Associate Director, Human Health International Omnichannel Experience

Job Description

Our Human Health Division maintains a “patient first, profits later” ideology. The organization is comprised of sales,

marketing, market access, digital analytics and commercial professionals who are passionate about their role in bringing our

medicines to our customers worldwide.

The International Commercial Operations (ICO) team in Human Health International (HHI) is a critically important organization in help helping subsidiaries drive tangible impact for all of our customers (e.g., Key Accounts, Prescribers, Patients, Channel Partners) and ultimately delivering sustainable top and bottom-line performance. We do this through:

• Enabling markets in how they deliver the most effective customer and stakeholder experience in the most efficient way.

• Ensuring ongoing productivity and deliver optimal customer service through strategic management of route-to-customer channels.

• Aligning, prioritizing and pulling through enterprise-level strategy, while integrating voice of the markets in strategy design

• Harmonizing and simplifying and scaling best practices across markets

• We are currently seeking an Associate Director level Omnichannel Experience Manager to help execute effective Omnichannel Customer Experience strategies, to achieve our mission in ensuring access for patients to our medicines and vaccines.

The Omnichannel Experience Manager role is of critical importance in realizing our HHI Customer Experience Enablement goals. This role will join the Omnichannel Experience Design team and focus on partnering with markets, regions and global teams to fulfil prioritized HHI Franchise business priorities by planning and designing personalized and orchestrated omnichannel experience programs brought to life through relevant channels and content and enabled by HH capabilities and solutions.

The primary location for this role is Lucerne (Kriens), Switzerland. Other European locations possible: further discussion with hiring manager required.

Responsibilities:

• HHI omnichannel experience programs which fulfil prioritized customer and business goals: Plan and design data and insights-based omnichannel experiences aligned with prioritized business objectives, leveraging in-market insights, platforms, our full digital ecosystem and informing high impact content and channel (personal, non-personal) planning and execution.

• Partner with HH DD&A (Digital, Data & Analytics) and IT to embed and realize consistent omnichannel Customer Experience (CX) capabilities through our must-win HHI programs and based on needs and maturity to enable markets to deliver a differentiated experience across Face to Face and digital channels.

• Work with CX experts to identify opportunities for experience improvement in the customer journey and optimization across multiple channels.

• Build learning plans with in-market DD&A teams to ensure data is available to track, monitor and measure impact on behavioral objectives.

• Cross-functional collaboration: collaborate with marketing (global, HHI and local), International Commercial Operations (ICO) and global partners (HH DDA, IT) to ensure alignment and integration of omnichannel initiatives and prioritizes Agile squad work backlog with HHI Business Owner.

• Stakeholder Engagement: Build strong relationships with key HHI stakeholders including International Marketing Operations Integration Management Office (IMO) and ICO.

Profile

• Bachelors or Master’s Degree.

• Experience in brand and digital marketing (8+ years preferred) including customer experience design, content strategy and channel strategy to meet customers and business goals.

• Adept at execution and measurement of end-to-end programs and campaigns to support continuous improvement of omnichannel campaigns and programs.

• Understand and experienced in planning Health Care Professional (HCP) and Healthcare Consumers engagement using a mix of personal and non-personal channels relevant to different go to market customer engagement strategies.

• Understand roles of different media in meeting commercial objectives and customer needs, and proficiency and experience in owned web and mobile platforms, SEO/SEM, email marketing, social media and dynamic creative optimization in digital advertising.

• Technology and data-savvy. Ability to collaborate skilfully with IT and HH DDA to set the foundations and innovate for omnichannel success (including NBX/NBE and AI).

• Results-driven and focused both on meeting the needs of customers and the business.

• Solid program management experience and, ability to plan, execute and sustain the operationalization of initiatives based on clear implementation roadmaps.

• Preferable worked in Agile teams and embrace Agile principles.

• Focusing on the customer and delivering on their needs.

• Possess a test and learn mentality and equipped with the right knowledge of methodologies, tools and approaches to build this into our daily work.

• Excellent, articulate communicator (written and verbal) and have the ability to make the complex simple.

• You are passionate about what you do and can inspire and influence others, whilst able to also guide, coach, and mentor those around you, at different levels of our organization.

• Resilience and ability to inspire and drive transformative change while maintaining a steadfast focus on value demonstration.

Our Marketing team are passionate about bringing our medicines and vaccines to our customers around the world. Through

digital listening and patient analytics, we are able to understand our customers’ needs and strive to provide solutions to meet

them.

THE COMPANY

Our company has had a presence in Switzerland since 1963. With a regional office and manufacturing/packaging facility, Lucerne is considered the center of operations. Approximately 1,000 people work collaboratively at the four Lucerne locations (Tribschenstrasse, Citybay, Schachen and Kriens). A fifth location has been recently established in Zurich, aimed at accelerating the development and commercialization of many of our company’s medicines and vaccines, which supports our mission to save and improve lives around the world. The new location has a target date of 2021 for operational readiness.

We are proud to be certified as a “Top Employer Switzerland” and “Top Employer Europe” showing the company’s commitment to our employees and the community around us.

The recently opened new location in Zurich focuses on accelerating research, data and commercialization of our medicines and vaccines. The new office will be staffed by teams working in strategic and operational roles in medical affairs, clinical development, access and marketing operations functions.

Who we are ...

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for ...

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Current Employees apply HERE

Current Contingent Workers apply HERE

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:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

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Job Posting End Date:

*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.

Job Posting End Date:06/03/2024

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:R293794