Executive Director, Engagement Delivery - North Wales, United States - Merck Sharp & Dohme

Merck Sharp & Dohme

Verified Company

North Wales, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

The Engagement Delivery Executive Director is responsible for operational excellence by spearheading the automation and transformation of MODCoE shared services.

Leading a team of 100 employees, which includes three director-level direct reports and oversees a diverse set of current services, including Promotional Operations, Customer Service Management, Brand Operations, and Event Operations.

This role will continue to build and create capacity for new operations services based on business needs and priorities. Additionally, the purview of this position extends to the supervision of 30+ outsourced roles.

As a key driver of transformative efforts, the role must proactively identify opportunities to enhance flexibility and capacity within operations support and enable the onboarding of new services and capabilities.

Collaborate with organizations across MODCoE to ensure seamless and effective engagement delivery
Optimize the resourcing model and oversee inhouse employees, onshore contractors, and offshore resources to enhance operational efficiency
Identifying opportunities to automate & streamline operations support
Introduce new capabilities for new services
Oversee the Promotional Operations function within Shared Services, including:
Ensuring label operations support needs are met
Ensuring physical promotional fulfillment needs are met, while seeking to optimize this services
Driving standards across promotional content review and ensuring quality expectations are met
Communicate key insights to MODCoE leadership to enable improvement of DPP, content review, and derivative content creation processes to optimize quality and speed to market of assets
Oversee Brand Operations and Medical Event Support function within Shared Services, including:
Managing and facilitating speaker series, enabling virtual demos, and conducting training related to events
Oversee Customer Services Management function within Shared Services, including:
Sharing insights to inform how to improve Customer Services Management and guiding the development of approaches for optimization
Finding applicable ways to share customer insights with the Customer Experience & Engagement Planning team and strategizing ways to synchronize processes with customer engagement needs and objectives

Education:

Required: Bachelor's Degree
Preferred: MBA, Master's Degree

Required Experience and Skills:

Minimum of 10 years of increasing responsibility in marketing, Omnichannel, sales, and/or digital experience in the biopharmaceutical industry, or a combination of relevant experience.
Demonstrated experience in leading customer experience and digital transformation projects from creation to delivery.
Demonstrated ability to create a shared vision and inspire collaboration across key stakeholders, while confidently driving change.
Ability to navigate ambiguity and change management with an entrepreneurial mindset.
Demonstrated strong project management leadership skills, including the ability to coordinate and balance multiple projects across many stakeholders, while meeting deadlines and driving impact.
Strong executive presence with experience interacting with senior executives.
Demonstrated leadership success in building, leading, developing, and inspiring a medium to large team.
Excellent verbal and written communication skills
Demonstrated track record of creative problem solving and strategic abilities

EBRG

VETJOBS

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

US and Puerto Rico Residents Only:
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 stat