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Msd

Commercial Engagement & Customer Service Lead

LocationPRT - Lisbon - Paço de Arcos (Head)
Work modehybrid
Typefull-time
Company size10,000+ people
First seen1w ago
Last seen2d ago
Job Description
The Opportunity
We are looking for a Commercial Engagement & Customer Service Lead (Portugal) to lead our Business Enablement Platform and play a critical role in accelerating business growth, customer excellence and organizational effectiveness.
This role operates across the Companion Animal and Livestock Business Units, acting as a strategic business partner while leading key capabilities that enable commercial success, customer engagement, operational excellence and business transformation. Combining hands-on operational leadership with strategic thinking, the role translates business priorities into execution, drives continuous improvement, and ensures that commercial, customer and operational capabilities effectively support sustainable business growth.
It is part of the Leadership Team and reporting to the Managing Director of Portugal.
The successful candidate will lead a multidisciplinary team covering Customer Service, Supply Chain Coordination, Omnichannel Engagement, CRM, Content, Campaigns, Events and OKR deployment, while also driving Commercial Operations, Partnerships, Incentive Governance, Business Insights and Process Improvement initiatives.
Your Mission
As Commercial Engagement & Customer Service Lead, you will be responsible for strengthening three core pillars of the organization:
•
Customer Excellence & Operational Performance
Drive excellence across Customer Service and Supply Chain coordination, ensuring customers receive a seamless experience while maintaining high service levels, product availability and effective collaboration with our external logistics partners.
•
Customer Engagement & Business Transformation
Transform how we engage customers through omnichannel capabilities, CRM and data-driven decision making, while embedding an OKR-based culture that enhances accountability, focus and execution across the organization.
•
Commercial Operations & Governance
Professionalize, simplify and continuously improve commercial operations, ensuring effective deployment of commercial policies, strong partnership governance, accurate incentive management and robust operational controls.
Key Responsibilities
Customer Service, Logistics & Supply Chain Excellence
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Lead Customer Service operations and continuously improve customer experience.
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Coordinate Order Management activities and key customer-facing processes.
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Partner closely with Commercial, Marketing and Supply teams to ensure effective demand planning and product availability.
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Monitor operational performance and proactively address customer and supply risks.
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Manage relationships with external logistics partners (3PL), driving service quality and continuous improvement initiatives and according to GDP requirements
Omnichannel Engagement, CRM & Customer Experience
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Lead the development and execution of omnichannel engagement capabilities.
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Drive adoption and effectiveness of CRM platforms.
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Oversee customer engagement activities across channels, ensuring alignment with business priorities.
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Support the planning and execution of campaigns, content and customer-facing events.
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Identify opportunities to improve customer journeys and engagement effectiveness through data and insights
Business Performance & OKR Leadership
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Lead the implementation and governance of the company’s OKR framework.
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Lead the process for strategy translation into measurable objectives and business outcomes.
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Support leaders in setting meaningful goals and tracking execution.
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Facilitate performance reviews and foster a culture of ownership and accountability.
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Drive continuous improvement through data-driven decision making and business insights.
Commercial Operations, Partnerships & Incentives
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Partner with Business Units in the deployment and governance of commercial policies and customer agreements.
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Support the design and execution of commercial partnerships and incentive programmes.
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Lead operational governance of rebates, discounts, incentives and commercial investments.
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Ensure accuracy, compliance and transparency across commercial operations processes.
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Collaborate closely with Finance to strengthen governance, controls and reporting.
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Identify opportunities to simplify, automate and standardize commercial processes, improving scalability and efficiency.
Business Insights & Market Intelligence
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Lead relationships with market intelligence and data providers.
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Ensure quality and integrity of commercial and market data.
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Collaborate with Business Units on data governance and business insight generation.
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Support Business Units in Translating data into actionable recommendations that support business decisions and growth opportunities.
What We Are Looking For
We are looking for a leader who combines strong business acumen with strategic thinking and execution excellence. The successful candidate will demonstrate the ability to translate strategy into measurable business outcomes, build strong partnerships across functions, influence stakeholders in a complex matrix environment and drive change that delivers sustainable results. Equally important is the ability to develop people and build high-performing teams by creating a culture of trust, accountability, continuous learning and growth. We are seeking someone who promotes ownership, embraces innovation and continuous improvement, acts with integrity and resilience, and keeps customer and business impact at the center of decision-making.
The ideal candidate will bring:
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At Least more than 10 years of experience
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Experience in Customer Service, Commercial Operations, Business Excellence or Commercial Effectiveness.
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Strong understanding of customer engagement, CRM and omnichannel execution.
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Experience leading cross-functional teams and transformation initiatives.
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Strong Knowledge of commercial policies, incentive programmes and partnership governance.
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Strong Knowledge in Indirect selling and route market working with and through Wholesalers, Clinics ( or pharmacies ) or combined
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Understanding of supply chain, forecasting and operational processes.
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Strong analytical and financial capabilities.
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Experience working in fast-paced, matrix organizations.
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Fluency in Portuguese and English.
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Experience in Animal Health, Healthcare, Life Sciences or FMCG environments will be considered an advantage.
Why Join us?
This is a unique opportunity to lead a broad business enablement function with direct impact on customer experience, commercial effectiveness, organizational performance and business growth.
You will work closely with senior leadership, commercial teams, finance, supply chain and regional stakeholders to help shape the future of our company while building new capabilities and accelerating business transformation.
Required Skills:
After Sales Technical Support, After Sales Technical Support, Business Alignment, Business Decisions, Business Transformation, Consumer Financing, Cost Efficiency, CRM Account Management, Customer Centricity, Customer Engagement, Customer Interactions, Customer Management, Customer Service, Detail-Oriented, Fast Moving Consumer Goods, Financial Acumen, Interface Management, Interpersonal Relationships, Market Intelligence, Matrix Management, Multitasking, Operational Excellence, Order Processing, Process Alignment, Process Simplification {+ 10 more}
Preferred Skills:
Hiring process
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, introductions are position specific. Please, no phone calls or emails.
Employee Status:
Regular
Relocation:
VISA Sponsorship:
Travel Requirements:
Flexible Work Arrangements:
Hybrid
Shift:
Valid Driving License:
Hazardous Material(s):
Job Posting End Date:
09/23/2026
*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.
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