Job Description

We are seeking a results-driven, strategic leader to join our team as the Associate Director of Customer Experience. In this pivotal role, the candidate will champion the voice of the customer and drive transformative initiatives to enhance engagement, and satisfaction for our eCommerce customers.

This role is ideal for a visionary leader with a proven track record of leveraging data, collaboration, and communication to deliver measurable business outcomes.

Primary Responsibilities:

Strategic (20%)

Strategic Leadership

• Serve as the strategic driver of customer experience initiatives, ensuring alignment with overall business objectives and contributing to significant revenue growth.

• Lead cross-functional strategies that directly impact customer satisfaction and operational efficiency while enabling scalable eCommerce expansion.

• Act as a thought leader in customer experience, influencing decision-making at the highest levels of the organization.

Operational (50%)

Revenue Accountability

• Develop and execute strategies that deliver measurable revenue growth including optimizing customer journeys.

• Collaborate with leadership to prioritize initiatives and ensure the eCommerce platform is positioned correctly.

Customer-Centric Program Design

• Champion the voice of the customer, using data-driven insights to identify pain points, needs, and opportunities to enhance their eCommerce experience.

• Design and cross collaborate with the business on customer-centric marketing and processes to drive engagement and retention.

• Partner with marketing, IT, and product teams to create seamless customer journeys across touchpoints.

Leadership (30%)

Communication Leadership

• Drive clear, consistent, and engaging communication strategies for both internal stakeholders and external customers.

• Develop and review messaging related to ensure clarity and impact.

Data-Driven Insights

• Define, monitor, and analyze key performance indicators (KPIs) to assess and continuously improve initiatives and customer experience enhancements.

• Translate complex data into actionable insights, leveraging predictive analytics to inform strategy and decision-making.

Executive Influence

• Collaborate directly with senior leadership to align customer experience initiatives with overarching business priorities.

• Develop compelling narratives and data-backed recommendations that drive executive buy-in and cross-functional alignment.

Cross-Functional Collaboration

• Serve as a central liaison between eCommerce, IT, marketing, supply chain, finance, and customer service teams, fostering collaboration to achieve shared goals.

• Build strong partnerships across the organization to unlock new opportunities.

Key Stakeholders

Internal – Business Ops, IT and Business functions across organization

External – Vet professionals, Strategic Accounts and Pet Owners

Required Qualifications:

• Bachelor’s Degree; Master’s degree or MBA preferred.

• Minimum of 5 years of experience with SAP and in post-sale customer logistics, product support, relationship management, and account management OR 5 years of Animal Health business and product knowledge AND -

• At least 5 years of experience in people management OR project management experience; including coaching and developing a customer care team.

Required Skills and Experience :

• Strong strategic leadership ability

• Strong financial acumen and budget planning skills

• Ability to manage budget and resources effectively

• Proven track record of managing, leading, coaching, and developing a high-performing team

• Ability to effectively influence key stakeholders and customer leadership, and drive business decisions, and sales strategies

• Demonstration of excellent business acumen, relationship management and account management skills

• Expertise in customer communication planning and sales strategy

• Advanced written and verbal communication skills

• Demonstrated computer proficiency including MS Office, Xcel emphasis and web applications

• 15% travel required

Leadership Behaviors

• Demonstrate Ethics & Integrity

• Drive Results

• Focus on Customers

• Make Rapid Disciplined Decisions

• Act with Courage & Candor

• Foster Collaboration

Professional Competencies

• Business & Financial Acumen

• Working Across Boundaries

• Strategic Thinking

• Project Management

• Productive Communication

• Problem Solving

Core Commercial Functional Competencies

• Customer and Market Insights

• Strategic Business Management

• Product Knowledge & Portfolio Management

• Account Management

• Customer Engagement

• Market Access

Current Employees apply HERE (https://wd5.myworkday.com/msd/d/task/1422$6687.htmld)

Current Contingent Workers apply HERE (https://wd5.myworkday.com/msd/d/task/1422$4020.htmld)

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here (https://survey.sogosurvey.com/r/aCdfqL) if you need an accommodation during the application or hiring process.

We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf)

EEOC GINA Supplement​

Pay Transparency Nondiscrimination (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)

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.

Learn more about your rights, including under California, Colorado and other US State Acts (https://www.msdprivacy.com/us/en/CCPA-notice/)

U.S. Hybrid Work Model

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.

The Company is required to provide a reasonable estimate of the salary range for this job in certain states and cities within the United States. Final determinations with respect to salary will take into account a number of factors, which may include, but not be limited to the primary work location and the chosen candidate’s relevant skills, experience, and education.

Expected US salary range:

$114,700.00 - $180,500.00

Available benefits include bonus eligibility, long term incentive if applicable, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days. A summary of benefits is listed here (https://www.benefitsatmerck.com/) .

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

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:

No relocation

VISA Sponsorship:

No

Travel Requirements:

10%

Flexible Work Arrangements:

Remote

Shift:

Not Indicated

Valid Driving License:

Yes

Hazardous Material(s):

N/A

Job Posting End Date:

02/15/2025

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID: R335620