Job Description

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

• Education: BS/BA degree required.

• Experience: Minimum of 5 years in Sales/Marketing Operations, IT, field sales, field access, or account management. Proven experience as a product owner, CRM manager, or in a similar enterprise-wide solution role.

• Expertise: In-depth knowledge of Field Access CRM platforms, agile and scrum methodologies, program/project management, capability implementation, and business process design.

• Skills: Strategic thinking, business acumen, and the ability to connect CRM functionality to broader business strategy and customer experience. Strong verbal and written communication skills, with the capacity to translate technical concepts for non-technical stakeholders. Demonstrated cross-functional collaboration, negotiation, and influence skills. Proficient in data analysis for CRM insights and data-driven decision-making.

Leadership Competencies

• Strategic Planning: Guide team success using adaptable methods to build, motivate, and lead toward shared goals.

• Business Savvy: Leverage organizational and industry insights to identify trends and evaluate business practices and changes.

• Decision Making: Apply analytical skills to interpret information, evaluate alternatives, and make timely, effective decisions.

• Execution Excellence: Focus on results and compliance, set ambitious goals, measure progress, and ensure accountability.

• Change Catalyst: Lead and facilitate change, encourage adoption of improved approaches, and drive acceptance of change within the organization.

Required Skills:

Account Management, Account Management, Adaptability, Advertising Campaign Development, Agile Methodology, Business Acumen, Business Management, Business Processes, Business Process Management (BPM), Business Strategies, Business Thinking, Company Due Diligence, Creative Campaign Development, Customer Engagement, Decision Making, Digital Analytics, Marketing, Marketing Budget Management, Marketing Strategy Implementation, Market Research, Market Trends, People Leadership, Pharmaceutical Industry, Pricing Strategies, Principles of Marketing {+ 5 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

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 if you need an accommodation during the application or hiring process.

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. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

EEOC GINA Supplement​

We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills 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

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 salary range for this role is

$139,600.00 - $219,700.00

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. 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.

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). The application deadline for this position is stated on this posting.

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:

25%

Flexible Work Arrangements:

Remote

Shift:

1st - Day

Valid Driving License:

No

Hazardous Material(s):

N/A

Job Posting End Date:

12/17/2025

*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:R375405