Director - Digital Touchpoints & Customer Interactions (m/f/d)
DEU - Bavaria - Munich
vor 2 Tg.

Job Description

We would like to welcome you as Director - Digital Touchpoints & Customer Interactions (m / f / d) to our company as soon as possible.

This is a permanent position with a hybrid working model (in line with our company agreement) for our Munich location.

In this role, you will drive the digital customer engagement and be significantly responsible for the implementation of the OmniChannel strategy.

You will be responsible for the strategic (further) development of digital touchpoints, products and services and drive the (further) development of our digitalisation strategy.

You will support a team of about 20 colleagues from the areas of customer experience, customer touchpoints & events and (web) portals.

In your role, you will report directly to the Executive Director Digital, Data & IT and be a member of the Digital, Data & IT Leadership Team.

Your tasks :

  • Assessing the current state of transformation in our go to market models.
  • Aligning the overarching strategy (taking into account people / culture, processes and technology) and coordinating governance.
  • Define gap analyses and create multi-year implementation plans and drive stringent execution
  • Commercial Excellence / Omnichannel : Reviewing the omnichannel maturity level
  • Increase awareness and understanding of digital customer experiences within our German organisation and also globally
  • Define measurable key performance indicators (KPIs) to track the progress and success of our transformation, and optimise and accelerate existing workflows
  • Sharing responsibility for the topics : Focus, prioritisation, capacity planning and & backlog.
  • Building and nurturing a strong and talented team
  • Build and maintain networks and interfaces with global and regional colleagues and decision makers from cross-functional teams
  • Identifying and evaluating options for digital and commercial innovation to address new relevant areas of the healthcare value chain, as well as deploying new* digital technologies to solve existing business problems
  • Your Qualifications & Experience :

  • Completed Bachelor's degree or equivalent in a relevant field of study (e.g. Business Administration, Marketing, IT)
  • Many years of experience in leading a diverse team in a matrix organisation
  • In-depth knowledge around the topic of digital transformation
  • Proven ability to quickly build effective, trusted relationships and work closely with cross-functional stakeholders across the organisation
  • Expert consulting and influencing skills to challenge existing models and seamlessly integrate digital into the overall customer experience
  • Ability to creatively solve complex problems
  • Fluency in German and English
  • Willingness to travel up to 25%
  • A full Covid 19 vaccination is required ( 20a IfSG)
  • Our Digital team is innovating how we understand our patients and their needs. Working cross functionally we are inventing new ways of communicating, measuring and interacting with our customers and patients through digital channels and technologies.

    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.

    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.

    People with severe disabilities and their equivalents will be given preference if they are equally qualified.

    Disclaimer :

    From March 16, 2022, a facility-based vaccination obligation ( 20a IfSG) will apply in medical and nursing institutions, by which we as a pharmaceutical company and manufacturer of vaccines are also affected.

    In particular, the employees whose professional mission is regular on-site contact with these institutions are also affected by the vaccination obligation.

    In addition to the legal obligations, we want to contribute to a reliable protection against the coronavirus SARS-CoV-2 with a high vaccination rate among our employees (m / f / d) and therefore require a complete Covid-19 vaccination protection.

    2-fold basic immunization + booster).

    Current Employees apply

    Current Contingent Workers apply

    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 : Domestic

    VISA Sponsorship :

    Travel Requirements :

    Flexible Work Arrangements :

    Shift : Not Indicated

    Not Indicated

    Valid Driving License :

    Hazardous Material(s) :

    Number of Openings :

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