Director, Head of NA & EU Sales

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Your Role:
The Director, Head of NA & EU Sales, is a senior commercial leader responsible for driving end-to-end sales performance across the North America and European Union markets. This leader is responsible for the full customer lifecycle, from strategic account management and regional engagement to business development, financial performance, and sales operations excellence.
The role serves as the primary commercial interface for key customers and internal stakeholders across both regions, ensuring alignment with Delivery Systems & Services (DS&S) global strategy while delivering against revenue, margin, and growth targets.
Key Accountabilities
Customer Account Management & Regional Engagement
Serve as the senior commercial owner for key customer accounts across the NA and EU, ensuring deep, trusted relationships at all levels of the customer organization.
Lead and coordinate regional sales teams to deliver consistent, high-quality customer engagement, including regular technical reviews, business reviews, and executive-level interactions.
Develop and execute tailored account plans for strategic customers, identifying growth opportunities, managing contract renewals, and ensuring customer satisfaction and retention.
Strengthen enterprise relationship with Tier 1 accounts for joint, long-term technical and product roadmaps. Engage with GSAM, Regional DS&S leaders and material BU sales leaders for one-Merck face to customers. Pursue integrated solutions across BUs and potentially across Sectors
Oversee the resolution of customer escalations and complaints by coordinating cross-functionally with operations, product management, and technical service teams. Support Quality performance by driving response for high-power containment, corrective and preventative actions.
Maintain active presence in key markets through customer visits, industry conferences, and trade events across the NA and EU.
Build and sustain relationships with key industry stakeholders, including OEM partners, research institutions, and industry associations relevant to DS&S target markets.
Sales Operations Excellence
Drive sales operations discipline across the NA and EU regions, ensuring robust processes for pipeline management, order fulfillment coordination, and customer contract administration.
Lead the regional sales forecasting process, providing accurate, timely, and data-driven volume and revenue forecasts to support demand planning and supply chain alignment.
Collaborate closely with supply chain, planning, and operations teams to translate commercial forecasts into actionable demand plans.
Ensure all sales-related documentation is created, reviewed, and submitted in accordance with company standards.
Implement and continuously improve sales process frameworks, tools, and reporting cadences to enhance team productivity and commercial visibility.
Monitor and report on key sales performance metrics (KPIs) for the NA and EU regions, providing regular updates to senior leadership, including pipeline sufficiency, conversion and win rates
Business Development
Identify, qualify, and pursue new business opportunities across the NA and EU, including new customer acquisition, market segment expansion, and new product introduction support.
Lead the development and execution of commercial plans for target markets and product lines, incorporating market intelligence, competitive analysis, and customer insights.
Conduct ongoing market research and competitive benchmarking to anticipate market trends, customer needs, and competitive actions.
Develop and deliver customer presentations, training modules, and marketing communication programs to support new business initiatives and product launches.
Collaborate with the DS&S Global Marketing Team to develop and execute market strategies, promotional programs, and trade show participation plans.
Support product positioning and rationalization activities, providing regional market input to global product management and marketing teams.
Promote a culture of innovation within the commercial and technical teams to identify and develop new growth opportunities.
Risks & Opportunities Identification
Proactively identify, assess, and communicate commercial risks and opportunities across the NA and EU customer base and market landscape.
Monitor geopolitical, regulatory, and macroeconomic developments in the NA and EU that may impact customer demand, supply continuity, or competitive positioning.
Develop and maintain a structured risk register for the region, including mitigation plans for key commercial risks such as customer concentration, pricing pressure, and competitive displacement.
Identify and escalate supply, quality, or service risks that could impact customer satisfaction or revenue