT, and across Commercial Excellence & Innovation, to ensure seamless and effective customer interactions. **Primary Responsibilities:** + **Lead and Oversee Customer Engagement Orchestration Strategy & Execution:** Develop and execute the US Market Customer Engagement Orchestration Strategy, focusing on the central development of a US Omnichannel related activation capabilities. + **Omnichannel Product Management:** Develop and implement the omnichannel product strategy to enhance customer engagement. + **Campaign Execution:** Enable the execution of omnichannel campaigns, ensuring consistency and integration across all therapeutic areas and channels. + **Platform Management:** Manage customer engagement platforms, including orchestration engines, customer data platforms, and marketing automation tools. + **Data Integrity and Compliance:** Ensure data integrity and compliance with regulatory requirements in all customer engagement activities. + **Web Operations:** Oversee the management and optimization of our company's web presence within the US, ensuring user-friendly and accessible platforms. + **Collaboration:** Partner with various teams, including US Market Strategy, Field Experience, Compliance, IT, Digital Data and Analytics, and the broader Commercial Excellence and Innovation organization, to enable market and brand strategies. + **Customer Centricity** : Champion company values and ways of working by bringing together connected capabilities around the needs of the customer. **Key Competencies:** + **Strategic Vision:** Ability to develop and implement long-term strategies that align with business objectives and enhance customer engagement. + **Leadership:** Strong leadership skills to guide cross-functional teams and drive initiatives forward. + **Technical Proficiency:** Understanding of digital marketing tools, CRM and orchestration systems, web technologies, and analytics platforms. Experience with MarTech/AdTech stacks. + **Marketing Proficiency:** Deep understanding of customer journeys, segmentation and personalized engagement, including their orchestration across all channels and platforms. + **Program Management:** Excellent program management skills to oversee multiple initiatives and ensure timely delivery. + **Data-Driven Decision Making:** Ability to analyze data, interpret insights, and make data-driven decisions. + **Communication:** Strong verbal and written communication skills to effectively convey strategies, plans, and results to stakeholders. + **Adaptability and Agility:** Ability to thrive in a fast-paced, dynamic environment and manage changing priorities. + **Interpersonal Skills:** Strong interpersonal skills to work effectively with diverse teams and stakeholders. **Education:** + **Required:** Bachelor’s Degree + **Preferred:** MBA or Master’s Degree **Required Experience and Skills:** + Minimum of 10 years of increasing responsibility in marketing, omnichannel, sales, and/or digital experience in the biopharmaceutical industry, or a combination of relevant experience. + Demonstrated experience in leading customer engagement orchestration and digital transformation projects from creation to delivery. + Proven ability to create a shared vision and inspire collaboration across key stakeholders, while confidently driving change. + Strong program management leadership skills, including the ability to coordinate and balance multiple projects across many stakeholders, while meeting deadlines and driving impact. + Demonstrated leadership success in building, leading, developing, and inspiring a multi-level organization of medium/large size. Current Employees apply HERE (https://wd5.myworkday.com/msd/d/task/1422$6687.htmld) Current Contingent Workers apply HERE (https://wd5.myworkday.com/msd/d/task/1422$4020.htmld) **US and Puerto Rico Residents Only:** Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here (https://survey.sogosurvey.com/r/aCdfqL) if you need an accommodation during the application or hiring process. As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights (https://www.eeoc.gov/sites/default/files/2022-10/22-088\_EEOC\_KnowYourRights\_10\_20.pdf) EEOC GINA Supplement​ We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other US State Acts (https://www.msdprivacy.com/us/en/CCPA-notice/) **U.S. Hybrid Work Model** Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”. The salary range for this role is $250,800.00 - $394,800.00 This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits . You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting. **San Francisco Residents Only:** We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance **Los Angeles Residents Only:** We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance **Search Firm Representatives Please Read Carefully** Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. **Employee Status:** Regular **Relocation:** Domestic **VISA Sponsorship:** No **Travel Requirements:** 10% **Flexible Work Arrangements:** Hybrid **Shift:** 1st - Day, Not Indicated **Valid Driving License:** No **Hazardous Material(s):** N/A **Required Skills:** Biopharmaceutical Industry, Biopharmaceuticals, Brand Management, Brand Strategy, Business, Customer Engagement, Customer Service Improvement, Data Analysis, Data-Driven Decision Making, Data Integrity, Digital Marketing, Digital Transformation, Innovation, Management Process, Omnichannel, Product Lifecycle, Product Management, Social Collaboration, Teamwork **Preferred Skills:** **Job Posting End Date:** 06/27/2025 ***A job posting is effective until 11:59:59PM on the day** **BEFORE** **the listed job posting end date. Please ensure you apply to a job posting no later than the day** **BEFORE** **the job posting end date.** **Requisition ID:** R353544