Director, Field Digital Capabilities

Job Description

The Director, Field Capabilities leads a team that evolves CRM and field enablement capabilities to improve commercial effectiveness, ensure compliant engagement reporting, and drive opportunity realization. This role defines the capability roadmap and delivers scalable CRM workflows and account-management tools. It enforces governance and audit readiness and drives adoption through targeted change programs. The role also manages key vendor and cross‑functional relationships to keep field teams focused on customers.

Strategy & Roadmap

• Own the capability roadmap for CRM and field tools, translating commercial priorities into prioritized initiatives and release plans.

• Align with Sales, Marketing, Medical, DHH, Legal, and Compliance to ensure solutions meet business needs and reduce friction for field teams.

Capability Enablement

• Deliver CRM functionality and workflows for all field‑facing employees to support in‑person, virtual, and event‑based engagements.

• Enable compliant call and event recording (FFM), virtual engagement tracking, and streamlined eResource usage.

• Define templates, interaction types, and integrations to standardize field activity and support opportunity management.

• Enable account management tools and processes to improve account planning, stakeholder mapping, and cross‑functional coordination.

Governance & Compliance

• Establish standards, policies, and governance for CRM use, field email, eResources, and virtual engagements in partnership with Legal, Compliance, Privacy, and DHH.

• Ensure audit readiness through data quality monitoring, controls, and remediation processes.

Adoption & Performance

• Drive adoption through targeted training, playbooks, field champions, and change management.

• Monitor usage, data quality, and business impact to continuously refine capabilities and remove barriers to adoption.

Vendors & Stakeholders

• Manage critical vendor relationships for CRM, virtual engagement, and content platforms, coordinating delivery, SLAs, and integrations.

• Serve as primary liaison to Sales Leadership and cross‑functional partners; escalate risks and secure alignment to deliver field‑ready solutions.

Qualifications:

Minimum Requirements:

• Bachelor's degree (BS/BA)

• 5+ years in CRM/commercial operations or digital field enablement

• Experience with CRM platforms (e.g., Veeva, Salesforce) and virtual engagement tools in regulated industries

• People management experience, preferably in Sales, Sales Operations, Samples Management, Change Management, IT or Marketing Operational Support functions

• Ability to work at our North Wales (Upper Gwynedd), Pennsylvania office at least 3 days per week

• Strong change management skills

• Demonstrated project management skills

• Excellent interpersonal, written and verbal communication and an ability to build relationships with stakeholders, and lead cross-functional teams to achieve business goals

• Understanding of relevant field sales policies and compliance guidelines for field based / customer facing employees

• Ability to thrive in a fast-paced and often ambiguous environment

• Strong business acumen, strategic thinking, and problem solving

• Ability to drive consistency

• Experience engaging with leadership at all levels including SVP level

• Vendor management experience, including SLAs, KPIs, contract negotiations and performance measurement

Required Skills:

Account Management, Account Planning, Change Management, Commercial Excellence, Contract Negotiations, Customer-Focused, Digital Marketing, Direct Marketing, Engaging Leadership, Event Management, Event Planning, Market Research, Oral Communications, People Leadership, Planning Budgeting And Forecasting (PBF), Product Management, Project Management, Remediation Management, Roadmapping, SAP Vendor Invoice Management, Stakeholder Engagement, Stakeholder Relationship Management, Strategic Planning, Strategic Thinking, Vendor Risk Management

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:

EEOC Know Your Rights

EEOC GINA Supplement​

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.

Learn more about your rights, including under California, Colorado and other US State Acts

U.S. Hybrid Work Model

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.

The salary range for this role is

$173,200.00 - $272,600.00

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:

1st - Day

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

04/24/2026

*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.