Associate Director, Marketing

Field Engagement Capabilities Associate Director (Band 400) – Field Access Management CRM Strategy And Operations Lead

The Field Access Management CRM Strategy and Operations Lead is responsible for defining and executing the strategic roadmap for the Field Access Management (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 collaborates 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

Education: BS/BA degree required. Experience: Minimum of 5 years in Sales/Marketing Operations, IT, field sales, field access, or account management. Proven experience as a product owner, CRM manager, or in a similar enterprise-wide solution role. Expertise: In-depth knowledge of Field Access CRM platforms, agile and scrum methodologies, program/project management, capability implementation, and business process design. Skills: Strategic thinking, business acumen, and the ability to connect CRM functionality to broader business strategy and customer experience. Strong verbal and written communication skills, with the capacity to translate technical concepts for non-technical stakeholders. Demonstrated cross-functional collaboration, negotiation, and influence skills. Proficient in data analysis for CRM insights and data-driven decision-making.

Leadership Competencies

Strategic Planning: Guide team success using adaptable methods to build, motivate, and lead toward shared goals. Business Savvy: Leverage organizational and industry insights to identify trends and evaluate business practices and changes. Decision Making: Apply analytical skills to interpret information, evaluate alternatives, and make timely, effective decisions. Execution Excellence: Focus on results and compliance, set ambitious goals, measure progress, and ensure accountability. Change Catalyst: Lead and facilitate change, encourage adoption of improved approaches, and drive acceptance of change within the organization.

Required Skills

Account Management, Adaptability, Advertising Campaign Development, Agile Methodology, Business Acumen, Business Management, Business Processes, Business Process Management (BPM), Business Strategies, Business Thinking, Company Due Diligence, Creative Campaign Development, Customer Engagement, Decision Making, Digital Analytics, Marketing, Marketing Budget Management, Marketing Strategy Implementation, Market Research, Market Trends, People Leadership, Pharmaceutical Industry, Pricing Strategies, Principles of Marketing

Salary Range

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.