AddressJob Description
The Associate DirectorCustomer Experience is the customer's champion accountable for bringing the voice-of-the-customer into the organization by working in projects in diverse cross-functional teams. Their task is to plan, facilitate and co-create a meaningful customer-driven process and ensure the right set of metrics to link the work of the teams directly to the outcome and ensure optimization through experimentation. You are dedicated to insights-driven strategy and evidence-based decision making. Refining deep insight from complex data into articulated customer needs, motivations, and behaviors. Discovering, validating, and delivering solutions in a continuous improvement and Agile environment.
We are seeking a person for this role who can take complex problems and formulate a compelling approach by developing product strategies to work towards solutions, integrating and applying a customer-centric mentality, and balancing quantitative and qualitative inputs to lead business-critical recommendations. You should be an excellent communicator, with experience working cross-functionally and influencing different personalities and perspectives in every organizational level. In addition, you will have a strong business instinct, constantly benchmark with competitors and other industries, track record for delivering results and the ability to help structure large amounts of information around complex and far-reaching analog and digital strategic opportunities across various products and brands. You should be a visionary, high-energy, and intellectually curious colleague who can thrive in a high demand, high performance, and constantly changing environment.
Assignments:
Working with stakeholders from across the enterprise to ensure alignment and implementation of opportunity spaces identified through the Customer Experience strategy.
Work closely with the Customer Experience directors to enable the development of standardized, scalable capabilities and standards aligned to the Customer Experience strategy.
Ensure alignment and activation of Cx stakeholders across the organization.
Work closely with colleagues from the Human Health International organization to ensure alignment to and drive pull-through of the Customer Experience strategy, and associate capabilities, standards and metrics.
Promote change in ways of working across identified priority business areas.
Collation and monitoring of Customer Experience metrics and reporting on cx performance.
Evaluating customer feedback and data to identify improvement opportunities across the customer journey.
Skills:
Customer experience strategy.
Proven knowledge in developing and implementing marketing frameworks and standards.
Ability to direct without authority in a matrix environment.
Strong organizational, verbal, and written communication skills
Strong partnership skills (demonstrated ability to work cross-functionally and cross-divisionally and guide teams to get work done), interfacing with colleagues in global marketing and in markets and regions.
Demonstrated ability to direct and upskill teams in data-driven marketing practices.
Ability to adapt to a fast-paced, dynamic environment and manage multiple projects simultaneously.
Data-driven results-oriented, focused both on meeting the needs of customers and the business - with evidence of past performance.
Qualifications and Experience:
Bachelor's Degree
Minimum of eight (8) years combined experience in marketing, commercial strategy, strategic planning, or marketing/sales support.
NOTICEFORINTERNALAPPLICANTS
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.
Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.
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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, generally Tuesday, Wednesday and either Monday or 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".
Under New York State, Colorado State, Washington State, and California State law, the Company is required to provide a reasonable estimate of the salary range for this job. Final determinations with respect to salary will take into account a number of factors, which may include, but not be limited to the primary work location and the chosen candidate's relevant skills, experience, and education.
Expected salary range:
$135,500.00 - $213,400.00Available 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:
RegularRelocation:
No relocationVISA Sponsorship:
NoTravel Requirements:
10%Flexible Work Arrangements:
HybridShift:
Not IndicatedValid Driving License:
NoHazardous Material(s):
N/ARequisition ID:R288475
PDN-9bcb5eff-36bc-4e1e-b8db-55ab42f2fada
