Job Description
As a key member of the U.S. Oncology Omni-Channel Strategy & Innovation team, the Associate Director, U.S. Oncology Marketing - Customer Engagement Manager will work with marketing stakeholders, analytics professionals and external media & creative agency partners.
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 Go-To-Market strategies and capabilities, 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.
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In this role, the Customer Engagement Manager (CEM) will:
- Define non-personal promotion HCP customer channel and engagement strategies.
- Improve our ability to Go-To-Market and engage customers in a timelier, and relevant way.
- 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.
- 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:
- Utilize business strategy and customer insights to identify customer opportunities in digital channels
- Develop oncology 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 across our Company's Oncology
- Responsible for channel/media strategy to support end to end brand initiatives inclusive of launches
- 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.
- Define new media paid capabilities that further enhance our ability to make faster decisions
- Support installing non-personal engagement best practices across the department to improve the customer experience
- Provide strategic channel expertise to core Company oncology digital assets
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 plan 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
- As needed, ability to manage direct report/contractors now, or in the future (depends on team and assignment).
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.
- Knowledge of the US Oncology Landscape/Market
Education required:
- Bachelor's degree (BA/BS)
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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.
We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
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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.
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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".
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
Valid Driving License:
No
Hazardous Material(s):
NA
Job Posting End Date:
12/4/2024
*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:R323217