Job Description Responsible for supporting the development and implementation of customer relationship strategies that enhance customer satisfaction and loyalty across Brazil and the PUB region (Paraguay, Uruguay, and Bolivia). Your role will focus on assisting Business Units (BUs) in executing customer engagement initiatives, optimizing communication channels, and managing lead generation processes. Responsibilities: Support Customer Engagement Initiatives: Assist BUs in developing and executing strategies to enhance customer engagement and satisfaction through various communication channels and marketing campaigns. Campaign Management: Collaborate with marketing teams to plan, execute, and monitor customer-focused campaigns, ensuring alignment with overall business objectives. Lead Funnel Management: Assist in managing the lead funnel by tracking customer interactions and ensuring timely follow-up on leads generated through campaigns and other initiatives. Monitor Customer Feedback: Collect and analyze customer feedback to identify trends and areas for improvement, providing insights to the BUs for better service delivery. Assist in CRM Management: Collaborate in managing CRM systems, ensuring accurate data entry and reporting on customer interactions and satisfaction metrics. Facilitate Communication: Act as a liaison between customers and internal teams, ensuring that customer needs and concerns are effectively communicated and addressed. Develop Customer Insights: Utilize customer data and insights to support the development of targeted marketing and sales strategies that align with customer preferences. Coordinate Customer Events: Assist in planning and executing customer events and initiatives that promote brand loyalty and strengthen relationships. Support Training Initiatives: Help in training internal teams on customer service best practices and the importance of customer relationship management. Monitor Performance Metrics: Track and report on key performance indicators (KPIs) related to customer satisfaction, engagement, and campaign effectiveness, providing recommendations for improvement. Requirements: Strong communication and interpersonal skills, with the ability to build relationships with customers and internal teams. Analytical thinking and problem-solving abilities to address customer needs effectively. Familiarity with CRM systems and customer data analysis. Experience in managing marketing campaigns and understanding lead generation processes. Ability to manage multiple tasks and prioritize effectively. Proactive and customer-focused mindset. Fluent in English; Spanish is a differentiation. Completed Bachelors degree. Previous experience in customer relations, CRM, or related fields is preferred. Experience in consumer goods companies will be a plus. #LI-DNI 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: No relocation VISA Sponsorship: No Travel Requirements: No Travel Required Flexible Work Arrangements: Hybrid Shift: 1st - Day Valid Driving License: No Hazardous Material(s): n/a Required Skills: Campaign Management, Communication, Customer Experience Management, Customer Relationship Management (CRM), Customer Relationships, Customer Service, Customer Service Communication, Customer-Support, Data Analysis, Key Performance Indicators (KPI), Promotional Activities, Report Preparation, Teamwork, Technical Knowledge Preferred Skills: Job Posting End Date: 06/2/2025 *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. Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.
