Hispanic Alliance for Career Enhancement
AVP, Digital Content & Customer Experience Capabilities
Hispanic Alliance for Career Enhancement, North Wales, Pennsylvania, United States
Job Description
The Associate Vice President, Digital Content & Customer Experience Capabilities will lead the global function in Digital Human Health, responsible for designing and executing customer engagement, digital content strategies across all commercial channels. This role oversees campaign orchestration, CRM/Veeva systems, omnichannel data standards, and digital/web capabilities to ensure a cohesive customer experience. They also integrate insights and engagement capabilities into brand and field execution, including Plan of Action (POA) execution support, while scaling capabilities such as content generation and delivery, next‑best‑action orchestration, and identity‑based personalization across regions and functions. The role also owns the strategy and optimization of the marketing technology stack – including CRM, content, web, and consent tools – to enable personalized, compliant, and high‑impact engagement throughout the customer lifecycle.
Position Responsibilities
Sets strategic direction for omnichannel engagement, content personalization, and CRM integration across field and digital channels to optimize customer engagement
Leads key capabilities including orchestration, omnichannel engineering, campaign management, and integration strategy
Partners with brand and field leadership to design customer journeys and deliver measurable engagement impact
Enables next‑best‑experience (NBx) and omnichannel touchpoints through platforms
Oversees modular content strategy, tagging automation, and digital asset management
Leads campaign and content delivery squads, ensuring alignment with brand MLR, local adaptation, and speed to market
Leads web/social marketing capabilities & digital analytics
Manages strategic content operations across internal/external vendors and offshore partners
Leads the omnichannel strategy, defining customer engagement standards, taxonomy, and tagging frameworks \ Governs end‑to‑end coordination across CRM, identity orchestration, and compliance with privacy, consent, and targeting frameworks
Ensures cross‑functional consistency with tech, data, and risk/legal functions on experience and regulatory alignment
Managerial Responsibilities
Manages team of global employees as direct reports plus their respective pyramids
The role will report to Senior Vice President, Digital Human Health
Educational Requirements
Bachelor’s degree in Marketing, Communications, Technology or related field
MBA or equivalent preferred
Behavioral Competencies Required
Strong cross‑functional leadership across teams, e.g., marketing, IT, compliance, and analytics
Proven ability to lead scaled teams with agile operating models and hybrid vendor/internal talent
Functional Competencies Required
Familiarity with global content operating model (e.g., AORs, hubs, Field CRM enablement), customer journey design, identity architecture, and digital personalization strategies
Experience with content strategy, campaign platforms, omnichannel compliance (DAM, Consent tools), and CRM systems
Deep appreciation of MarTech stack and its applied knowledge across content life cycle and customer engagement touchpoints
Demonstrated success in leading large‑scale transformation programs
Experience Requirements
15+ years in digital marketing, omnichannel engagement, or customer experience leadership
Required Skills
Accountability
Asset Management
Benefits Management
Customer Experience Management
Management Process
Management System Development
Product Management
Requirements Management
Stakeholder Relationship Management
Strategic Planning
System Designs
Salary and Compensation The salary range for this role is $276,600.00 – $435,400.00. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long‑term incentive, if applicable. We offer a comprehensive package of benefits including medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.
Hybrid Work Model Effective September 5, 2023, employees in office‑based positions in the U.S. will be working a Hybrid work consisting of three total days on‑site per week, Monday‑Thursday, although the specific days may vary by site or organization, with Friday designated as a remote‑working day, unless business critical tasks require an on‑site presence. This Hybrid work model does not apply to, and daily in‑person attendance is required for, field‑based positions; facility‑based, manufacturing‑based, or research‑based positions where the work to be performed is located at a Company site; positions covered by a collective‑bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote".
Equal Employment Opportunity As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights, EEOC GINA Supplement. We are proud to be a company that embraces the value of bringing together talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other U.S. State Acts.
Job Opening Details Job Posting End Date: 11/27/2025. Requisition ID: R374805.
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Position Responsibilities
Sets strategic direction for omnichannel engagement, content personalization, and CRM integration across field and digital channels to optimize customer engagement
Leads key capabilities including orchestration, omnichannel engineering, campaign management, and integration strategy
Partners with brand and field leadership to design customer journeys and deliver measurable engagement impact
Enables next‑best‑experience (NBx) and omnichannel touchpoints through platforms
Oversees modular content strategy, tagging automation, and digital asset management
Leads campaign and content delivery squads, ensuring alignment with brand MLR, local adaptation, and speed to market
Leads web/social marketing capabilities & digital analytics
Manages strategic content operations across internal/external vendors and offshore partners
Leads the omnichannel strategy, defining customer engagement standards, taxonomy, and tagging frameworks \ Governs end‑to‑end coordination across CRM, identity orchestration, and compliance with privacy, consent, and targeting frameworks
Ensures cross‑functional consistency with tech, data, and risk/legal functions on experience and regulatory alignment
Managerial Responsibilities
Manages team of global employees as direct reports plus their respective pyramids
The role will report to Senior Vice President, Digital Human Health
Educational Requirements
Bachelor’s degree in Marketing, Communications, Technology or related field
MBA or equivalent preferred
Behavioral Competencies Required
Strong cross‑functional leadership across teams, e.g., marketing, IT, compliance, and analytics
Proven ability to lead scaled teams with agile operating models and hybrid vendor/internal talent
Functional Competencies Required
Familiarity with global content operating model (e.g., AORs, hubs, Field CRM enablement), customer journey design, identity architecture, and digital personalization strategies
Experience with content strategy, campaign platforms, omnichannel compliance (DAM, Consent tools), and CRM systems
Deep appreciation of MarTech stack and its applied knowledge across content life cycle and customer engagement touchpoints
Demonstrated success in leading large‑scale transformation programs
Experience Requirements
15+ years in digital marketing, omnichannel engagement, or customer experience leadership
Required Skills
Accountability
Asset Management
Benefits Management
Customer Experience Management
Management Process
Management System Development
Product Management
Requirements Management
Stakeholder Relationship Management
Strategic Planning
System Designs
Salary and Compensation The salary range for this role is $276,600.00 – $435,400.00. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long‑term incentive, if applicable. We offer a comprehensive package of benefits including medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.
Hybrid Work Model Effective September 5, 2023, employees in office‑based positions in the U.S. will be working a Hybrid work consisting of three total days on‑site per week, Monday‑Thursday, although the specific days may vary by site or organization, with Friday designated as a remote‑working day, unless business critical tasks require an on‑site presence. This Hybrid work model does not apply to, and daily in‑person attendance is required for, field‑based positions; facility‑based, manufacturing‑based, or research‑based positions where the work to be performed is located at a Company site; positions covered by a collective‑bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as "remote".
Equal Employment Opportunity As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights, EEOC GINA Supplement. We are proud to be a company that embraces the value of bringing together talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other U.S. State Acts.
Job Opening Details Job Posting End Date: 11/27/2025. Requisition ID: R374805.
#J-18808-Ljbffr