Director - Customer Experience and Media Optimization job in Rahway
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New Jersey (NJ),
Rahway
| Job Code: | MERCUSR286795ENUS |
| Employer: | Merck & Co. |
| Category: | Marketing |
| Job Type: | Full Time |
| Location | |
| Country: | United States |
| State: | New Jersey (NJ) |
| City: | Rahway |
| Post Date: | 03/29/2024 |
| Description | |
|
Job Description Description of Position The Global Commercial and Digital Experience (CDX) team is a newly formed organization, serving as part of Global Marketing, Commercial Services and Technology Solutions (GMCS & TS). Working cross-functionally, the CDX team aims to enable the enterprise to disrupt the present and build the animal health of tomorrow by designing and delivering advanced commercial capabilities and ambitious digital experiences to help the business launch their next big bets and enable innovation at global scale. We partner across the enterprise to design, scale, enable and sustain capabilities and solutions that generate the greatest impact for the business and value for our customers. We are the critical mass required to support the enterprise across biopharma, technology and intelligence portfolios as they create moments that matter with customers to become the best animal health company in the world. If you are a strategic thinker with an enterprise mindset and a passion for driving business growth through commercial and digital transformation, this role might be your next opportunity. The Director, Customer Experience and Media Optimization will report into the Executive Director, Customer Experience & Content Excellence Lead. As the Customer Experience & Media Optimization Lead, you will play a critical role in enhancing the overall one animal health customer experience and identifying media optimization opportunities to drive business growth and maximize ROI. The ideal candidate is someone who will be responsible for developing and executing a comprehensive customer experience and media optimization discipline aligned with the organization's overall business objectives. In this role, you will have the ability to think above product/brand, species, and business units, with a laser focus on delivering value to our customers, collaborating across the organization, acting as the guardian of building a Customer Experience discipline & media optimization capability. This role will develop a methodology to understand the needs of existing and target customers - and be able to translate insights into actionable commercial initiatives. This role will support in defining and mapping the end-to-end customer journey (at a company level), to deliver the one animal health experience needed to maximise engagement and retention across our animal health portfolio. In addition to understanding the theory of customer experience, they must be able to operationalize learnings, connect with the business and enable the enterprise to truly embed a customer - centric vs. product-centric mindset. They will be experienced in UX principles and user-centered design, with the ability to facilitate Design Thinking workshops involving cross-functional teams with diverse thinking. They will identify opportunities to connect and enhance the one animal health customer journey and deliver a best-in-class experience. They will be responsible for setting CX objectives and metrics to measure impact and customer satisfaction, aligned with leadership teams. In addition, this role will support in the optimization of media throughout the global organization, creating standards to drive continuously improving value and ROI. Responsibilities: One Animal Health Customer Experience Strategy:
Activate, create, centralize, and maintain customer personas:
-Identify Opportunities to improve connectivity across customer touchpoints:
Champion and Foster a customer-centric culture:
- Monitor and address customer feedback:
Optimize Media Opportunities & Spend:
Monitor industry trends and best practices:-
Education:
Required:
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 separationpackage, 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. Current Employees apply HERE 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. 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: EEOC Know Your Rights EEOC GINA Supplement• Pay Transparency Nondiscrimination 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. Learn more about your rights, including under California, Colorado and other US State Acts 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: $181,600.00 - $285,800.00 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 . 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: Not Applicable Shift: Not Indicated Valid Driving License: No Hazardous Material(s): N/A Requisition ID:R286795 | |
ref: (MERCUSR286795ENUS) 29 days ago
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