Job Description

Job Description: Manager, Customer Experience

Department: Business Excellence

Location: Shanghai, China

Reports To: Lead of Digital Marketing Excellence

• Job Summary:
  As the Manager of Customer Experience, you will do centralized architecture and design for the customer knowledge framework (customer refers to HCP, also extends to consumers and patients), to support our company's omnichannel strategy. You will develop and communicate the best practices, drive cross-functional collaboration, and ensure compliance with regulatory standards, while generating customer insights to achieve business objectives in China’s dynamic market.
  
• Key Responsibilities:
  • Integrated Customer Profiling: based on global customer knowledge guidelines, generate the standard customer definitions across different brands & cross-functional teams;
  • Customer Tag Operation: Develop a standardized customer tag hierarchy and taxonomy, and govern the brand customer tag development and updates.
  • Customer Journey Operation: Cooperate with brand teams and campaign COE, develop different customer journey prototypes based on customer persona groupings and Go-to-market models.
  • Functional Collaboration: Partner with Business, Data, and IT teams to ensure cohesive customer data operation & consumption.
  • AI & Data-Driven Optimization: Explore the AI empowered customer insights, clustering, and HCP360.
    
• Qualifications:
  - Education: Bachelor’s degree in Marketing, Business, Digital, or related field; MBA or advanced degree preferred;
  - Experience: 5+ years in marketing or digital marketing, proven track record in Go-to-Market projects or Customer engagement projects
  - Data Analysis: Capable of processing and doing data analysis with customer data, for insightful findings; AI/Gen AI experience will be a plus.
  - Language: Fluency in English and Mandarin;
  - Great communication skills and cultural leadership, Resilience, and a growth mindset

• Key Competencies:
  - Strategic thinker with strong analytical and problem-solving skills.
  - Leadership ability to inspire teams and manage stakeholders.
  - Innovative mindset to drive business transformation, embracing digital and AI
  - Detail-oriented with a commitment to delivery with quality.

Why Join Us?
- Impact: Drive omnichannel transformation in a leading MNC, shaping healthcare engagement in China
- Growth: Access to global resources, cutting-edge tools, and professional development.
- Culture: Collaborate in a diverse, inclusive environment that values innovation and ethical practices.

Current Employees apply HERE

Current Contingent Workers apply HERE

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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.

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Not Applicable

Shift:

Valid Driving License:

Hazardous Material(s):

Required Skills:

Business, Business Transformation, Content Publishing, Content Writing, Cross-Functional Teamwork, Customer Data, Customer Engagement, Customer Experience Management, Customer Insights, Customer Knowledge, Customer Service, Digital Marketing, Interdepartmental Coordination, Manufacturing Compliance, Marketing, Measurement Analysis, Professional Development, Sales Operations, Stakeholder Relationship Management, Technical Advice

Preferred Skills:

Job Posting End Date:

11/30/2025

*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.