Associate Director Patient Support Digital & Data Strategy

Merck•North Wales, PA

2d•$142,400 - $224,100•Hybrid

About The Position

The Associate Director, Patient Support Digital & Data Strategy is responsible for shaping the brand-side patient support program (PSP) data strategy across the ecosystem, including data design, measurement, CRM decisions, and operational readiness. As the brand PSP data subject matter expert, this role helps ensure data architecture, reporting, and measurement enable a coherent, patient-centered support experience. The role partners closely with the Patient Support Strategy Lead and cross-functional teams to support integration across Hub, FRM, SP, ISP, nursing processes, and business rules. The role collaborates with brand, digital, data, operations, and implementation partners to define data requirements, support customer experience data enablement, and design the PSP ecosystem for launch readiness and long-term optimization. It uses business priorities, customer journey insights, operational needs, and measurement requirements to shape the data ecosystem and inform decisions. The position is hybrid, based in Upper Gwynedd, Pennsylvania, with an expectation of working on-site three days per week. Travel requirements are 10%.

Requirements

Bachelor’s degree or equivalent (BA/BS).
At least 7 years of experience in the pharmaceutical/biotechnology or healthcare industry, including experience in data strategy, CRM, operations, digital, patient support, or related areas.
Ability to translate business needs into data, measurement, or ecosystem requirements.
Experience working in matrixed organizations and leading cross-functional initiatives.
Strong communication, problem-solving, and stakeholder-management skills.
Strategic thinking and ability to balance business objectives, patient experience, and operational feasibility.
High degree of integrity and ethics.
Resilience, adaptability, comfort operating in ambiguity, and a growth mindset.
Skills in adaptability, agile methodology, business decisions, communication, cross-functional teamwork, data strategy, decision making, digital engagement, HCP experience, market access, marketing, omnichannel engagement, patient engagement, patient experience, patient support, pharmaceutical industry, and strategic thinking.
Skills in creative campaign development, customer relationship management (CRM), digital analytics, digital databases, healthcare, immunology, KPI analytics, omnichannel strategy, patient support programs, pharmaceutical industry, and strategic thinking.

Nice To Haves

Advanced degree.
Experience with patient support programs, CRM enablement, data design, or measurement frameworks.
Awareness and understanding of U.S. commercial, legal, regulatory, privacy, and compliance considerations applicable to patient support programs.
Understanding of or direct experience working in the Immunology market.
Familiarity with specialty patient support ecosystems and CRM-enabled patient engagement journeys.
Experience with data architecture, ecosystem mapping, measurement design, dashboards, and testing or implementation support.
Experience supporting launch readiness and lifecycle evolution of patient support programs.
Experience partnering with digital, analytics, operations, and vendor teams.
Experience with business rules development, CRM platforms, and operational readiness processes.

Responsibilities

Serve as the brand PSP data subject matter expert and shape end-to-end data strategy, design, and ecosystem mapping for PSP solutions.
Drive customer experience data enablement across key customer groups.
Lead brand-side CRM decisions and enablement.
Lead brand-side HCP portal and digital enrollment strategies, including user experience design and portal functionality.
Ensure alignment and integration with Hub, FRM, SP, ISP, nursing processes, and business rules.
Support end-to-end integration and operational readiness, including launch testing.
Partner with cross-functional stakeholders to translate PSP strategy into data and measurement requirements.
Support development of a PSP program measurement framework and dashboards.
Contribute to CRM-related business decisions, business rules, and process design to create a consistent and scalable ecosystem.
Identify dependencies and gaps across operational partners and escalate issues that may affect launch readiness or customer experience.
Use launch learnings, measurement outputs, and channel performance insights to recommend future data and ecosystem enhancements.