Omnichannel Marketing Strategy & AI Enablement Manager

Job description

Job Description Omnichannel Marketing Strategy & AI Enablement Manager In an environment defined by rapid digital evolution and the transformative rise of Artificial Intelligence, we are redefining the boundaries of customer engagement. Operating in a dynamic ecosystem where integrated omnichannel experiences, data-driven decision-making, and AI-powered capabilities are reshaping how value is created for customers, we are seeking a leader to help accelerate this transformation. As the Omnichannel Marketing Strategy & AI Enablement Manager, you will lead and shape the omnichannel strategy for an assigned Business Unit. You will play a critical role in transforming product-focused brands into customer-centric experiences that drive meaningful engagement, strengthen customer relationships, and support sustainable business growth. You will also drive how Artificial Intelligence transforms customer engagement, marketing effectiveness, and organizational capability by collaborating with key cross-functional stakeholders. Serving as the bridge between business strategy, customer experience, and the evolving AI ecosystem, you will help unlock the potential of Generative AI, autonomous AI agents, and enterprise-scale platforms to keep the organization at the forefront of intelligent customer engagement. Acting as a central connector across cross-functional teams, you will establish strong end-to-end governance and ensure excellence in Customer Experience (CX) across all omnichannel touchpoints. If you are energized by innovation, passionate about customer-centric transformation, and excited about unlocking the potential of AI to elevate human capabilities, this role offers your next challenge. Key Responsibilities Strategic Planning and Transformation Lead the development and execution of the omnichannel strategy for the assigned Business Unit / Brand. Drive the shift from traditional product-focused marketing toward customer-centric experiences that deliver measurable engagement and brand growth. Align marketing strategies with business objectives to create meaningful value for customers while supporting overall business performance. Orchestration and Execution Partner closely with Omnichannel Experience, Orchestration, and CRM teams to design, refine, and execute best-in-class customer journeys. Oversee the end-to-end execution of integrated campaigns across digital and traditional channels, ensuring a seamless, consistent, and personalized brand experience. Monitor performance and use data-driven insights to continuously improve campaign orchestration and channel effectiveness. Governance and Cross-Functional Collaboration Establish and maintain strong end-to-end governance in partnership with key stakeholders across Marketing, IT, Medical Affairs, Legal, and Data Analytics. Act as the central point of coordination for omnichannel operations, ensuring alignment on customer experience strategy, execution timelines, and compliance requirements. Foster collaboration across teams to ensure smooth delivery and strong execution of omnichannel initiatives. AI Strategy & Transformation Define and execute the Business Unit’s AI-enabled customer engagement strategy, identifying high-value use cases where Generative AI, Agentic AI, and predictive analytics can accelerate business outcomes. Collaborate on next-generation customer journeys leveraging AI-driven personalization, dynamic content generation, and autonomous engagement agents. Support teams in operationalizing AI to improve content creation, journey orchestration, and day-to-day business productivity. Partner with Global Digital, Data, and Technology teams to deploy and optimize enterprise AI ecosystems, including Microsoft Copilot and Google Gemini platforms. Evaluate emerging AI technologies, vendor solutions, and agent frameworks to develop strategic roadmaps aligned with business priorities and compliance requirements. Drive adoption of AI tools across Marketing, Customer Engagement, and Commercial teams, embedding copilots, intelligent automation, and AI-assisted decision-making into core workflows. Collaborate on AI enablement plans, including training programs, best practices, and capability-building activities that foster a culture of continuous learning. Requirements Education Bachelor’s degree in Marketing, Business Administration, Life Sciences, Computer Science, or a related discipline. Advanced degree such as an MBA, Master’s in AI, Analytics, or Digital Transformation is highly preferred. Experience 5+ years of experience in omnichannel marketing, digital transformation, marketing technology, or strategic AI implementation roles. Experience working within regulated industries such as pharmaceuticals, healthcare, life sciences, or financial services is strongly preferred. Proven experience leading omnichannel strategy and campaign orchestration in a complex, cross-functional environment. Demonstrated success in driving customer-centric transformation and improving customer engagement through integrated marketing approaches. Demonstrated experience driving AI adoption, automation initiatives, or data-driven transformation programs in complex matrix environments. Experience collaborating with internal stakeholders such as Marketing, IT, Medical Affairs, Legal, and Data Analytics. Skills and Competencies Strong strategic thinking with the ability to translate vision into actionable plans and influence diverse cross-functional teams. Excellent stakeholder management and collaboration skills across functions to drive unified project and business outcomes. Deep understanding of customer journey design, omnichannel orchestration, and campaign execution, grounded in knowledge of CRM tools and digital marketing best practices. Data-driven, detail-oriented, and able to manage multiple priorities with a strong focus on governance and compliance in a fast-paced environment. Deep understanding of Generative AI, Large Language Models (LLMs), Agentic AI architectures, and intelligent automation. Practical expertise or familiarity with tools such as Microsoft Azure AI, Microsoft Copilot Studio, GitHub Copilot ecosystem, Google Vertex AI, and Gemini Enterprise. Ability to assess AI maturity, evaluate vendor tools, and translate complex AI capabilities into scalable omnichannel use cases. Leadership & Strategic Competencies Customer-focused and innovation-driven. Proactive, adaptable, and comfortable leading change. Collaborative mindset with the ability to build strong relationships across functions. Energetic, solution-oriented, and passionate about improving customer experience. Continuous learner with a visionary mindset, strong operational execution, and problem-solving focus. Required Skills: Adaptability, Adaptability, Brand Management, Business Strategies, Computer Science, Content Creation, Creative Campaign Development, Creativity, Customer Engagement, Data Analysis, Data-Driven Decision Making, Data Insights, Digital Marketing, Digital Transformation, Email Marketing, Generative AI, Interpersonal Relationships, Marketing Analytics, Market Research, Media Management, Medical Affairs, Omnichannel Retailing, Public Relations (PR) Management, Search Engine Marketing (SEM), Social Media Management {+ 2 more} Preferred Skills: Current Employees apply HERE Current Contingent Workers apply HERE Search Firm Representatives Please Read Carefully 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,