Associate Director, Patient Support Experience & Engagement Lead - US Marketing Immunology

Job Description

Job Summary:

The Associate Director, US Marketing Immunology, PSP Experience & Engagement Lead is responsible for shaping the end-to-end patient and healthcare provider experience for the Immunology Patient Support Program, with strategic ownership across PSP branding, content and messaging, and the healthcare provider portal. This role translates patient support and brand strategy into a cohesive content ecosystem, ensuring the experience is consistent, useful, compliant, and designed around patient and provider needs. The role serves as the primary brand lead for PSP content development. This role also provides strategic leadership for portal scope, design requirements, feature prioritization, and launch readiness.

This individual works collaboratively with the Patient Support Strategy Lead and cross-functional partners across Brand and Consumer Marketing, Patient Access COE, Digital Human Health (DHH), Data Strategy, Field Leadership, Learning & Development, Legal, Compliance, Privacy, Medical, MLR, and agency partners. The role will use patient and provider research, journey mapping, content performance, channel insights, and program feedback to evolve the PSP experience over time and ensure that content, messaging, and portal capabilities remain aligned with the broader patient support strategy.

Key Responsibilities:

• Own the end-to-end PSP content, messaging, branding, and experience strategy across patient and healthcare provider touchpoints, ensuring a clear and consistent support experience across the Immunology portfolio
• Lead the development and ongoing evolution of PSP materials, including PSP branding, patient and HCP messaging and program collateral, website and digital content, and other approved patient-support communications; coordinate with program and operational partners to ensure approved content is consistently reflected across touchpoints
• Maintain an end-to-end view of the patient and provider communication journey and identify opportunities to improve clarity, consistency, channel coordination, and effectiveness
• Partner with HCP, Consumer, and Payer Marketing, Sales Leadership, Legal, Medical, Compliance, Privacy, MLR reviewers, and agency partners to manage content strategy, development, review, and approval while preserving a patient- and provider-centered experience
• Own brand-side strategic decisions for the healthcare provider portal, including portal scope, business requirements, design priorities, and feature prioritization in alignment with the broader PSP strategy
• Translate HCP and program needs into detailed portal design requirements, including desired features, workflow and routing needs, user experience principles, content requirements, and business rules, partnering with Digital, technology, Patient Access, and implementation teams through design and build
• Actively engage throughout portal design and development to ensure approved requirements are reflected in the experience and that portal decisions remain aligned with enrollment, hub, field reimbursement, and other PSP capabilities
• Facilitate market and cross-functional input as portal design progresses, resolve or elevate key business decisions, and support launch readiness for the HCP portal
• Support field readiness by partnering with field leadership and global Learning & Development to ensure training content, tools, and messaging accurately reflect approved PSP services and customer needs
• Use launch learnings, patient and provider feedback, content/channel performance, and program insights to recommend ongoing enhancements to PSP content, messaging, branding, and portal experience
• Our U.S. marketing team has adopted an Agile Way of Working to be more adaptive and responsive to rapidly evolving customer needs and keep pace with the digital evolution in the marketplace. This Agile model enables marketers to enhance their experience, building skills and capabilities that flex across various commercial functions based on business needs and priorities. The successful candidate embraces a growth mindset, a willingness to tackle challenges, and a passion for learning, development, and greater team achievement.
• This is a hybrid role based on Upper Gwynedd, PA, with an expectation of working on-site three days per week.

Education:

• Bachelor's degree or equivalent (BA/BS). MBA, MPH, PharmD, or other relevant advanced degree preferred

Requirements:

• 7+ years of experience in the pharmaceutical/biotechnology or healthcare industry, including experience with marketing, patient support, patient experience, content development, digital experience, or related areas
• Experience in patient support, launch readiness, content development, digital experience, or omnichannel marketing strongly preferred
• Demonstrated ability to translate patient, provider, market, and operational insights into clear strategic requirements and recommendations
• Experience leading cross-functional initiatives and influencing without direct authority in a matrixed organization
• Strong communication, problem-solving, strategic planning, and stakeholder-management skills
• Demonstrated strategic thinking with the ability to balance patient experience, business objectives, compliance requirements, 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 biologic therapies and/or complex specialty patient support programs
• Experience supporting product launch readiness and lifecycle evolution of patient support programs
• Experience with patient support content strategy, patient/HCP messaging, branding, content development, and integration of digital and non-digital channels
• Experience with healthcare provider portals or other digital products, including business requirements, feature prioritization, user experience design, and cross-functional build processes
• Experience with CRM-enabled journeys, patient-support websites, content ecosystems, or other patient/provider engagement experiences
• Experience with agency and vendor management and familiarity with MLR review processes

Required Skills:

• Adaptability, Agile Methodology, Business Decisions, Channel Marketing Strategy, Communication, Content Strategy, Cross-Functional Teamwork, Customer Experience (CX), Decision Making, Digital Engagement, HCP Experience, Market Access, Marketing, Marketing Budget Management, Marketing Strategy Implementation, Omnichannel Engagement, Patient Engagement, Patient Experience, Patient Support, Pharmaceutical Industry, Strategic Thinking

Required Skills:

Adaptability, Adaptability, Advertising Campaign Development, Agile Methodology, Clinical Care, Clinical Pathways, Communication, Corporate Ethics, Creative Campaign Development, Decision Making, Digital Analytics, Ethical Standards, Inflammatory Bowel Diseases, Managing Ambiguity, Marketing Budget Management, Marketing Strategy Implementation, Market Research, Patient Advocacy, Patient Care, Patient Engagement, Patient Management, Patient Support, People Leadership, Pharmaceutical Industry, Pharmaceutical Sales {+ 10 more}

Preferred Skills:

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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 salary range for this role is

$142,400.00 - $224,100.00

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:

10%

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

N/A

Job Posting End Date:

10/14/2026

*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.