Director, US Omnichannel Product Owner

Merck & Co.

North Wales, PA

Full Time

Director

10 days ago

Job Description

About the Role

The Director, US Omnichannel Product Owner plays a key leadership role in the US market, driving the best-in-class omnichannel strategy with the ability to fulfill the US Market OMM vision. This role is responsible for the acceleration and implementation of various omnichannel initiatives, expanding partnerships between Brand Teams and Global DHH counterparts, and enabling technical capabilities such as N=1 segmentation, customer database platforms, and omnichannel orchestration. The position requires influencing senior leadership across multiple business units to meet their needs through advanced automation and modeling, with a focus on customer engagement channels, data sets, and innovative technologies like GenAI and ML.

Key Responsibilities

Drive the development and execution of the US Market Next Best Engagement, Customer Database Platform, and omnichannel capabilities across various Business Units including Vaccines, Oncology, and Rare Disease.
Lead a team to build and strengthen skills, deepen subject matter expertise, and create growth opportunities within the US Omnichannel Product Owner team.
Collaborate with Customer Excellence & Innovation teams to execute customer engagement strategies and journeys defined by brand teams.
Plan and execute pilots using GenAI and other emerging technologies to innovate customer engagement and integrate these within the company's ecosystem.
Define and enable a closed-loop insight process to optimize customer engagement strategies.
Partner with leadership across departments such as DHH, Business Unit Marketing, and CEI to develop new data sets, algorithms, and enable competitive omnichannel differentiation.
Make strategic decisions regarding investments, priorities, and capability development for technical products related to omnichannel engagement.
Translate brand-specific customer journeys into data and algorithms to determine optimal channels and timing for engagement.
Influence and partner with senior leadership to identify needs and leverage automation and modeling capabilities.

Requirements

10+ years of experience in the pharmaceutical or life sciences industry, focusing on customer engagement, omnichannel marketing, or commercial operations.
Deep technical knowledge of digital marketing and customer engagement platforms including marketing automation tools, customer data platforms (CDPs), and omnichannel orchestration engines.
Proven experience with Life Sciences data sets such as claims data, electronic health records (EHRs), and prescription data.
Strong expertise in advanced analytics, data modeling, and AI/ML, with the ability to translate complex data into actionable strategies.
Experience developing and implementing next best engagement (NBE) models or similar precision-targeting strategies.
Demonstrated leadership and people management skills, including building and mentoring high-performing technical teams.
Exceptional communication and influencing skills, with a track record of partnering with senior leadership.
Experience in a product owner or strategic role involving roadmapping, investment decisions, and capability development for technical products.
Ability to lead and execute pilot programs using emerging technologies such as Generative AI.
Ability to work hybrid at the North Wales (Upper Gwynedd), Pennsylvania office at least 3 days per week.

Nice to Have

Master's degree or Ph.D. in Data Science, Computer Science, or a related technical field.
MBA or equivalent advanced business qualification.

Qualifications

Bachelor's degree in Marketing, Data Science, Business, or a related discipline (minimum).

Working at Merck & Co.

The role emphasizes collaboration across verticals, innovation through emerging technologies, and leadership development within a high-performing team environment.

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