Customer Engagement Manager

**Job Description:** Join a global organization where science, innovation and bold ideas come together to create a meaningful impact. As Customer Engagement Manager, you will have the opportunity to bring your creativity and strategic thinking to the forefront, shaping integrated promotional strategies that support the brand vision and engage customers in new and compelling ways. Within a large, dynamic organization, you will collaborate with talented colleagues from brand teams and a broad cross-functional network. This role is ideal for a curious, forward-thinking person who is passionate about marketing and enjoys exploring new possibilities. You will leverage advanced analytics, emerging technologies and innovative marketing solutions to create seamless, orchestrated and personalized omnichannel experiences, while having the space to experiment, learn and bring new ideas to life. - **Integrated promotional strategies:** development and implementation of promotional strategies in line with the brand strategy, including content, messaging, all channels and the marketing promotion budget. This may include various customer journeys such as direct-to-consumer, patients, healthcare professionals and others. - **Customer experience:** integrating insights into planning and execution to develop personalized and dynamic engagement strategies at segment and individual level, so as to provide customers with a seamless experience. - **Maximizing business outcomes:** defining measures, key performance indicators and solid objectives integrated into planning and execution, with ongoing performance assessment, identification of opportunities and problem areas, and efforts to optimize campaigns in real time. - **Agile promotional teams:** leading an Agile team made up of cross-functional team members, internal and external, who will collaborate to move from strategy to setup and execution in order to deliver the best possible customer experience. **Competencies:** - Excellent ability for creative, innovative, conceptual and strategic thinking. - Strategic thinking and the ability to develop, implement and oversee integrated promotional plans. - Knowledge of current trends and best practices in marketing, digital marketing, data-driven marketing, and key new platforms and technologies that support marketing efforts. - In-depth knowledge of relationship marketing and customer account activation, including knowledge of customer segments, needs, channel usage and preferences. - Develops new perspectives and innovative solutions that lead to better customer engagement. - Shows flexibility when collaborating with global and local cross-functional teams; considers everyone's ideas and works well with others. - Results-driven work, perseverance, strong analytical skills and data-driven reasoning. - High level of integrity and work ethics. - Critical thinking and the ability to make decisions under pressure. - Curiosity and enthusiasm for emerging technologies, including artificial intelligence. **Required experience:** - Bachelor's degree in a related field of study; master's degree an asset. - Five years of experience in marketing and digital marketing planning. - Excellent skills in managing media, creative and digital publishing agencies. - Google Analytics certification, an asset. - Experience with marketing platforms (marketing automation, Journey Builder, etc.). - Fluency in French is required. We are proud to be a company that values the contribution of diverse, talented and committed people. The fastest way to foster innovation is to bring together diverse ideas in an inclusive environment. We encourage our colleagues to respectfully challenge the views of others and to solve problems collectively. We are an equal opportunity employer committed to fostering an inclusive and diverse workplace. We encourage applications from all qualified candidates. In accordance with our accommodation policies and applicable provincial and federal accessibility legislation, we are committed to providing reasonable accommodations throughout the recruitment process. **Required Skills:** Adaptability, Agency Management, Brand Engagements, Brand Experience Design, Creative Campaign Development, Cross-Functional Project Management, Customer Engagement, Digital Marketing, Integrated Marketing, Marketing Activation, Marketing Analytics, Marketing Campaigns, Marketing Channels, Media Management, Omnichannel Strategy, Strategic Thinking **Preferred Skills:** 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) **Secondary Language(s) Job Description:** Join a global organization where science, innovation, and bold ideas come together to create meaningful impact. As a Customer Engagement Manager, you will have the opportunity to bring creativity and strategic thinking to the forefront—shaping integrated promotional strategies that support the brand vision and engage customers in new and compelling ways. Working within a large, dynamic organization, you will collaborate with talented colleagues across brand teams and broader cross-functional network. This role is ideal for a curious and forward-thinking marketer who enjoys exploring new possibilities. You will harness advanced analytics, emerging technologies, and innovative marketing solutions to create seamless, orchestrated, and personalized omnichannel experiences—while having the space to experiment, learn, and bring fresh ideas to life. - **Integrated promotional strategies:** development and execution of promotional strategies in accordance with the brand strategy, including content, messaging, channel mix and marketing promotional budget. This can include various customer journeys such as direct-to-consumer, patients, HCPs and others. - **Customer experience:** incorporate insights into planning and execution to develop tailored and dynamic engagement strategies at segment/individual level to provide customers with a seamless experience. - **Maximizing business outcomes:** defining strong goals, KPIs and metrics embedded in the planning and execution, with continuous assessment of performance, identifying opportunities and problematic areas, working towards optimizing the campaigns in a real-time fashion. - **Agile mindset promotional teams:** lead team with agile mindset comprised of cross-functional team members, internally and externally, that will collaborate to move from strategy to implementation and execution, to deliver the best possible customer experience. **Competencies:** - Excellent ability for both creative, innovative, conceptual and strategic thinking. - Strategic thinking, ability to develop, execute and monitor integrated promotional plans - Current with the latest trends and best practices in marketing, digital marketing, data-driven marketing and key emerging platforms and technologies to support marketing efforts. - Thorough understanding of relationship marketing and customer activation including knowledge of customer segments, needs, channel usage and preferences. - Develops new insights into innovative solutions that result in stronger customer engagement. - Demonstrates flexibility when working with global/local cross-functional teams; integrates ideas and collaborates with others - Results-driven, perseverant, and strong analytical skills and data-driven thinking - High level of business integrity and ethics - Critical thinking and ability to make decisions under pressure - Curiosity and enthusiasm for emerging technologies, including Artificial Intelligence **Experiences required:** - Bachelor's degree in a related field of study, Master’s degree is an asset - 5 years of marketing, digital marketing planning experience - Strong understanding of direct-to-consumer activation through media campaigns - Excellent skills to manage media, creative and digital publishing agencies - Google analytics certification, an asset - Marketing platform experience (marketing automation, journey builder, etc) - Fluency in French is required 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. We encourage applications from all qualified candidates. In accordance with our accommodation policies and applicable provincial and federal accessibility legislation, we are committed to providing reasonable accommodation throughout the recruitment process. This job posting is for an existing vacancy position. The Primary location for this role is CAN - Quebec - Kirkland (16750 Transcanada) The anticipated base salary range for this position is listed below. This range reflects the Company's reasonable expectation of the base salary applicable to this role at the time of posting. At our company, we are firmly committed to providing fair and equitable pay for similar work and experience as a fundamental aspect of our workplace culture. Individual salaries will be based on several factors such as relevant experience, skills and proficiency, and other bona fide factors relative to appropriate internal comparators. We may use artificial intelligence and automated tools to support our recruitment process. AI tools are used to support, but not replace, human judgment. All hiring decisions are made by our hiring managers. At our Company, we lead with people. This role includes eligibility for our discretionary short-term incentive plan, which fosters a pay-for-performance culture. Our rewards and benefits programs go beyond traditional medical plans and retirement programs to create a flexible, inclusive workplace that supports employee well-being, development, and long-term success. **Additional location(s):** Please note the base salary range above applies to the Primary Location of the position role, including where the role is designated as remote but tied to the Primary Location for compensation purposes. Where a role has other listed locations, different compensation guidelines may apply. You may find the base salary ranges for additional locations below. If the base salary range is not listed for the location to which you are applying, our Talent Acquisition team may provide further information about compensation applicable to your location, where required by law. **Additional location(s) Compensation Information:** 110,800 - 160,800 **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:** Hybrid **Shift:** Not Indicated **Valid Driving LIcense:** No **Hazardous Material(s):** n/a **Job Posting End Date:** 11/4/2026 ***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.**