Sr. Spclst, Customer Engagement Deployment & Transformation

Job Description

Position Summary

The Senior Manager, Customer Engagement Deployment & Transformation will serve as the LATAM point of connection between Global Customer Engagement teams and local markets, ensuring effective deployment and adoption of enterprise capabilities across the region.

This role will drive implementation readiness, market activation, change management and continuous improvement for Customer Engagement platforms, services and ways of working, translating global strategy into consistent regional execution.

Role Responsibilities & Key Activities

1. Strategic Deployment & Market Adoption

• Lead the regional deployment of Global Customer Engagement initiatives, tools and ways of working.

• Build activation plans that align global priorities with local market needs.

• Monitor progress, resolve adoption barriers and drive accountability across markets.

 

2. Customer Engagement Transformation Leadership

• Act as the regional point of contact for Customer Engagement transformation initiatives.
• Support organizational readiness, capability maturity and continuous improvement.

 

3. Capability Deployment & Integrated Services Management

• Serve as the LATAM SPOC for deployment and adoption of key capabilities, including Content Hub, Veeva PromoMats, OneCRM, Salesforce Marketing Cloud (SFMC), OneWeb Ecosystem (OWE), AI Localization Tool, Adobe Workfront and the External Content Factory.

• Coordinate implementation activities, stakeholder alignment, training and activation plans.

• Ensure sustainable adoption and measurable business impact of new and future Customer Engagement/MarTech capabilities.

 

4. Voice of LATAM & Global Feedback Management

• Establish structured feedback channels with local markets and consolidate business requirements.

• Translate LATAM needs into actionable recommendations for Global teams.

• Represent regional perspectives in capability design, roadmap prioritization and enhancement discussions.

 

5. Cross-Functional Project Leadership

• Co-lead regional customer engagement projects from planning through implementation.

• Manage milestones, risks and dependencies across Global, Regional and Local stakeholders.

• Ensure timely delivery, execution excellence and alignment with business objectives.

 

6. Performance Monitoring & Value Realization

• Track capability adoption, utilization and effectiveness across markets.

• Monitor key performance indicators related to deployment success.

• Measure business impact and identify optimization opportunities.

• Develop executive summaries, dashboards and leadership updates.

• Share insights and recommendations to improve future deployments and increase value realization.

Skills Required

Core Skills

• Customer Engagement, omnichannel marketing and MarTech understanding.

• Project, program and change management expertise.

• Strong stakeholder management in complex matrix organizations.

• Analytical, problem-solving and execution capabilities.

• Experience leading regional or multi-country initiatives.

Preferred Technical Knowledge

• Experience with platforms such as Veeva PromoMats, OneCRM, Salesforce Marketing Cloud, Adobe Workfront, OneWeb Ecosystem, Digital Asset Management and AI-powered content/localization solutions.

Key capabilities include:

• Ability to drive adoption, behavioral change and regional execution at scale.

• Strong capability to connect global strategy with local market needs.

• Proven ability to navigate ambiguity, influence stakeholders and lead through change.

• Passion for innovation, digital transformation and continuous improvement.

Qualifications

• Bachelor’s degree in Marketing, Business, Communications, Life Sciences, Digital Marketing or related field.

• Minimum 5+ years of experience in Customer Engagement, Digital Marketing, Commercial Excellence, Marketing Operations, MarTech or Business Transformation.

• Experience leading regional or multi-country projects.

• Experience working in highly matrixed organizations.

• Pharmaceutical, Animal Health, Healthcare or regulated-industry experience preferred.

• Strong project and change management experience.

• Fluent English required.

• Spanish and/or Portuguese strongly preferred.

"Temos orgulho de ser uma empresa que acredita no valor de trazer pessoas de diferentes perfis, talentosas e comprometidas. A maneira mais rápida de revolucionar a inovação é quando ideias diversas se reúnem em um ambiente inclusivo. Incentivamos nossos colaboradores a abordar os problemas coletivamente e desafiar de forma respeitosa o raciocínio uns dos outros. Somos um empregador focado em promover iguais oportunidades aos nossos colaboradores, comprometido a incentivar um local de trabalho inclusivo e diversificado."

Required Skills:

Ability to Coordinate, Ability to Coordinate, Budget Management, Building Capability, Change Management, Cross-Functional Project Management, Customer Centricity, Customer Engagement, Customer Management, Direct Marketing, Event Management, Executive Reports, Influencer Relations, Key Performance Indicators (KPI), Marketing Program Management, Market Research, Matrix Management, Media Planning, Performance Metrics, Pharmaceutical Sales Marketing, Pricing Strategies, Product Delivery, Product Launch Support, Product Management, Progress Monitoring {+ 9 more}

Preferred Skills:

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:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

10/19/2026

*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.