Associate Director US Oncology Marketing Omnichannel Customer Engagement Strategy

Job Description

The Omnichannel Customer Engagement Strategy Associate Director will be responsible for partnering with key areas within our Company to help shape the customer engagement strategy and its impact on the strategic design of the Omnichannel Marketing capability for US Oncology. This includes establishing relationships with the US Oncology brand teams, extended business partners, as well as agency and channel partners to champion the adoption, design, expansion and measurement of omnichannel marketing programs to healthcare professionals and consumers.

The Omnichannel Customer Engagement Strategy Associate Director reports into the US Oncology Omnichannel Strategy and Operations Team.

Primary Responsibilities:

• Customer Engagement Strategy: Partner with the US Customer Experience Strategy & Capabilities team to shape the Customer Experience Strategy to better inform US Oncology omnichannel requirements & experiences in partnership with the US Oncology Omnichannel Strategy Lead & US Omnichannel Strategy & Capabilities (OS&C) team
• Operationalization: Oversee the execution of successful Customer Engagement governance practices within US Oncology to improve the consistency of customer-centric execution based on Voice of Customer (VoC), leveraging operational standards, and monitoring of customer impact; Provide visibility to outcomes by way of best practice sharing and adoption within the US Oncology organization.
• Customer Programs: Partner with US Oncology teams to better understand & inform journey mapping, persona strategy, survey design, business case development for new capabilities, etc. Supports US Oncology action plans centered around customer experience initiatives and omnichannel strategy that deliver a competitive advantage to meets customer needs based on design thinking and co-innovation methodologies.
• Communication & Change Management: Champion customer mindset within our organization increasing awareness and adoption; content creation of customer experience practices and principles for distribution to impacted US Oncology stakeholders. Partner with teams to manage change involved in developing seamless, physical and digital personalized omnichannel customer experiences

Position Location:

• Upper Gwynedd, PA with a hybrid work model (combination of in-office 3 days/week and work from home). Relocation assistance provided.

Education Minimum Requirements:

• Required: Bachelor's degree
• Desired: Master's degree

Required Experience and Skills:

• 3+ years of hands-on experience designing and executing strategy programs
• Innovative mindset with affinity toward experimentation and appropriate risk taking
• Demonstrated change management skills with ability to lead, advocate, influence, and collaborate across various functions at all levels.
• Minimum of five (5) years of marketing strategy, customer experience, and multi-channel marketing with an emphasis on Omnichannel customer experience strategy that optimizes overall customer experience to drive business results
• Proficient in working within collaborative, fast-paced environments, building and maintaining strong relationships, peer influence, building effective working relationships with colleagues, and delivering high-quality work
• Strong project management and execution skills, with experience working in agile environments

Preferred Experience and Skills:

• Associate Director Level of Marketing or equivalent from Agency/Consultancy
• Oncology pharmaceutical marketing experience
• Omnichannel marketing experience
• Agile team experience

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NOTICE FOR INTERNAL APPLICANTS

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.

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U.S. Hybrid Work Model

Effective September 5,2023 our U.S. Hybrid work model will be as follows: 1. Three total days on site per week: Tuesday and Wednesday - plus one additional day of choice based on what works best for organizations and/or teams. 2. Fridays will formally be a remote-working day unless business critical tasks require onsite presence.

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Expected salary range:
$130,960.00 - $206,200.00

Available benefits include bonus eligibility, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days. For Washington State Jobs, a summary of benefits is listed here.

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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):
N/A

Requisition ID:R249419