About Us
Founded in 1908, Merz is a successful, family-owned specialty healthcare company with a rich history. As a leading global aesthetics business, our award-winning portfolio of injectables, devices, and skincare products empowers healthcare professionals to enhance confidence through aesthetic medicine. Our purpose is to fuel confidence by helping people look better, feel better, and live better. We believe you do not have to choose between living life and making a living. Live your best life with Merz Aesthetics.
A Brief Overview
The Vice President, Customer Digital Experience (CDX) is the executive accountable for defining, governing, and delivering a globally consistent, journey-led digital experience for Merz Aesthetics' customers. This role brings consumer-grade journey discipline and marketing rigor into a regulated life sciences environment, shaping how customers experience, engage with, and derive value from Merz Aesthetics across digital, field, and service interactions. The VP is accountable for ensuring customer digital experiences are intuitive, connected, compliant, and deliver measurable business impact, including engagement, growth, efficiency, and loyalty.
What You Will Do
- Customer Journey Strategy & Vision:
- Define and own the global Customer Digital Experience vision, multi-year strategy and roadmap, grounded in customer journeys rather than individual platforms or channels.
- Establish experience design principles that reflect Merz’s brand, values, and customer promise.
- Champion a journey first mindset, leveraging retail and consumer best practices adapted for a regulated environment.
- Serve as executive sponsor for global customer digital initiatives, ensuring alignment with brand, commercial, and enterprise priorities.
- End to End Journey Ownership:
- Own end-to-end customer journey strategy and performance, including prioritization, sequencing of improvements, and outcome accountability. Lead the design and optimization of end-to-end customer journeys, including:
- Discover & Learn
- Engage & Enable
- Purchase / Order / Access
- Support & Loyalty
- Identify “moments that matter” and friction points using customer insights, data, and research.
- Ensure journeys are consistent across digital, field, marketing, and service interactions.
- Drive continuous, enterprise-scale journey improvement through test and learn practices, scaling successful models across regions and brands.
- Digital Channels, Platforms & Ecosystem:
- Provide strategic leadership across Merz’s customer facing digital ecosystem (e.g., portals, learning platforms, marketing experiences, service tools).
- Partner closely with IT, Marketing, Commercial, and Data teams to shape platform strategy, integration, and modernization.
- Influence vendor selection and roadmap decisions to support journey based outcomes.
- Ensure scalability, reliability, and usability across regions and brands.
- Marketing Led Engagement & Adoption:
- Apply consumer and FMCG marketing discipline to digital experience design, driving:
- Clear value propositions
- Strong adoption of digital channels
- Meaningful, ongoing customer engagement
- Partner with Brand and Commercial teams to embed digital experience into go to market strategies.
- Ensure digital experiences meaningfully reshape and elevate field-based and relationship-driven commercial models, rather than merely complementing them.
- Measurement, Insights & Performance:
- Define and own the global CDX measurement framework, linking customer experience to growth, retention, efficiency and brand outcomes. This includes:
- Engagement and adoption metrics
- Journey effectiveness and drop off
- Satisfaction and effort
- Contribution to growth, retention, and efficiency
- Use analytics to prioritize investments and guide decision making.
- Regularly report progress and outcomes to executive leadership.
- Operating Model, Governance & Leadership:
- Define and govern the global CDX operating model, with clear ownership, performance accountability, governance, and prioritization across functions.
- Lead and develop a high performing, global CDX team, building succession depth and enterprise capability.
- Influence without authority across Marketing, Commercial, IT, Customer Service, Legal, and regional organizations.
- Ensure global consistency with appropriate local flexibility.
- Risk, Quality & Regulatory Partnership:
- Own the enterprise CDX risk posture, ensuring customer experiences meet regulatory, medical, and legal standards without compromising usability and speed. Partner closely with Legal, Regulatory, and Compliance.
- Embed appropriate content governance and review processes without compromising usability or speed.
- Global Scope & Role Positioning:
- Scope: Global, multi region, multi brand
- Reports to: CMO, Chief Digital Officer, or Chief Commercial Officer
- Key partners: Marketing, Commercial, IT, Customer Experience, Data & Analytics, Legal/Compliance, Regional Leadership
Minimum Requirements
- Bachelor of Arts (B.A.) Marketing, Digital Marketing, Business Admisnistration or similiar field
- 15+ years Years of experience in customer digital experience, digital transformation, product, or CX leadership
- Strong background in consumer, retail, or FMCG environments, with demonstrated excellence in customer journey design
Preferred Qualifications
- Master's Degree MBA
- Experience translating consumer-grade digital practices into regulated industries (life sciences, healthcare, financial services, or similar)
Technical & Functional Skills
- Executive presence and exceptional presentation and influence skills facing stakeholders at all levels across the entire organization
- Executive leadership in digital customer experience and omnichannel strategy
- Excellent written, oral, and interpersonal communication skills
- Advanced skills in Microsoft Excel, PowerPoint, Word and Outlook and comfort with large variety of online meeting tools and AV equipment
- Ability to leverage AI-enabled tools and digital solutions to improve decision-making, efficiency and openness to integrate emerging AI capabilities into daily ways of working - ensuring responsible use, data integrity and alignment with enterprise standards
- Journey-led experience design and orchestration; capability to translate brand, commercial and portfolio strategy into coherent end-to-end customer journeys
- Global stakeholder influence and matrix leadership, exceptional ability to influence Marketing, Commercial, IT, Medical, Legal, and Regional Leaders without direct authority
- Ability to lead globally while enabling regional flexibility and compliance
- Marketing-led digital adoption and demand generation
- Deep expertise in end-to-end customer journey design and optimization
- Strong understanding of omnichannel engagement models across digital, field, and service environments
- Data-driven decision-making and performance measurement capability
- Experience operating in regulated environments
- Multi-year strategic horizon focused on experience differentiation and enterprise value creation
- Strong judgment in allocating investment across journeys, regions, and platforms
- Ability to shift organization mindset toward customer-centric, journey-led decision-making
