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Description
Regional Strategy Manager-CUS000735
Description
Merck is a global health care leader with a diversified portfolio of prescription medicines, vaccines and consumer health products, as well as animal health products. Today, we are building a new kind of healthcare company - one that is ready to help create a healthier future for all of us.
Our ability to excel depends on the integrity, knowledge, imagination, skill, diversity and teamwork of people like you. To this end, we strive to create an environment of mutual respect, encouragement and teamwork. As part of our global team, you'll have the opportunity to collaborate with talented and dedicated colleagues while developing and expanding your career.
The Regional Strategy Manager is responsible for but not limited to the following:
* Partners with regional clients to ensure a strategic contact center model is implemented in accordance with business objectives utilizing Merck/MSD capabilities and industry best practices.
* Provides in-region support, oversight and subject matter expertise (SME) for execution of strategic contact center goals and objectives.
* Works with the Leader of International Strategy and other regional strategy and capabilities managers to create a comprehensive strategic plan that balances local business needs with global objectives. Collaborates with local management to identify priorities and ensure that regional and global strategies are aligned.
* Partners with regional clients to achieve their business objectives by developing and leveraging Merck/MSD capabilities and industry best practices.
* Shares best practices for contracting, vendor oversight, and partner management, including performance scorecards, communication plans and key performance indicators.
* Provides input and acts as a SME during quarterly business reviews and makes process improvement recommendations.
* Acts as a point of escalation for local contact center management as well as vendor partners.
* Ensures successful adoption and implementation of best practices, metrics, and reporting, while identifying opportunities for case studies that promote these successes, while sharing information across markets and regions.
* Promotes the use of global tools (Global Team Site) to access a repository of best practices and supports collaboration among clients.
* Provides dashboard reporting to global leaders to track contact center performance.
* Monitors regional competitive landscape and shares case studies that support strategic decision making at the local, regional and global levels.
* Supports the international leader of strategic planning to ensure that global strategies are aligned with regional and local business objectives, and provides input into short and long term objectives.
There will be 40% travel for this position.
Qualifications
Education:
* Bachelor's degree required
* Masters degree preferred
Required:
* A minimum of 3 years experience in a contact center or customer care operation
* A minimum of 3 years in a marketing, franchise or strategy development role
* Strong interpersonal
* Ability to lead through influence
* Effective verbal and written communication skills
* Strong presentation and project management skills
* Technical aptitude
* Ability to translate strategy into execution
* Strong change management skills
Preferred:
* Work experience in multiple countries
* Experience and/or understanding of different contact center technologies such as Adobe Connect Pro, WebEx for remote agent capabilities
* Sigma belt or PMI certification
Our employees are the key to our company's success. We demonstrate our commitment to our employees by offering a competitive and valuable rewards program. Merck's benefits are designed to support the wide range of goals, needs and lifestyles of our employees, and many of the people that matter the most in their lives.
merck.com/careers to create a profile and your resume for requisition # CUS000735.
Merck is an equal opportunity employer, M/F/D/V - proudly embracing diversity in all of its manifestations.
Search Firm Representatives
Please Read Carefully:
Merck is not accepting unsolicited assistance from search firms for this employment opportunity. Please, no phone calls or emails. All resumes submitted by search firms to any employee at Merck via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Merck. No fee will be paid in the event the candidate is hired by Merck as a result of the referral or through other means.
Primary Location: US-NJ-Whitehouse Station
Other Locations: US-PA-Upper Gwynedd
Employee Status: Regular
Number of Openings: 1
Details:
Job Id:
34158897
Posted / Updated:
3/9/2012 3:54:01 AM
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