AVP, Digital Content & Customer Experience Capabilities

Associate Vice President, Digital Content & Customer Experience Capabilities

The Associate Vice President, Digital Content & Customer Experience Capabilities will lead the global function in Digital Human Health, responsible for designing and executing customer engagement, digital content strategies across all commercial channels. This role oversees campaign orchestration, CRM / Veeva systems, omnichannel data standards, and digital / web capabilities to ensure a cohesive customer experience. They also integrate insights and engagement capabilities into brand and field execution, including Plan of Action (POA) execution support, while scaling capabilities like content generation and delivery, next-best-action orchestration, and identity-based personalization across regions and functions. The role also owns the strategy and optimization of the marketing technology stack including CRM, content, web, and consent toolsto enable personalized, compliant, and high-impact engagement throughout the customer lifecycle.

Position Responsibilities :

• Sets strategic direction for omnichannel engagement, content personalization, and CRM integration across field and digital channels to optimize customer engagement
• Leads key capabilities including orchestration, omnichannel engineering, campaign management, and integration strategy
• Partners with brand and field leadership to design customer journeys and deliver measurable engagement impact
• Enables next-best-experience (NBx) and omnichannel touchpoints through platforms
• Oversees modular content strategy, tagging automation, and digital asset management
• Leads campaign and content delivery squads, ensuring alignment with brand MLR, local adaptation, and speed to market
• Leads web / social marketing capabilities & digital analytics
• Manages strategic content operations across internal / external vendors and offshore partners
• Leads the omnichannel strategy, defining customer engagement standards, taxonomy, and tagging frameworks
• Governs end-to-end coordination across CRM, identity orchestration, and compliance with privacy, consent, and targeting frameworks
• Ensures cross-functional consistency with tech, data, and risk / legal functions on experience and regulatory alignment

Managerial Responsibilities :

Educational Requirements :

Behavioral Competencies Required :

Functional Competencies Required :

Experience Requirements :

Required Skills :

Preferred Skills :

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.

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.

The salary range for this role is $276,600.00 - $435,400.00. 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 .