Job Properties
  • Job Type
    Full-time Position
  • Category
    Food & Beverage
  • Languages
  • Experience Required
  • Degree Required
    • Province
    • Date Posted
      August 12,2022
    • IMG_6430
    • VISA
    • Premium Package

    Customer Engagment Manager

    Customer Engagement Manager

    Business Unit: Oncology

    Franchise: Strategic Alliances and Women`s Cancer

    Position Overview

    The Customer Engagement Manager (CEM) is responsible for selling selected our Company and Strategic Alliance product(s) to our prioritized customers in academic and peripheral hospitals to ensure brand value and thereby to contribute to optimal patient outcomes.

    The CEM is the central customer facing role within the business unit and is focused on optimizing customer engagement by means of a strategic sequential, multichannel customer journey execution.

    The CEM is responsible for managing the hospitals within their territory, understanding the patient flow, identifying the key stakeholders involved and delivering key trainings/education sessions in the hospitals aligned to the business opportunity spaces. The CEM is responsible for solid relationship management skills and leverage customer insights to provide comprehensive solutions and feedback to agile teams. The CEM demonstrates the ability to execute at each stage of the sales process.

    Primary customer: HCP’s – Oncologists and surgeons within academic and peripheral hospitals

    Key Result Areas & Tasks

    Sales performance & Customer Engagement

    • Contribute to optimal patient outcomes, access and availability of our Company and Strategic Alliance medicines
    • Identification of current and potential new customers, position in funnel (See Think Do Care) and adoption ladder related to OS
    • Expert in both physical and digital customer engagement, multichannel use based on channel affinity and personalized customer journeys
    • Identify current vs desired behavior including digital affinity and engagement desire by interpreting data
    • Expert in the ability to demonstrate to the customer a path to clinical value of our Company’s medicines
    • Differentiation in types of communication / central role between internal and customer

    Experimentation & execution

    • Involvement in experimentation in agile teams and creation of personalized content aligned with brand strategy, tailored to customer needs and position based on the above (channel & position)
    • Represent the voice of the customer in agile teams and active role in formulating hypotheses to test with customer to further improve HCP engagement
    • Initial thinking, planning and analytics of personalized customer journey and multichannel campaign execution
    • Continuous revisiting and enhancement of customer engagement campaigns based on retro of data, analytics and experimentation results
    • Execution in a strategic multichannel engagement journey
    • Works closely with agile team on opportunities and experiments with new ways of engagement

    Data & Analytics

    • Pro-active in using data & analytics to improve customer engagement

    Education, skills and competencies

    • Bachelor/Master degree
    • English and Dutch business proficient
    • Account management skills
    • Agile mindset
    • Sharing, networking and learning skills
    • Experienced with collaboration and engagement tools e.g., Mural, MS Teams, Veeva Engage, LinkedIn Salesnavigator, Jira, Spotfire
    • Expert in virtual and remote engagement and expert in physical (F2F) approaches; combined personal engagement approach
    • Aware of digital possibilities & use (e.g., Google analytics, MDE, Hotjar, Cx framework) to be able to implement in development of customer journey
    • Proficient in using Microsoft Office applications
    • In depth knowledge of therapeutic area and medicines > relevant content
    • Relevant knowledge of pharmaceutical market / environment/account
    • Good communication skills, verbally and written
    • Commit to continuous development of customer, team and individual
    • Flexible and resilient internally and externally based on an increasingly challenging environment

    What We Offer

    We welcome you to a truly global, dynamic and challenging environment with great opportunities for personal development. Our benefits are very competitive, and the summary below will give you an idea of what you can expect.

    • Competitive salary and a 3% year-end bonus;
    • 35,5 days of leave;
    • Attractive collective health care insurance package with considerable reduction rates;
    • Solid Pension Plan;
    • Incentive Plan;
    • Travel allowance for commuting;
    • Numerous training, coaching and e-learning modules for long term job opportunities and development.

    For Questions About This Vacancy

    Please send an email including the vacancy number and job title to the following email address

    To apply please submit your resume and motivation letter.

    Who we are …

    We are known as Merck & Co., Inc., Rahway, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

    What we look for …

    Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

    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.

    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:



    No relocation

    VISA Sponsorship:

    Travel Requirements:

    Flexible Work Arrangements:


    Valid Driving License:

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    Requisition ID:

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