Associate Director, Digital Marketing, Customer Engagement Planning and Measurement

Job Description

As a key member of the Customer Engagement Planning & Measurement team, this Associate Director role will lead the Omnichannel go to market efforts and work with teams of analytic professionals and external media, creative and analytics agency partners. 

 

As we move towards faster insight-gathering, faster decision-making and improvement in the ability to execute more efficiently across multiple channels, we need to be able to deliver relevant information, solutions, and services to our customers how and when they need it. It is imperative that we understand our customers’ engagement preferences more deeply and execute on those insights more efficiently across our promotional mix.  

 

In this role, which is more commonly referred as the Customer Engagement Architect (CEA), this individual will; 

• Define and develop the promotional HCP & consumer activation and engagement strategic go to market plans 

• Improve our ability to Go-To-Market and engage customers in a timelier, and relevant way.  

• Collaborate with a wide array of stakeholders including Marketing, Promotions, Market Research, Analytics, various agencies/consultants, and the broader U.S. enterprise for shared resources. 

 

Key responsibilities include and are not limited to the following:  

• Utilize business strategy and customer insights to identify customer opportunities in digital channels 

• Develop omnichannel go-to-market strategy and design of longitudinal customer engagement plans to ensure positive customer experience. 

• Leverage brand segmentation and customer insights to develop digital go-to-market segments  

• Responsible for defining channel, media and third-party digital partnership choices aligned to strategic priorities and behavioral/communication objectives to drive business impact 

• Design Customer Engagement Journeys to deploy omnichannel campaigns & support differentiated content needs 

• Perform in-depth analysis of customer-level engagement data (non-personal and in-person sales) from a variety of sources to inform the brand team of opportunities and choices. 

• Utilize self-service media analytics tools and perform analyses of customer level engagement data across channels 

• Develop test and learn agendas with defined measurement plans 

• Monitor performance vs. objectives to identify optimization opportunities while in-flight 

• Partner with internal and external teams to uncover data-driven insights via ad hoc and/or advanced analytics. 

• Deliver impactful performance updates through effective storytelling, anchored in strategy, to internal and external partners on a regular cadence 

• Support installing non-personal engagement best practices across the department to improve customer experience  

 

Required Experience & Skillset 

• Minimum of seven (7) years omnichannel marketing and digital media (HCP and/or Consumer) campaign development experience with an emphasis on using both data and digital media strategy to optimize overall customer experience to drive business results. 

• Strong knowledge of marketing fundamentals and ability to align marketing strategy and customer behavior change objectives to tactical campaign design across multiple dimensions (customer, channel, content, cadence). 

• Analytical acumen –ability to synthesize large sets of data, experience looking for trends in data, segmentation analysis, monitoring campaign progress and identifying intervention points and business solutions - to drive business results 

• Demonstrated change management skills and able to establish action plans for self and others to complete work efficiently by setting priorities, establishing timelines and leveraging resources. 

• Demonstrated ability to be adaptive and maintain effectiveness while experiencing major changes in work or environment. 

• Demonstrated ability to lead complex projects/solutions with hands-on, detail-oriented approach. 

• Strong business acumen with ability to translate complex and technical concepts clearly and concisely to broad audiences 

• Experience with using customer marketing capability tools 

• Innovative mindset with affinity toward experimentation and appropriate risk taking. 

• As needed, ability to manage additional digital media related responsibilities within the group 

 

Preferred Experience & Skillset 

• 5 years of experience within Pharmaceutical, Healthcare, over-the-counter medicines, or other regulated industry. 

• Experience with advanced marketing capabilities (i.e., marketing automation, campaign management, analytics platforms, sales force tools, digital/AI recommendation engines, etc.). 

• Experience with Agile Team methodology. 

• Understanding of compliance-related concepts that govern pharmaceutical marketing and sales activities. 

 

Education required:  BA/BS 

Required Skills:

Adaptability, Adaptability, Agile Methodology, Business Strategies, Campaign Management, Collaborative Development, Customer Engagement, Customer Experience Improvement, Customer-Focused, Customer Insights, Data Analysis, Digital Marketing Management, Go-to-Market Strategies, Market Development, Marketing Campaign Development, Marketing Strategy Implementation, Market Research, Media Strategies, Omnichannel Marketing, Oncology Marketing, Personal Initiative, Pharmaceuticals Marketing, Prioritization, Product Launch Planning, Service Excellence {+ 2 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

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 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

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

The salary range for this role is

$142,400.00 - $224,100.00

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:

No relocation

VISA Sponsorship:

No

Travel Requirements:

10%

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

06/8/2026

*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.