Customer Experience Manager

2 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Merck Kgaa, Darmstadt, Germany Full time

Our Mission

We aim to create, improve, and prolong lives through innovative science and technology. Our teams work together across 6 continents, driven by passion and relentless curiosity, to help patients at every stage of life.

Role Overview

This position as a Digital Product Specialist is centered around enhancing relationships between our organization and healthcare professionals through digital channels. Key responsibilities include developing and implementing quarterly customer plans, conducting promotional calls, sending follow-up communications, and driving customer retention.

  • Develop and implement OCCPs in collaboration with the line manager.
  • Engage with HCPs via video and phone calls to share product information and address questions.
  • Send targeted communications following interactions and feedback.
  • Enhance customer retention and event attendance by tailoring invitations and follow-ups for HCPs.
  • Implement compliant consent processes aligned with TA requirements.
  • Achieve both qualitative and quantitative KPIs by utilizing engagement metrics and HCP feedback.

Essential Qualifications

  • One year of experience within our organization in Saudi Arabia.
  • Strong passion for digital tools and platforms for effective customer engagement.
  • Excellent communication skills in Arabic and English.
  • Potential for occasional on-field presence to support consenting processes and events.


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