Customer Engagement & Solutions Delivery Manager

Job Description

Help shape the future of companion animal care in the Netherlands by delivering impactful solutions that connect veterinarians, partners and pet owners with the innovations that matter most. Join our Companian Animals team as a:

Customer Engagement & Solutions Delivery Manager

Welcome to our team

Our Dutch commercial organization leads the way in bringing a predominantly preventive companion animal portfolio to veterinarians, clinic groups, retail and e-commerce partners, and pet owners throughout the Netherlands. Based primarily in Boxmeer, our team brings together experts from sales, marketing, market access, digital, commercial management, and veterinary science. We are united by a shared passion to make our medicines, vaccines, services, and technology solutions accessible to animals and their caregivers—forming the foundation of our leading position in the market.

Within this ecosystem, the Companion Animals team blends biopharma innovation with digital capabilities, delivering customer-centric solutions that elevate both outcomes and experiences.

About the role

As Customer Engagement & Solutions Delivery Manager (Netherlands), you will drive the execution of omnichannel engagement and education programs. Your focus is on delivering impactful solutions that increase adoption, usage, and loyalty. You will translate brand and portfolio strategies into integrated initiatives for both professional and consumer audiences, combining digital channels, live events, Academy programs, and value-added services.

You will lead end-to-end program delivery, from design and planning to execution, measurement and continuous improvement, working closely with Sales, the Strategic Portfolio Lead, Brand Managers and Veterinary Affairs. You ensure all content, tools, platforms, events and trainings are high-quality, compliant and easy for both customers and field teams to use.

Reporting to the Strategic Portfolio Lead – Companion Animals (Netherlands), your role is to build scalable engagement and enablement programs that drive awareness, conversion, adherence, and retention. You will manage the engagement calendar and delivery roadmap, oversee agencies and vendors, and collaborate with Digital & Data teams to track and enhance performance.

Tasks and responsibilities include but are not limited to

• Translate brand and portfolio strategies into engaging programs for HCPs and consumers.

• Plan and manage annual engagement calendar (events, webinars, campaigns, education).

• Develop value-added programs for clinics and partners (onboarding, adherence, education).

• Coordinate seamless omnichannel customer journeys across teams and partners.

• Turn strategy into clear briefs and execution plans for content and channel experts.

• Ensure all materials are aligned, compliant, and easy to use in the field.

• Monitor performance and continuously optimize campaigns and channels.

• Lead professional education programs with strong scientific and compliance standards.

• Build consumer education journeys that encourage adherence and repeat engagement.

• Manage speakers, event agendas, certifications, and follow-ups.

Your profile

• Bachelor’s or Master’s degree in business, marketing, communications, or a related field, or equivalent practical experience.

• 4+ years of experience in customer engagement, marketing programs, education/enablement, or event/experience delivery, ideally within animal health, healthcare, or related B2B/B2B2C environments.

• Demonstrated ability to design and deliver omnichannel programs and successfully manage external agencies and vendors; strong organizational and project management capabilities.

• Experience developing professional (CE/CPD) and/or consumer education journeys; comfortable engaging with scientific or technical content.

• Data-informed and analytically minded, with the ability to translate insights into actionable improvements.

• Strong collaborator with the ability to build effective relationships across commercial, medical/veterinary, and digital/data teams.

• Creative and proactive problem-solver with a test-and-learn mindset; able to stay focused and adaptable in a fast-paced, deadline-driven environment.

• Fluency in Dutch and English (spoken and written); additional languages such as French are an asset.

• Based in or able to travel to Boxmeer, with flexibility to travel across the Netherlands (~20–30%) for customer programs, events, and collaboration.

What we offer

We welcome you to a truly global, dynamic and challenging environment with great opportunities for personal development. Our benefits are very competitive, and the summary below will give you an idea of what you can expect.

• Competitive salary and a 3% year-end allowance;

• 35,5 days of leave;

• Attractive collective health care insurance package with considerable reduction rates;

• Solid Pension Plan;

• Annual bonus based on own and company performance;

• Travel allowance for commuting;

• A high‑quality company restaurant offering fresh and healthy options every day.

• Excellent accessibility: the train station is located directly next to our main entrance, and there is ample parking available.

• A contribution toward your personal sports membership to support your vitality.

• A beautiful private park on site - perfect for a walk, a break or a moment of relaxation.

• Mental well‑being support through Lyra Health for you and your family members.

• Access to a dedicated prayer/meditation room.

• Extensive growth opportunities thanks to the size of the site and the wide range of disciplines and global departments represented in Boxmeer.

Animal Health

Our Animal Health Division is a trusted global leader in veterinary medicine, dedicated to preserving and improving health, well-being, and performance of animals and the people who care for them. We are a global team of professionals working together to make a positive difference in animal care and the world’s food supply and have a deep sense of responsibility towards our customers, consumers, animals, society, and our planet.

Through our commitment to The Science of Healthier Animals®, we offer veterinarians, farmers, pet owners and governments one of the widest ranges of veterinary pharmaceuticals, vaccines and health management solutions and services as well as an extensive suite of digitally connected identification, traceability and monitoring products. We invest in dynamic and comprehensive R&D resources and a modern, global supply chain. We are present in more than 50 countries, while our products are available in some 150 markets.

For questions about this vacancy

Please send an email including the vacancy number and job title to the following email address: RecruitmentNL@MSD.com .

Required Skills:

Customer Experience Consulting, Customer Experience Management, Customer Relationship Management (CRM), Product Management, Segmentation Strategy, Solutions Delivery, Strategic Customer Development, Training and Development

Preferred Skills:

Customer Engagement, Customer Loyalty, Marketing

Current Employees apply HERE

Current Contingent Workers apply HERE

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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, introductions are position specific. Please, no phone calls or emails.

Employee Status:

Regular

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Not Applicable

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

07/6/2026

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID: R401858