Today's Merck is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. Today, we are building a new kind of healthcare company : one that is ready to help create a healthier future for all of us.
Our ability to excel depends on the integrity, knowledge, imagination, skill, diversity and teamwork of an individual like you. To this end, we strive to create an environment of mutual respect, encouragement and teamwork. As part of our team, you'll have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.
An expert in customer engagement, the Customer Engagement Manager will lead the development and execution of customer engagement strategies, built with a deep understanding of our customers and their behaviors, and designed to ensure we effectively engage them with the right content, through the right channel, at the right time, in order to deliver the best possible customer experience.
These strategies will be built on a deep understanding of the brand, the overarching brand strategy, deep customer insights, and an extensive knowledge of the digital environment. In order to achieve this, the CEM will be responsible for executing on customer journey mapping, digital research and insights, development of personas/profiles, and engagement design that will include a roadmap of planned tactics, relationships between tactics, triggers, channels and well defined measurement criteria.
Additionally, the customer engagement manager will build out a strong content strategy in support of the engagement strategy, to leverage all channels effectively. The content strategy is crucial in ensuring we are not simply utilizing multiple channels, but reaching and engaging our customers via said channels with the optimal content pieces.
Finally, the CEM will foster a collaborative environment, ensuring close collaboration between the CEE team, select brand managers and brand teams, other critical functional areas, the Global CSI team and external agencies.
The position will report to the Associate Director, Customer Engagement Excellence.
: Gain in:depth knowledge of brand and therapeutic area
: Providing expertise and strategic input into brand strategies
: Lead the development and execution of customer engagement strategies, content strategies, customer engagement designs, and supporting tactics
: Ensuring effective marketing for brands and organization is incorporated in the strategies, through blogs, podcasts, video, eBooks, newsletters, whitepapers, SEO, social media marketing, and other forms of content which serve to engage customers throughout the engagement roadmap
: Working with agencies, internal and global teams to produce clear, creative and engaging content
: Cultivating a network of sources including experts, organizations and freelance writers
: Liaising with internal stakeholders, incl. Marketing, External Affairs, Medical, Regulatory and Legal
: Working with the Customer Engagement yst to establish a strong focus on measurement, with defined goals, KPIs and metrics
: Assessing performance, identifying problematic areas and implementing corrective measures
: Responsible for execution of spend related to CEE brand:related promo budgets
Education and Skills Required:
: Bachelor's Degree in Business, Marketing or other related discipline.
: Certification in the field of Digital Marketing or similar
: Google ytics Certification
: Postgraduate Degree (asset)
: Bilingualism (English and )
Minimum Experience Required:
: 5+ years of digital marketing experience
: 5+ years with content marketing experience
: Demonstrable experience leading and managing integrated campaigns, including SEO/SEM, marketing database, email, social