Human Health International Omnichannel Experience Design, Customer Experience Measurement Manager (m / f / d)

This job is with MSD, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Job Description

Our Human Health Division maintains a "patient first, profits later" ideology. The organization is comprised of sales, marketing, market access, digital analytics and commercial professionals who are passionate about their role in bringing our medicines to our customers worldwide.

The Commercial Operations (ICO) team in Human Health International (HHI) is a critically important organization in help helping subsidiaries drive tangible impact for all of our customers (e.g., Key Accounts, Prescribers, Patients, Channel Partners) and ultimately delivering sustainable top and bottom-line performance. We do this through :

We are currently seeking an Associate Director level Customer Experience (CX) Measurement Manager to join the CX Enablement organization within ICO, to help plan and optimize execute effective Omnichannel Customer Experience strategies, to achieve our mission in ensuring access for patients to our medicines and vaccines.

The Customer Experience (CX) Measurement Manager role is of critical importance in realizing our HHI patient / customer-centric goals. This role will join the Omnichannel Experience team with a focus on Oncology, and partner with markets, regions, global brand teams  and global and regional functions teams to fulfil HHI Franchise business priorities. The role will specifically help by helping to measure and optimize omnichannel campaigns and programs and drive consistent measurement across our markets and regions.

The role will be well-suited to candidates who are able to partner and collaborate in cross-functional teams, bringing analytical and strong communication skills to help coach, guide and influence across diverse global, regional and local stakeholder groups.

Are you passionate about using data to measure and optimize the customer journey? Do you have a proven track record of helping brands and businesses demonstrate the commercial impact of their marketing initiatives? If so, you could be an ideal candidate for the CX Measurement Manager role within Human Health International Commercial Operations (HHICO).

The primary location for this role is Lucerne (Kriens), Switzerland. Other European locations possible : further discussion with hiring manager required.

Main Responsibilities :

Working with markets and regions to implement and realize measurement, modelling and attribution methodologies for customer engagement initiatives across channels and touchpoints.

Identify and use data (e.g., CRM, web analytics, paid social media, search, social listening, surveys, etc.) to evaluate the performance and effectiveness of omnichannel campaigns and programs.

Help marketing teams set their learning agendas and be able to translate data insights into actionable recommendations for continuous optimization of the customer experience.

Help marketers use learnings to inform decisions on their marketing channel and media mix and inform planning and budget allocation.

Guide marketers in the set-up of robust experiments to test and optimize audience, creative and channel effectiveness and efficiency and the impact on driving better customer experience metrics.

Collaborate with cross-functional global, regional and local teams (e.g., franchise marketing, sales, finance, IT, etc.) to align on measurement objectives, data requirements, and reporting standards.

Use consistent data visualization tools and standards data to bring insight and direction to inform Agile Squad decisions and influence outcomes.

Use standard HH planning frameworks to derive metrics that directly demonstrate progress vs goals Create and deliver clear and compelling reports and guidance using dashboards and tools to communicate how we get to the business and customer outcomes through our omnichannel initiatives.

Stay abreast of the latest trends and best practices in customer experience measurement and analytics.

Your Profile :

Bachelor's degree and advanced degree preferred with emphasis in Business, Marketing or Economics.

Minimum 7 years' experience in customer experience and engagement measurement, marketing analytics, or related fields.

Experience in global biopharmaceutical companies is preferred with proven successes and learnings.

Measuring and optimizing omnichannel customer engagement initiatives across different channels and touchpoints.

Experience in developing and using planning and measurement frameworks and setting consistent KPIs and metrics in global organizations.

Strong knowledge of the technologies and data flows necessary between them that will support data capture, storage, analysis, insight and action.

Strong knowledge of measurement and attribution frameworks to inform customer journey analytics, multi-touch attribution, etc.

Proficient in using various tools and platforms for data collection, analysis, and visualization, such as Google Analytics, Adobe Analytics, Salesforce, Tableau, Power BI, etc.

A natural coach and communicator with strong presentation skills; able to break down complex concepts to explain in simple language to diverse internal senior stakeholders, whilst being equally comfortable in the domain of the practitioner.

Curious and analytical : You have a natural curiosity and passion for data and customer insights. You enjoy finding patterns and solving problems using data and analytics.

You are driven by measurable outcomes and continuous improvement.

You're a team player who can work effectively and collaboratively with different functions and levels of the organization. You have strong interpersonal and influencing skills that enable you to build trust, coach and help others make evidence-based decisions.

Agile and adaptable : You are comfortable working in a fast-paced and dynamic environment. You can handle ambiguity and change and adjust your approach accordingly.

Our Marketing team are passionate about bringing our medicines and vaccines to our customers around the world. Through digital listening and patient analytics, we are able to understand our customers' needs and strive to provide solutions to meet them.

THE COMPANY

Our company has had a presence in Switzerland since 1963. With a regional office and manufacturing / packaging facility, Lucerne is considered the center of operations. Approximately 1,000 people work collaboratively at the four Lucerne locations (Tribschenstrasse, Citybay, Schachen and Kriens). A fifth location has been recently established in Zurich, aimed at accelerating the development and commercialization of many of our company's medicines and vaccines, which supports our mission to save and improve lives around the world. The new location has a target date of 2021 for operational readiness.

We are proud to be certified as a "Top Employer Switzerland" and "Top Employer Europe" showing the company's commitment to our employees and the community around us.

The Ring Center building located in Kriens is our Regional Headquarters for Europe, Middle East and Africa. Employees from 50 nations across the region bring their diverse backgrounds and experiences together to develop solutions that benefit all our patients. From this site we provide leadership and support to more than 70 local subsidiaries around the world.

Who we are ...

We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for ...

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us-and start making your impact today.

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. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Current Employees apply HERE

Current Contingent Workers apply 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 : No relocation

VISA Sponsorship :

Travel Requirements :

Flexible Work Arrangements :

Hybrid

Shift : Not Indicated

Valid Driving License :

Hazardous Material(s) :

Job Posting End Date :

12 / 14 / 2024

• 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.

Requisition ID : R301551

LI-DNI