Director, Field Digital Capabilities

Merck•North Wales, PA

2d•Hybrid

About The Position

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. This role defines the capability roadmap and delivers scalable CRM workflows and account-management tools. It enforces governance and audit readiness and drives adoption through targeted change programs. The role also manages key vendor and cross‑functional relationships to keep field teams focused on customers. 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 to support 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 in partnership 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 continuously refine capabilities and remove barriers to adoption. Vendors & Stakeholders Manage critical vendor relationships for CRM, virtual engagement, and content platforms, coordinating delivery, SLAs, and integrations. Serve as primary liaison to Sales Leadership and cross‑functional partners; escalate risks and secure alignment to deliver field-ready solutions.

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 functions
Ability to work at our North Wales (Upper Gwynedd), Pennsylvania office at least 3 days per week
Strong change management skills
Demonstrated project management skills
Excellent interpersonal, written and verbal communication and an ability to build relationships with stakeholders, and lead cross-functional teams to achieve business goals
Understanding of relevant field sales policies and compliance guidelines for field based / customer facing employees
Ability to thrive in a fast-paced and often ambiguous environment
Strong business acumen, strategic thinking, and problem solving
Ability to drive consistency
Experience engaging with leadership at all levels including SVP level
Vendor management experience, including SLAs, KPIs, contract negotiations and performance measurement
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

Responsibilities

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.
Deliver CRM functionality and workflows for all field‑facing employees to support 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.
Establish standards, policies, and governance for CRM use, field email, eResources, and virtual engagements in partnership with Legal, Compliance, Privacy, and DHH.
Ensure audit readiness through data quality monitoring, controls, and remediation processes.
Drive adoption through targeted training, playbooks, field champions, and change management.
Monitor usage, data quality, and business impact to continuously refine capabilities and remove barriers to adoption.
Manage critical vendor relationships for CRM, virtual engagement, and content platforms, coordinating delivery, SLAs, and integrations.
Serve as primary liaison to Sales Leadership and cross‑functional partners; escalate risks and secure alignment to deliver field-ready solutions.