Campaign & Customer Experience (CX) Manager (12-Month Fixed-Term Contract - Maternity Leave Cover)

MSD Animal Health · Athens

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Job Description

Position Overview

The Campaign and Customer Experience (CX) Manager is a strategically critical role within our company’s Digital team, combining end-to-end customer experience ownership with omnichannel campaign orchestration.

The role serves as the single, end-to-end, accountable and hands-on owner of omnichannel campaign execution and customer experience design for the assigned Business Unit(s), while ensuring consistency, scalability, compliance, performance and execution excellence across Greece and Cyprus.

The Campaign and Customer Experience (CX) Manager sits within the Digital team, enabling a holistic, data-driven and technology-enabled view of the end-to-end customer journey. This ownership is exercised through close and continuous collaboration with the Marketing teams, and in particular with the Brand & Customer Manager (BCM) roles, who remain the business owners accountable for business and brand strategy and priorities. At the same time, the Campaign & CX Manager works closely with local, regional and global stakeholders, as well as external partners (digital services and media agencies) and any other relevant parties, to deliver high-quality service to the business.

The Campaign & CX Manager operates as an end-to-end digital partner to the Business Units, translating business and brand strategies into high-quality, orchestrated omnichannel customer journeys and campaigns, targeting both HCPs and HCCs across digital and non-digital touchpoints.

This role offers a unique opportunity to own omnichannel campaigns and customer experience initiatives across multiple therapeutic areas, while collaborating closely with Marketing, Digital, Data & Analytics teams, as well as local, regional and global stakeholders.

Key Responsibilities

Customer Experience & Journey Ownership

• Own and continuously evolve, in close collaboration with Marketing/BCMs, the end-to-end Customer Experience for the assigned Business Units, ensuring consistency across channels, Therapeutic Areas (TAs) and campaigns.
• Design, map and continuously optimize customer journeys, touchpoints and moments that matter, leveraging customer insights, behavioural data and experimentation to identify unmet needs, improve engagement and drive meaningful differentiation.
• Use campaign and CX performance insights to inform future strategy, prioritization and continuous Customer Experience improvement.

Campaign Strategy & End-to-End Execution

• Act as the single campaign owner and orchestrator for digital and omnichannel campaigns, from planning through execution, optimization and closure.
• Translate brand and business objectives (defined by Marketing/BCMs and Business Units) into executable, scalable campaign and activation plans.
• Partner with Marketing/BCMs, Medical, Compliance and agency partners to develop, adapt and optimize customer-facing materials and content assets across channels, ensuring alignment with campaign objectives, customer needs and regulatory requirements.
• Plan, manage and execute campaigns across channels (e.g., CRM, email, remote detailing, websites, social media, events, paid media, etc.), ensuring coherent and seamless customer experiences.
• Own campaign calendars, prioritization, sequencing and dependency management across TAs and initiatives within assigned Business Unit(s).
• Partner with Data & Analytics teams to define CX and campaign KPIs, success metrics and learning agendas, as well as present campaign performance and extract insights.

Digital Activation & Omnichannel Excellence

• Execute and coordinate digital customer engagement activities in line with our company’s omnichannel strategy, leveraging available channels, platforms and technologies to deliver seamless customer experiences.
• Drive effective orchestration of customer interactions across channels, ensuring activities are coordinated, customer-centric and aligned with campaign objectives.
• Act as the primary point of accountability for digital activation quality, timeliness and impact for assigned Business Unit(s).
• Identify and implement digital best practices, innovative capabilities and process improvements that enhance campaign effectiveness, customer engagement and operational excellence.

Collaboration

• Collaborate effectively across cross-functional, multicultural teams across local, regional and global levels to drive alignment and deliver integrated solutions.
• Partner closely with Marketing (BCMs) to ensure customer experience and campaign execution are aligned with business and brand strategy and positioning.
• Work with Medical, Compliance, Legal and Regulatory teams to ensure activities are compliant, approved and executed according to local laws, regulations and company policies.
• Brief and manage digital, creative and media agencies to ensure delivery on time, within budget and at the agreed quality standards in a compliant manner.

Profile and Qualifications

• Relevant Bachelor’s degree from an accredited University required (preferably in Digital Marketing, Marketing, Engineering, Technology, Digital, Business or related fields). Master’s degree preferred.
• Minimum 4 years of experience within the pharmaceutical, medical device or broader healthcare industry across marketing, campaign management, digital marketing and/or omnichannel activation roles, with proven experience developing customer-facing materials, owning, and executing end-to-end digital and omnichannel campaigns.
• Strong skills in briefing and managing creative, digital marketing and media agencies.
• Excellent understanding of data and insights, with the ability to synthesize complex information into clear, actionable CX and campaign decisions.
• Demonstrated ability to work cross-functionally and effectively in agile or hybrid delivery models.
• Strong influencing, negotiation and communication skills, with the ability to lead without formal authority.
• Analytical mindset with a passion for data-driven decision-making and continuous improvement.
• Proficient in Greek and English.

You bring a strong digital mindset combined with business acumen, entrepreneurial spirit and customer-first mentality. You thrive in complex, cross-functional environments, take true end-to-end ownership and are motivated by delivering measurable impact and value on customer experience and business outcomes while operating with integrity and a strong sense of ethics.

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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. 

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