Merck KGaA

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Omnichannel Lead (all genders) - Peer-to-Peer excellence

A career at our company is an ongoing journey of discovery: our 58,000 people are shaping how the world lives, works and plays through next generation advancements in Healthcare, Life Science and Electronics. For more than 350 years and across the world we have passionately pursued our curiosity to find novel and vibrant ways of enhancing the lives of others.

United As One for Patients, our purpose in Healthcare is to help create, improve and prolong lives. We develop medicines, intelligent devices and innovative technologies in therapeutic areas such as Oncology, Neurology and Fertility. Our teams work together across 6 continents with passion and relentless curiosity in order to help patients at every stage of life. Joining our Healthcare team is becoming part of a diverse, inclusive and flexible working culture, presenting great opportunities for personal development and career advancement across the globe.

Your role:

An exciting opportunity has emerged to join Customer Engagement & Channel Evolution (CECE) team in Global Business Innovation (GBI) within healthcare sector:

To shape and execute our omnichannel vision, strategy and roadmap further we are looking for an omnichannel expert to drive excellence in Peer-to-Peer (i.e. HCP-to-HCP) driven customer engagements. This includes, but is not limited to, global responsibility for virtual events such as Digital Congress Center solutions, Webinars and AdBoards.

As Omnichannel Lead (all genders) – Peer-to-Peer excellence you will be the first point of contact for the business and responsible for overall governance, strategy and evolution of above-mentioned channels and event types.

Your task will be to drive end-to-end adoption and establish Peer-to-Peer (P2P) related channels as enablers to contribute to a coherent, customer-centric engagement model that supports the goal of competitive leadership through impactful interactions with our customers.

Further key responsibilities include:

  • Set business priorities and drive strategic decisions with regards to P2P channel performances, innovations and insights generation and ensure its efficient execution to realize business value

  • Ensure a well-coordinated integration with our omnichannel ecosystem and underlying processes to drive cross-channel customer journeys

  • Provide strategic guidance and framework to GBFs, Global Medical functions and countries as well as their respective agencies

  • Embrace customer-centric operating model to drive mindset and culture change

  • Provide support to increase local and global, commercial and medical capabilites

  • Drive continuous improvement of activities by analyzing issues and developing innovative solutions to drive growth and improvement

  • Develop and foster integrated omnichannel approach in close alignment with other Omnichannel Excellence Leads

  • Oversee channel specific demand intake and delivery and evaluate channel requests, with cross-channel journey potential, further with the business

  • Work closely with Franchise Innovation and Regional Enablement Leads to align objectives for current and future activities and roadmap. E.g. new developments, new features, enhancements, integrations and act as a strategic and trusted partner for stakeholders from global business franchises, international regions, medical functions and IT partners

  • Ensure scalability of centralized investments by securing usefulness and feasibility by validating with the real business need with Franchise and Regional Enablement Leads

  • Monitor overall platform analytics and provide insights for strategic improvements to drive innovation, performance and efficiency. Provide insights and guidance to stakeholders

  • Lead channel community to inspire & grow people. Identify, onboard and develop potential community members to foster a healthy community that shares insights, feedback and acts as a successful support network for the broader organization

  • Establish, evolve and implement guidance and policies for operations, e.g compliance, legal and regulatory

  • Align with Global Capability team to create training curriculums for end-users, provide guidance for onboarding and continuous development of skillset for medical, commercial and other functions

  • Identify and share best practices, promote learning from another, create synergies and avoid redundancies

  • Manage budget for P2P channels

  • Work independently, with guidance only in complex situations

Who you are:

  • A minimum of a B.A./B.S. required; MBA / Master’s Degree or other related advanced degree preferred
  • 10+ years in the pharmaceutical industry, with a minimum of 5 years in digital & multi-channel marketing & operations
  • Demonstrable expert in field of Digital Field Force Engagement in pharmaceutical industry, ideally with working history in field force or other related area
  • Ability to solve problems based on analytical thought and complex judgement which requires in-depth knowledge of the market and experience in multichannel marketing
  • Business knowledge of IT systems (with focus on VEEVA CRM) and latest development/innovation around marketing technology and integrated customer journey
  • Proficiency to autonomously work in an international team and in a dynamic environment
  • Competence to manage virtual teams without reporting authority
  • Fluent in English, additional languages advantageous
  • High listening and reformulation skills to identify & serve internal customer needs
  • Ability to explain complex, technical or even difficult situations to others in a comprehensible way
  • Excellent organizational, communication (english), and presentation skills

What we offer: With us, there are always opportunities to break new ground. We empower you to fulfil your ambitions, and our diverse businesses offer various career moves to seek new horizons. We trust you with responsibility early on and support you to draw your own career map that is responsive to your aspirations and priorities in life. Join us and bring your curiosity to life!

Curious? Apply and find more information at

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