Associate Director Patient Support Digital & Data Strategy

Job Description

Associate Director, Patient Support Digital & Data Strategy - US Marketing Immunology

Job Title: Data PSP Ecosystem Strategy Lead
Department: Immunology Patient Support Program / Brand
Reporting To: Patient Support Strategy Lead
Location: Upper Gwynedd, PA (Hybrid)

Our company is dedicated to delivering innovations that extend and improve the lives of patients worldwide. Our team of dauntless, forward-thinking individuals achieves this through an unwavering commitment to supporting accessibility to medicine, providing new therapeutic options, and collaborating with governments and payers to ensure that people who need medicines have access to them.

We have a proud legacy of developing novel therapeutics for people with immune-mediated inflammatory diseases and autoimmune-related disorders. With an advanced understanding of human biology, there's been an emergence of innovative medicines and new modalities that aim to change the way we approach treatment for immune disorders. Our scientists are investigating ways to modulate tumor necrosis factor-like ligand 1A (TL1A) to potentially address inflammation and fibrosis associated with inflammatory bowel disease (IBD). Our scientists are investigating TL1A, which has been shown to be increased in inflamed intestinal tissue and in the systemic circulation of patients with IBD.

IBD is a chronic inflammatory condition affecting the digestive tract and impacting nearly three million people in the U.S. Crohn's disease and ulcerative colitis are two of the most common forms of IBD. The unpredictable symptoms associated with IBD, which may include diarrhea, abdominal pain, unintended weight loss and fatigue, often create emotional and social challenges for those impacted.

The Associate Director, Patient Support Digital & Data Strategy - US Marketing Immunology is responsible for shaping the brand-side PSP data strategy across the ecosystem, including data design, measurement, CRM decisions, and operational readiness. This role serves as the brand PSP data subject matter expert and helps ensure that the data architecture, reporting, and measurement approach enable a coherent, patient-centered support experience. The role partners closely with the Patient Support Strategy Lead and cross-functional teams to support integration across Hub, FRM, SP, ISP, Nursing processes, and business rules.

This individual collaborates with brand, digital, data, operations, and implementation partners to define data requirements, support CX data enablement, and ensure the PSP ecosystem is designed to support launch readiness and long-term optimization. The role will use business priorities, customer journey insights, operational needs, and measurement requirements to shape the PSP data ecosystem and drive informed decision-making.

Primary Responsibilities:

• Serve as the brand PSP data SME to shape end-to-end data strategy, design, and ecosystem mapping for PSP solutions.
• Drive CX data enablement across key customer groups.
• Serve as the brand-side lead for CRM decisions and enablement.
• Service as brand lead for HCP portal and digital enrollment strategies – lead user experience design and functionality of HCP portal.
• Ensure alignment and integration with Hub, FRM, SP, ISP, Nursing processes, and business rules.
• Support end-to-end integration and operational readiness, including testing, for launch.
• Partner with cross-functional stakeholders to translate PSP strategy into data and measurement requirements.
• Support the development of a PSP program measurement framework and dashboards.
• Contribute to CRM-related business decisions, business rules, and process design to ensure a consistent and scalable ecosystem.
• Help identify dependencies and gaps across operational partners and escalate issues that may affect launch readiness or customer experience.
• Use launch learnings, measurement outputs, and channel performance insights to recommend future data and ecosystem enhancements.

This is a hybrid role based on Upper Gwynedd, PA, with an expectation of working on-site three days per week.

Required Education:

• Bachelor’s degree or equivalent (BA/BS). Advanced degree preferred.

Required Experience:

• 7+ years of experience in the pharmaceutical/biotechnology or healthcare industry, including experience in data strategy, CRM, operations, digital, patient support, or related areas.
• Experience with patient support programs, CRM enablement, data design, or measurement frameworks strongly preferred.
• Demonstrated ability to translate business needs into data, measurement, or ecosystem requirements.
• Experience working in matrixed organizations and leading cross-functional initiatives.
• Strong communication, problem-solving, and stakeholder-management skills.
• Demonstrated strategic thinking with the ability to balance business objectives, patient experience, and operational feasibility.
• Demonstrates high degree of integrity and ethics.
• Resilient, adaptable, and comfortable operating in ambiguity; growth mindset.

 

Preferred Experience & Skills:

• Awareness and understanding of U.S. commercial, legal, regulatory, privacy, and compliance considerations applicable to patient support programs.
• Understanding of and/or experience directly working within the Immunology market.
• Familiarity with specialty patient support ecosystems and CRM-enabled patient engagement journeys.
• Experience with data architecture, ecosystem mapping, measurement design, dashboards, and testing/implementation support.
• Experience supporting launch readiness and lifecycle evolution of patient support programs.
• Experience partnering with digital, analytics, operations, and vendor teams.
• Experience with business rules development, CRM platforms, and operational readiness processes.

 

Required Skills:

• Adaptability, Agile Methodology, Business Decisions, Communication, Cross-Functional Teamwork, Data Strategy, Decision Making, Digital Engagement, HCP Experience, Market Access, Marketing, Omnichannel Engagement, Patient Engagement, Patient Experience, Patient Support, Pharmaceutical Industry, Strategic Thinking.

Required Skills:

Creative Campaign Development, Customer Relationship Management (CRM), Digital Analytics, Digital Databases, Health Care, Immunology, KPI Analytics, Omnichannel Strategy, Patient Support, Patient Support Programs, Pharmaceutical Industry, Strategic Thinking

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:

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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.

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The primary location for this posting is:

USA - Pennsylvania - North Wales (Upper Gwynedd)

Where required by law, the compensation range for this role is provided below.

The salary range for the primary location of this role is:

$142,400.00 - $224,100.00

This range reflects the Company's reasonable expectation of the base salary applicable to this role at the time of 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.

Additional location(s): Please note the salary range above applies to the Primary Location of the position. Where a role has other listed locations, different compensation guidelines may apply. You may find the salary ranges for additional locations below. If the salary range is not listed for the location you are applying to, our Talent Acquisition team will provide further information to you relevant to your location.

Additional location(s) Compensation Information:

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:

10%

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

11/19/2026

*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.