Associate Director, Marketing

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

The Field Access Management CRM Strategy and Operations Lead, reporting to the US Director of Field Engagement Capabilities, 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 collaborate 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

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.

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.

You can apply for this role through https : / / jobs.merck.com / us / en (or via the Workday Jobs Hub if you are a current employee).

San Francisco Residents Only : We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only : We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance

Employee Status : Regular

Relocation : No

VISA Sponsorship : No

Travel Requirements : 25%

Flexible Work Arrangements : Remote

Shift : 1st - Day

Valid Driving License : No

Hazardous Material(s) : N / A

Job Posting End Date : 12 / 17 / 2025

Requisition ID : R375405