Associate Director, Marketing

Field Access Management Crm Strategy And Operations Lead

The Field Access Management (FAM) CRM Strategy and Operations Lead, reporting to the US Director of Field Engagement Capabilities, is responsible for defining and executing the strategic roadmap for the FAM CRM. This leader will ensure CRM capabilities are fully operational and aligned with priority business needs. Serving as a cross-functional liaison, the FAM CRM Strategy and Operations Lead collaborate with technical teams, customer-facing operations, compliance, and external partners to drive seamless CRM enhancements, operational readiness, and digital enablement. The role combines strategic planning, agile execution, stakeholder engagement, and platform optimization to advance CRM effectiveness and customer engagement. By leveraging a deep understanding of customer-facing functions, this leader partners with stakeholders across business and technical teams to evolve the strategic customer engagement model. As the CRM business owner, the Lead directly supports the transformation to a bi-directional engagement approach through CRM capabilities and processes.

Key Responsibilities

• Define and communicate a clear strategic vision and roadmap for FAM CRM that aligns with enterprise objectives, enhances user experience, and leverages market best practices.
• Serve as primary relationship lead for FAM CRM partner.
• Maintain and execute the strategic FAM CRM roadmap, continually identifying opportunities for enhancement by following market trends and partnering with internal stakeholders and users to ensure business needs are met.
• Ensure CRM capabilities function as intended and related business processes are executed to maximize capability realization.
• Align processes with compliance requirements and prepare for core strategic platform upgrades from a business perspective.
• Triage and resolve operational issues to meet business needs.
• Manage CRM demand planning across all business units.
• Develop and implement measurement plans to assess success.
• Engage with legal, compliance, and other relevant bodies to ensure alignment on new customer interaction approaches.
• Communicate with senior business leadership to align strategies, share progress, and mitigate risks.
• Partner with technical and strategic stakeholders to implement CRM capabilities.

Qualifications

Leadership Competencies

Required Skills

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".

Salary And Benefits

The salary range for this role is $139,600.00 - $219,700.00 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 employee's 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 https : / / jobs.merck.com / us / en / compensation-and-benefits .