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Job Information

Merck Associate Director Customer Engagement US Oncology Marketing in North Wales, Pennsylvania

Job Description

Our Marketing team are passionate about bringing our medicines and vaccines to our customers around the world. Through digital listening and physician analytics, we can understand our customers’ needs and strive to provide solutions to meet them.

Our customers face unprecedented times in Oncology with rapid innovations in treatment options and they operate in an environment where they are interacting with multiple channels to access drug, medical and practice management information as needed, real-time. To enhance our Company Oncology’s Go-To-Market strategies and capability, we must move towards faster insight-gathering, faster decision-making and improve our ability to execute more efficiently across multiple channels 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, the Multi-Channel Integration Manager will help define customer engagement strategies for our company Oncology

  • Define channel strategies for Oncology that support improve our ability to Go-To-Market and engage customers in a timelier, and relevant way.

  • This role will be responsible for working in an Agile setting along with the brand team, leveraging new and existing capabilities to bring to light customer insights and help the team execute on the engagement strategies based on those insights. The role will collaborate with Oncology 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:

  • Provide strategic expertise to core Company Oncology non-personal assets

  • Based on customer insights, define customer engagement strategies, digital segmentation and customer engagement journeys across our company Oncology brands and their indications.

  • 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.

  • Collaborate with key stakeholders and agencies (Media, Creative, etc.) to recommend channel and vendor mix investments.

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

  • Partner with Investment Analytics and other partners to uncover data-driven insights via ad hoc and/or advanced analytics.

  • Help define new Go-To-Market capabilities that further enhance our ability to make faster decisions and execute on them

  • Support installing non-personal engagement best practices across our non-personal channels (digital, call-center, etc.) to improve the customer experience in these engagements

  • Share and leverage globally best practices, utilization of capabilities, where applicable with the broader Company Oncology community



  • Required: BA/BS

Required Experience:

  • Minimum of (3) years of Digital Marketing, Multi-Channel or Omni-Channel experience (-e.g., email, web, mobile, video, social, call center, etc.)

  • Minimum of (3) years’ experience in looking for trends in data, segmentation analysis, monitoring campaign progress and identifying intervention points - to drive business results

  • Experience with developing channel strategies for new customer audiences via digital marketing

  • Experience using problem solving and analytical skills to identify business solutions

  • Campaign management experience with the ability to put together relevant, effective and actionable recommendations

  • Proven experience in a customer-focused environment

  • Excellent written and verbal communication skills, strong project management experience, and ability to work independently & effectively with tight deadlines in a fast-paced environment

  • Ability to lead, advocate, and collaborate across various functions - at all levels

  • Attention to detail and proven ability to manage multiple, competing priorities simultaneously

  • US Market experience related to sales, marketing or customer marketing.

  • Marketing fundamentals, understanding marketing objectives and imperatives, promotion process knowledge/appreciation

  • Foundational knowledge of media for physicians and other health care providers

  • Strong change management skills (building interest, advocacy and alignment) including Process Change Management

  • Solid leadership and collaboration, experience influencing others, conflict resolution, open to learning from others

  • Compliance-First mindset

  • Proficiency in Microsoft Office - Outlook, Word, PowerPoint, Excel

  • 10% Travel

Preferred Experience:

  • Minimum of (5) years of Pharmaceutical Marketing / Promotion Experience

  • Experience working on Agile team/methodologies

  • Experience in Oncology Marketing

  • Experience with customer marketing automation

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


Merck & Co., Inc., Kenilworth, New Jersey, USA is known as “Merck” in the United States, Canada & Puerto Rico. We are known as “MSD” in Europe, Middle East, Africa, Latin America & Asia Pacific. We are a global biopharmaceutical leader with a diverse portfolio of prescription medicines, oncology, vaccines and animal health products.

We are driven by our purpose to develop and deliver innovative products that save and improve lives. With 69,000 employees operating in more than 140 countries, we offer state of the art laboratories, plants and offices that are designed to Inspire our employees as we learn, develop and grow in our careers. We are proud of our 125 years of service to humanity and continue to be one of the world’s biggest investors in Research & Development.

What we look for …

In a world of rapid innovation, we seek brave Inventors who want to make an Impact in all aspects of our business, enabling breakthroughs that will affect generations to come. We encourage you to bring your disruptive thinking, collaborative spirit and diverse perspective to our organization. Together we will continue Inventing For Life, Impacting Lives while Inspiring Your Career Growth.





In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

US and Puerto Rico Residents Only:

If you need an accommodation for the application process please email us at staffingaadar@msd.com

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Poster at https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf

EEOC GINA Supplement​ at https://www.eeoc.gov/sites/default/files/migratedfiles/employers/eeocgina_supplement.pdf

OFCCP EEO Supplement at https://www.dol.gov/ofccp/regs/compliance/posters/pdf/OFCCPEEOSupplementFinalJRFQA508c.pdf

OFCCP Pay Transparency Rule at https://www.dol.gov/ofccp/pdf/pay-transp%20EnglishformattedESQA508c.pdf

We are an equal opportunity employer, Minority/Female/Disability/Veteran – proudly embracing diversity in all of its manifestations.

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, 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:



No relocation

VISA Sponsorship:


Travel Requirements:


Flexible Work Arrangements:


Valid Driving License:

Hazardous Material(s):

Number of Openings:


Requisition ID: R73648