Job Description

Our company's Vaccine Customer Center supports our customer’s vaccine contracting and ordering experience by providing outstanding customer service through contractual and ordering touchpoints. We assist our Field Sale Team, healthcare providers, and healthcare systems to help them meet their contractual and vaccine ordering goals.

The Director for our Company's Vaccines National Accounts has overall responsibility for the management and results of the remote customer facing and headquartered teams which include the Key Account Vaccine Account Representatives (KVARs), Physician Distributor Vaccine Account Representatives (PDVAR), Project Manager, the Customer Resolution Team (CRT), and the Managers for both the Key Vaccine Account Representatives team and the Customer Resolution team.

This oversight includes staffing and selection of each customer team, development of strategic plan, resource allocation decisions, ownership/management of the customer experience, compliance with laws and policies, and Headquarter collaboration. Responsible for the successful pull-through and implementation of contract strategies.

People Management:

• Recruits, hires, and supervises hiring of top talent to build a high-performing, diverse & customer centric integrated national team.

• Sets appropriate expectations and assesses Managers, and Project Manager performance

• Rewards and retains team members based on results and by creating an environment supportive of growth and development

• Supports and fosters a diverse and inclusive environment

• Ensure understanding and continually reinforce principles of the commercial model and provide formal and informal feedback to Headquarters regarding status of implementation

• Responsible for leading ongoing organizational and cultural transformation

• Lead annual people management processes for employees (performance management, employee development, compensation & rewards); ensure ongoing feedback & coaching throughout the year to all employees to support achievement of assigned performance objectives.

• Prioritizes and allocates human resources across customers/accounts.

Customer Experience Management:

• Has ultimate responsibility and ownership of the "customer experience" as it relates to ordering vaccines

• Accountable for the Teams’ delivery of the customer experiences that demonstrate value and creates trust

• Implements an effective customer-centric approach, demonstrates the importance of the customer to our Company.

• Partners closely with vaccine Director of Commercial Operations counterparts to understand critical customer issues and opportunities to improve the customer experience and ensures this understanding has been incorporated into team plans

• Works closely with Headquarter and contracted call centers (e.g. National Service Center, Order Management Center, Business Service Center) to ensure a quality and value driven customer experience

• Collaborates closely with other stakeholders to ensure consistency with customer base

Business Operations:

• Makes local and customized resource allocation decisions to support optimal business results.

• Develops strategic plan by integrating information from multiple organization through collaboration with those groups, and sets objectives within context of divisional objectives; monitors and adjusts strategic plan as necessary

• Integrates commercial offer and customer strategies into overall strategic plan

• Works closely with Headquarter stakeholders to ensure appropriate field and customer input is provided to ongoing customer strategies.

• Provides and ensures alignment of a customer centric vision with large teams, motivating and inspiring every level of employee toward shared goals

• Informs and influences the development of national strategies and tactics as appropriate as a participating member on cross-functional teams

• Proactively identifies and creates opportunities to drive business results

• Identifies opportunities to maximize business potential by taking into consideration and leveraging payor, patient, Healthcare Business Professional, and Health Care Providers interactions and dependencies

• Provides input into establishment of annual financial goals for aggregate assigned customer base

• Ensures that organization follows policies, business practices, and compliance guidelines

Education:

• Required: Bachelor of Arts or Bachelor of Science

• Preferred: Masters in Business Administration

Required:

• Minimum of (10) years experience in Sales, Marketing or Managed Care - Pharmaceutical industry

• Minimum of (3) years People Management experience

• Minimum of (3) years experience developing and managing customer relationships

• Valid Driver’s License

Technical/Functional Capability Requirements:

• Create a strategic plan by integrating short-, mid-, and long-term objectives

• Formulate a strategic business plan based on customer business, needs and available resources

• Clearly communicate and articulate a vision and strategy that motivates and energizes the region

• Understands the market environment - identification of customer segments and business drivers

• Listen, understand and proactively address customer needs

• Assess business results against objectives and realign resources based on the assessment

• Enhance the selling skills and capabilities of the Representatives and Managers to optimize the customer experience

Critical Experience Requirements:

• Translated division vision and strategy to directives and procedures

• Experience leading a large team-organization

• Experience in buy/bill therapeutic areas

• Marketing/brand experience or experience working closely with Headquarter brand teams.

• Made resource decisions and trade-offs to maximize business potential

• Identified and pursued opportunities for new products, services, and/or markets

• Built/directed a new team

• Deliver customer value

• Achieves results

• Experience managing a Profit & Loss

• Business analytics to review and evaluate performance trends across customer segments and geographies

• Analyze the human resource needs of the region to maximize the customer experience

• Experience managing contract sales force and customer call center

Leadership Capability Requirements:

• Deliver Customer Value - ability and appreciation to clearly understand the customer and their unique needs; ability to translate understanding into effective development and delivery of relevant solutions

• Collaborate

• Builds Talent

• Shape Strategy

• Makes Sound Business Decisions

• Relationship Development

• Achieve Results

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

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We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

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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, generally Tuesday, Wednesday and either Monday or 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”.

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:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

• 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.

Job Posting End Date:07/03/2024

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.

Requisition ID:R299922