Campaign and Customer Experience (CX) Manager

Job Description

Position overview

The Campaign and Customer Experience (CX) Manager is a strategically critical role within our company’s Digital team, combining end‑to‑end customer experience ownership with omnichannel campaign orchestration.

The role serves as the single, end-to-end, accountable and hands‑on owner of omnichannel campaign execution and customer experience design for the assigned Business Units, while ensuring consistency, scalability, compliance, performance and execution excellence across Greece and Cyprus.

The Campaign and Customer Experience (CX) Manager sits within the Digital team, enabling a holistic, data‑driven and technology‑enabled view of the end‑to‑end customer journey. This ownership is exercised through close and continuous collaboration with the Marketing teams, and in particular with the Brand & Customer Manager (BCM) roles, who remain the business owners accountable for business and brand strategy and priorities. At the same time, the Campaign & CX Manager works closely with local, regional and global stakeholders, as well as external partners (digital services and media agencies) and any other relevant parties, to deliver high‑quality service to the business.

The Campaign & CX Manager operates as an end‑to‑end digital partner to the Business Units, translating business and brand strategies into high‑quality, orchestrated omnichannel customer journeys and campaigns, targeting both HCPs and HCCs across digital and non‑digital touchpoints.

Our Digital team is innovating the way we understand our patients and their needs, as well as all stakeholders across the broader healthcare ecosystem. Working cross‑functionally, we are inventing new ways of communicating, interacting and engaging with our customers and other stakeholders through digital channels and technologies.

Key responsibilities

Customer experience & journey ownership

• Own and continuously evolve, in close collaboration with Marketing/BCMs, the end-to-end Customer Experience for the assigned Business Units, ensuring consistency across channels, Therapeutic Areas (Tas) and campaigns
• Embed Voice of Customer within assigned TAs by capturing standardized customer experience insights (e.g. CSAT, NPS) and translating them into actionable inputs for campaign optimization, orchestration and strategic decision‑making across the E2E customer journey.
• Design, map and continuously optimize customer journeys, touchpoints and moments that matter, leveraging qualitative and quantitative insights to identify unmet needs, friction points and opportunities for meaningful differentiation
• Act as the CX subject-matter expert, ensuring customer-centricity is embedded into campaign planning, activation and measurement
• Leverage data, behavioural insights and experimentation to continuously optimize journeys, content, channel mix and timing
• Use campaign and CX performance insights to inform future strategy, prioritization and continuous Customer Experience improvement.

Campaign strategy & end-to-end execution

• Act as the single campaign owner and orchestrator for digital and omnichannel campaigns, from planning through execution, optimization and closure
• Translate brand and business objectives (defined by Marketing/BCMs and Business Units) into executable, scalable campaign and activation plans
• Plan, manage and execute campaigns across channels (e.g., CRM, email, remote detailing, websites, social media, events, paid media, etc), ensuring coherent and seamless customer experiences
• Own campaign calendars, prioritization, sequencing and dependency management across TAs and initiatives within assigned Business Unit(s)
• Partner with Data & Analytics teams to define CX and campaign KPIs, success metrics and learning agendas, as well as present campaign performances and extract insights

Digital activation & omnichannel excellence

• Execute and coordinate all digital customer engagement activities in line with our company's omnichannel strategy, utilizing all available channels, including our proprietary HCP portal and Social Media presence
• Ensure consistent application of digital standards, best practices and ways of working across campaigns and journeys
• Act as the primary point of accountability for digital activation quality, timeliness and impact for assigned Business Unit(s)
• Proactively identify and bring forward digital best practices, innovative processes and enabling tools from inside and outside the organization, and lead stakeholders through their adoption to ensure they are effectively applied across teams and activities

Collaboration

• Collaborate effectively across cross-functional, multicultural teams across local, regional, and global levels to drive alignment and deliver integrated solutions
• Partner closely with Marketing (BCMs) to ensure customer experience and campaign execution are aligned with our business & brand strategy and positioning
• Work with Medical, Compliance, Legal and Regulatory teams to ensure activities are compliant, approved and executed according to local laws, regulations and company policies
• Brief properly and manage digital/creative agencies and media shops/agencies to ensure that they deliver on time, on budget and to the agreed quality in a complaint manner
• Facilitate cross-functional workshops for journey design, campaign planning, ideation and alignment

Profile and qualifications

• Relevant Bachelor’s degree from an accredited University required (preferably in Digital Marketing/Marketing, Engineering, Technology, Digital, Business or related fields). Master’s degree preferable.
• 7+ years of experience across customer experience, digital marketing, campaign management, or omnichannel activation roles (industry experience in the pharmaceutical market preferred)
• Proven experience owning and executing end-to-end digital and omnichannel campaigns
• Excellent understanding of data and insights and ability to synthesize abstract insights into clear, actionable CX and campaign decisions, as well as familiarity with data visualization platforms (GA4, PowerBI, Qlik, Hotjar preferred)
• Practical CX background with journey mapping, touchpoint optimization, and measurement (NPS/CSAT).
• Hands-on experience with web and mobile technologies (CMS – preferably Wordpress), CRM platforms (preferably Veeva), digital channels and campaign/marketing automation tools (preferably Salesforce Marketing Cloud)
• Experience utilizing and managing campaigns on the major Social Media platforms (Meta, LinkedIn, Tiktok)
• Strong skills in properly briefing both the creative/digital marketing agencies, as well as the media shop(s) we are collaborating with
• Knowledge of UX/UI
• Solid understanding of media (offline/online, paid/own, ATL/BTL, etc) and media planning to properly brief our media shop/agency
• Demonstrated ability to work cross-functionally and effectively in agile or hybrid delivery models
• Strong facilitation and stakeholder management skills
• Strong influencing, negotiation and communication skills, with the ability to lead without formal authority
• Analytical mindset with a passion for >

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  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.

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  Regular

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  Flexible Work Arrangements:

  Hybrid

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  Job Posting End Date:

  07/13/2026

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