Director, Field Digital Capabilities

The Director, Field Capabilities leads a team that evolves CRM and field enablement capabilities to improve commercial effectiveness, ensure compliant engagement reporting, and drive opportunity realization. Defines the capability roadmap and delivers scalable CRM workflows and account-management tools, enforces governance and audit readiness, and drives adoption through targeted change programs. Manages key vendor and cross-functional relationships.

Strategy & Roadmap
- Own the capability roadmap for CRM and field tools, translating commercial priorities into prioritized initiatives and release plans.
- Align with Sales, Marketing, Medical, DHH, Legal, and Compliance to ensure solutions meet business needs and reduce friction for field teams.

Capability Enablement
- Deliver CRM functionality and workflows for all field-facing employees for in-person, virtual, and event-based engagements.
- Enable compliant call and event recording (FFM), virtual engagement tracking, and streamlined eResource usage.
- Define templates, interaction types, and integrations to standardize field activity and support opportunity management.
- Enable account management tools and processes to improve account planning, stakeholder mapping, and cross-functional coordination.

Governance & Compliance
- Establish standards, policies, and governance for CRM use, field email, eResources, and virtual engagements with Legal, Compliance, Privacy, and DHH.
- Ensure audit readiness through data quality monitoring, controls, and remediation processes.

Adoption & Performance
- Drive adoption through targeted training, playbooks, field champions, and change management.
- Monitor usage, data quality, and business impact to refine capabilities and remove barriers to adoption.

Vendors & Stakeholders
- Manage vendor relationships for CRM, virtual engagement, and content platforms; coordinate delivery, SLAs, and integrations.
- Serve as primary liaison to Sales Leadership and cross-functional partners; escalate risks and secure alignment.

Qualifications
Minimum Requirements:
- Bachelor’s degree (BS/BA)
- 5+ years in CRM/commercial operations or digital field enablement
- Experience with CRM platforms (e.g., Veeva, Salesforce) and virtual engagement tools in regulated industries
- People management experience (preferably in Sales, Sales Operations, Samples Management, Change Management, IT, or Marketing Operational Support)
- Ability to work at the North Wales (Upper Gwynedd), Pennsylvania office at least 3 days per week
- Strong change management and demonstrated project management skills
- Excellent interpersonal, written, and verbal communication; ability to build relationships and lead cross-functional teams
- Understanding of relevant field sales policies and compliance guidelines
- Ability to thrive in a fast-paced, ambiguous environment; strong business acumen, strategic thinking, problem solving
- Ability to drive consistency; experience engaging leadership at all levels including SVP
- Vendor management experience including SLAs, KPIs, contract negotiations, and performance measurement

Required Skills
- Account Management, Account Planning, Change Management, Commercial Excellence, Contract Negotiations, Customer-Focused, Digital Marketing, Direct Marketing, Engaging Leadership, Event Management, Event Planning, Market Research, Oral Communications, People Leadership, Planning Budgeting And Forecasting (PBF), Product Management, Project Management, Remediation Management, Roadmapping, SAP Vendor Invoice Management, Stakeholder Engagement, Stakeholder Relationship Management, Strategic Planning, Strategic Thinking, Vendor Risk Management

Benefits
- Annual bonus and long-term incentive (if applicable)
- Medical, dental, vision, retirement (including 401(k)), paid holidays, vacation, compassionate and sick days

Application Instructions
- Apply via https://jobs.merck.com/us/en (or Workday Jobs Hub if a current employee). Apply by the application deadline stated on the posting.