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Associate Director Customer Engagement - Merck Animal Health


Madison, NJ
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Job Details

Job Title: Associate Director Customer Engagement - Merck Animal Health  - BUS002252


Merck & Co., Inc. Kenilworth, N.J., U.S.A. known as Merck in the United States and Canada, is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where Merck has codified its legacy for over a century. Merck’s success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.

Merck’s Animal Health (MAH) Division works to improve the health of animals around the world through collaborative partnerships and a deep sense of responsibility towards our customers, consumers, animals, society, and planet. This team of energetic, independent thinkers offers one of the industry’s most innovative portfolios of products, services, and technologies that serve to prevent, treat, and control diseases across all major farm and companion animal species both domestically and internationally.  


As technology and communication channels continue to rapidly evolve so must our company rapidly evolve in order to best engage with our customers. Our global team exists to support local country teams with the tools and associated insights and training that are needed to engage with our many and varied customers around the world.

This position is a key member of this global team focused on engaging with our customers around the world, in particular from the point of view of our field based sales and technical teams. This team works very closely with the digital engagement team, and in full partnership with supporting IT colleagues, to make seamless the customer experience across personal and digital channels.

The successful candidate will bring a background that is close to sales through direct or close indirect involvement with sales teams, along with a demonstrable interest in technology. This will equip them to advise and help execute on the ongoing development of our tools and training across traditional sales and marketing functions. These tools include our global CRM system, sales analytics and reporting tools, as well as building inside / virtual rep and virtual meeting capabilities within the wider based ecosystem. They will also be responsible to guide the development of applications that offer value directly to our customers.

The position will work primarily in a consultative manner, but also be able to provide operational support; as follows: 

  • Act as a consultant to internal AH customers & business partners 
  • Develop a thorough understanding of business objectives and customer needs at the start of every project 
  • Translate these needs into suggested strategy and project requirements 
  • Establish cross functional buy-in and alignment on project strategy and tactics 
  • Orchestrate cross functional teams to execute on pilots / project requirements 
  • Partner with project management teams to drive the "business end" of operationalizing these programs to ensure they are successfully executed 
  • Establish measurable key success factors from the start 
  • Continuously communicate with core stakeholders to share project progress 
  • Create and share best practices globally across the organization

This role will require an understanding and interest in working across a matrixed organization, primarily with core Global Animal Health commercial support teams including Sales, Marketing, Analytics, Customer Applications, Market Intelligence and Business Strategy, Learning & Development, IT, and Digital Platforms.


Education Minimum Requirement: 

  • Bachelors degree

Required Experience and Skills:

  • Minimum of 5 years of experience in sales and/or marketing 
  • Previous experience of various sales and marketing approaches, services and tools used to improve the overall customer experience 
  • Previous experience developing and using segmentation, targeting, and positioning practices 
  • The ability to connect business needs/objectives/problems with solutions 
  • A track record of cross stakeholder project success 
  • Be highly collaborative and influential, with the ability to influence and lead change without direct authority 
  • Excellent communication and presentation skills – ability to communicate with core business leaders and project stakeholders from multiple levels / across various functions of an organization 
  • Proven success in driving results and measure value add back to the business
  • Demonstrable interest and use of technology in these roles, Be passionate about innovating new ways of working 
  • Adapt to and embrace flexible and agile ways of working 
  • Have fun at work!

Preferred Experience and Skills:

  • Experience in an organization that is advanced in the integration of marketing and sales on a common digital platform
  • Have an aptitude for and interest in commercial reporting and analytics 
  • Have experience with / Veeva platform and their components 
  • Experience working within a global matrixed organization to achieve shared success

Your role at Merck is integral to helping the world meet new breakthroughs that affect generations to come, and we’re counting on your skills and inventiveness to help make meaningful contributions to global medical advancement. At Merck, we’re inventing for life. 


If you need an accommodation for the application process please email us at


Search Firm Representatives Please Read Carefully: 

Merck & Co., Inc. is not accepting unsolicited assistance from search firms for this employment opportunity.  Please, no phone calls or emails.  All resumes submitted by search firms to any employee at Merck via email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Merck.  No fee will be paid in the event the candidate is hired by Merck as a result of the referral or through other means.


Visa sponsorship is not available for this position.


For more information about personal rights under Equal Employment Opportunity, visit:




Job Business Consulting

Primary Location NA-US-NJ-Madison

Other Locations 

Employee Status Regular

Number Of Openings 1

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