AVP, Digital Content & Customer Experience Capabilities

Job Description

The Associate Vice President Digital Content & Customer Experience Capabilities will lead the global function in Digital Human Health responsible for designing and executing customer engagement digital content strategies across all commercial channels. This role oversees campaign orchestration CRM/Veeva systems omnichannel data standards and digital/web capabilities to ensure a cohesive customer experience. They also integrate insights and engagement capabilities into brand and field execution including Plan of Action (POA) execution support while scaling capabilities like content generation and delivery next-best-action orchestration and identity-based personalization across regions and functions. The role also owns the strategy and optimization of the marketing technology stack including CRM content web and consent toolsto enable personalized compliant and high-impact engagement throughout the customer lifecycle.

Position Responsibilities:

• Sets strategic direction for omnichannel engagement content personalization and CRM integration across field and digital channels to optimize customer engagement

• Leads key capabilities including orchestration omnichannel engineering campaign management and integration strategy

• Partners with brand and field leadership to design customer journeys and deliver measurable engagement impact

• Enables next-best-experience (NBx) and omnichannel touchpoints through platforms

• Oversees modular content strategy tagging automation and digital asset management

• Leads campaign and content delivery squads ensuring alignment with brand MLR local adaptation and speed to market

• Leads web/social marketing capabilities & digital analytics

• Manages strategic content operations across internal/external vendors and offshore partners

• Leads the omnichannel strategy defining customer engagement standards taxonomy and tagging frameworks

• Governs end-to-end coordination across CRM identity orchestration and compliance with privacy consent and targeting frameworks

• Ensures cross-functional consistency with tech data and risk/legal functions on experience and regulatory alignment

Managerial Responsibilities:

• Manages team of global employees as direct reports plus their respective pyramids

• The role will report to Senior Vice President Digital Human Health

Educational Requirements:

• Bachelors degree in Marketing Communications Technology or related field

• MBA or equivalent preferred

Behavioral Competencies Required:

• Strong cross-functional leadership across teams e.g. marketing IT compliance and analytics

• Proven ability to lead scaled teams with agile operating models and hybrid vendor/internal talent

Functional Competencies Required:

• Familiarity with global content operating model (e.g. AORs hubs Field CRM enablement) customer journey design identity architecture and digital personalization strategies

• Experience with content strategy campaign platforms omnichannel compliance (DAM Consent tools) and CRM systems

• Deep appreciation of MarTech stack and its applied knowledge across content life cycle and customer engagement touchpoints

• Demonstrated success in leading large-scale transformation programs

Experience Requirements:

• 15 years in digital marketing omnichannel engagement or customer experience leadership

Required Skills:

Accountability Asset Management Benefits Management Customer Experience Management Management Process Management System Development Product Management Requirements Management Stakeholder Relationship Management Strategic Planning System Designs

Preferred Skills:

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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 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:

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 anothers thinking and approach problems collectively.

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 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.

The salary range for this role is

$276600.00 - $435400.00

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 employees 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 can apply for this role through (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

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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:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Remote

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

11/27/2025

*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.