Job Description

We have an exciting new job opportunity at our location in Brussels, Belgium. We are hiring an Oncology Customer Experience Manager.

Welcome to our team
Our Oncology team is dedicated to delivering breakthrough innovations that extend and improve the lives of cancer patients worldwide. Our team of forward-thinking individuals achieve this through an unwavering commitment to support accessibility to medicine, providing new therapeutic solutions, and collaborating with governments and payers to ensure that people who need medicines have access to them. We translate breakthrough science into innovative medicines that help people with cancer across the globe.

Purpose of the role
As the Oncology Customer Experience Manager, you will lead the development & implementation of the Oncology customer experience strategy., Through engagement with customers, and collaboration across Oncology Franchises and cross functional teams, you will help our Oncology team deliver an industry leading customer experience.

Responsibilities

Strategic :

• Lead development of the Oncology omnichannel strategy and customer journey’s across Tumor franchises
• Develop customer profiles/archetypes based on HCP specialty and preferences to inform campaign strategy
• Identify opportunities to position our company as a Leading Oncology company across all customer segments
• Identify opportunities within our marketing & communication strategies to achieve best-in-class customer focus
• Collaborate with cross functional team to ensure alignment on strategy and tactics

Customers & Insights :

• Visit customers and lead initiatives to understand behavior, challenges and needs of HCPs, patients, and other stakeholders in the Oncology ecosystem to ultimately inform customer strategies
• Monitor customer satisfaction, communicate engagement performance and recommendations for optimization
• Understanding of industry trends, competitive benchmarks, and customer engagement preferences
• Utilize internal and external customer data to generate meaningful insights for the team's strategic decision-making

Campaigns & Media:

• Lead development of pan tumor campaigns & tactics that provide a consistent and personalized experience for customers across different touchpoints
• Coordinate collaborations with external agencies and ensure delivery of projects & campaigns from A to Z
• Coordinate the media planning process for Oncology business unit and ways of working with media vendor

Experimentation :

• Identify new ways to engage existing customers and reach new segments
• Pilot & experiment innovative (digital) solutions and evaluate the pilot for broader implementation in close collaboration with the Digital and Data team
• Contribute to Customer Experience Community of Practice to drive best practice sharing across countries, Brands and therapeutic areas

Requirements

• University degree from an accredited university
• Ability to collaborate with diverse stakeholders
• Strong strategic and analytical skills
• Growth mindset and able to navigate fast paced environment
• Excellent communication and presentation skills

Preferred

• Experience developing omnichannel strategies and tactics
• Experience translating data into customer insights
• Experience in Sales, Marketing, Market Access and/or Account Management (healthcare industry preferred)
• Experience in VOC programs
• Experience in Oncology
• Experience with media buying and/or advertising
• French, Dutch, and/or English language skills
• Understanding of new ways of working (ie: Agile, Scrum)

Current Employees apply HERE

Current Contingent Workers apply HERE

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:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:
Hybrid
Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:
11/11/2024

• 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:R319435