Associate Director, Patient Support Experience & Engagement Lead - US Marketing Immunology

Merck•North Wales, PA

5d•$142,400 - $224,100•Hybrid

About The Position

The Associate Director, US Marketing Immunology, PSP Experience & Engagement Lead shapes the end-to-end patient and healthcare provider experience for the Immunology Patient Support Program (PSP). The role has strategic ownership of PSP branding, content and messaging, and the healthcare provider portal, translating patient support and brand strategy into a cohesive, useful, compliant experience designed around patient and provider needs. It serves as the primary brand lead for PSP content development and provides strategic leadership for portal scope, design requirements, feature prioritization, and launch readiness. The role works with the Patient Support Strategy Lead and partners across Brand and Consumer Marketing, Patient Access COE, Digital Human Health, Data Strategy, Field Leadership, Learning & Development, Legal, Compliance, Privacy, Medical, MLR, and agencies. It uses research, journey mapping, content performance, channel insights, and program feedback to evolve the PSP experience and keep content, messaging, and portal capabilities aligned with the broader support strategy. The position is hybrid, based in Upper Gwynedd, Pennsylvania, with an expectation of working onsite three days per week. The role involves 10% travel and is part of the U.S. marketing team’s Agile Way of Working.

Requirements

Bachelor's degree or equivalent (BA/BS).
At least 7 years of experience in the pharmaceutical/biotechnology or healthcare industry, including experience in marketing, patient support, patient experience, content development, digital experience, or related areas.
Ability to translate patient, provider, market, and operational insights into clear strategic requirements and recommendations.
Experience leading cross-functional initiatives and influencing without direct authority in a matrixed organization.
Strong communication, problem-solving, strategic planning, and stakeholder-management skills.
Strategic thinking and ability to balance patient experience, business objectives, compliance requirements, and operational feasibility.
High degree of integrity and ethics.
Resilience, adaptability, comfort operating in ambiguity, and a growth mindset.

Nice To Haves

MBA, MPH, PharmD, or another relevant advanced degree.
Experience in patient support, launch readiness, content development, digital experience, or omnichannel marketing.
Awareness and understanding of U.S. commercial, legal, regulatory, privacy, and compliance considerations applicable to patient support programs.
Understanding of or direct experience working within the Immunology market.
Familiarity with biologic therapies and/or complex specialty patient support programs.
Experience supporting product launch readiness and lifecycle evolution of patient support programs.
Experience with patient support content strategy, patient/HCP messaging, branding, content development, and integration of digital and non-digital channels.
Experience with healthcare provider portals or other digital products, including business requirements, feature prioritization, user experience design, and cross-functional build processes.
Experience with CRM-enabled journeys, patient-support websites, content ecosystems, or other patient/provider engagement experiences.
Experience with agency and vendor management and familiarity with MLR review processes.

Responsibilities

Own the end-to-end PSP content, messaging, branding, and experience strategy across patient and healthcare provider touchpoints for the Immunology portfolio.
Lead development and ongoing evolution of PSP materials, including branding, patient and HCP messaging, program collateral, website and digital content, and other approved patient-support communications.
Coordinate with program and operational partners so approved content is consistently reflected across touchpoints.
Maintain an end-to-end view of patient and provider communication journeys and identify opportunities to improve clarity, consistency, channel coordination, and effectiveness.
Partner with HCP, Consumer, and Payer Marketing, Sales Leadership, Legal, Medical, Compliance, Privacy, MLR reviewers, and agency partners on content strategy, development, review, and approval.
Own brand-side strategic decisions for the healthcare provider portal, including scope, business requirements, design priorities, and feature prioritization in alignment with PSP strategy.
Translate HCP and program needs into portal design requirements covering features, workflows and routing, user experience principles, content, and business rules; partner with Digital, technology, Patient Access, and implementation teams through design and build.
Engage throughout portal design and development to ensure approved requirements are reflected and decisions align with enrollment, hub, field reimbursement, and other PSP capabilities.
Facilitate market and cross-functional input during portal design, resolve or elevate key business decisions, and support HCP portal launch readiness.
Support field readiness with field leadership and global Learning & Development, ensuring training content, tools, and messaging accurately reflect approved PSP services and customer needs.
Use launch learnings, patient and provider feedback, content and channel performance, and program insights to recommend ongoing enhancements to PSP content, messaging, branding, and portal experience.