Customer Engagement Manager

Are you interested in building the vision and roadmap of our customer engagement strategy? Are you willing to lead, coach, and develop our team of 3 people? Do you have a sharp mind, attention to detail, business acumen, and the ability to influence business decisions through insightful metrics? Then keep reading!

The position

In a context of portfolio expansion, you will be responsible to define and to execute a strategy to take our customer engagement approach, processes, and performance measurement, to the next level. You will lead and develop your team (2 digital project managers, 1 production & event coordinator) to deliver on operational and business partnering tasks. In more details, your missions will be to:

• Define a clear and articulated strategy for Customer Engagement (digital and multichannel activities, content production support and management, healthcare professional portals, emailing, orchestration, analytics etc.)
• Stay on top of industry trends, market dynamics and competitive landscape to inform and adapt customer engagement strategies.
• Establish and maintain KPIs to measure success of customer engagements / customer engagement strategy.
• Drive the development and optimisation of content production, both printed and digital, as well as supporting event production.
• Drive adoption and use of relevant tools and methodologies in collaboration with our HQs (region/global).
• Collaborate with cross-functional teams (e.g. Sales, Marketing, …)
• Lead and develop the team to deliver on operational and business partnering tasks (coordination of digital activities, evolution of digital platforms, coordination of material development and production (digital and print), development of emailing campaigns etc.)
• Monitor the performance and take/recommend any corrective initiatives needed.
• Be a business partner to Senior Executives and operational teams.
• Develop and manage budget for the team activities.

Qualifications

To be successful in this role, you have:

• A master’s degree, ideally in Engineering, in a Business School or in science
• Already had similar responsibilities linked to digital, customer engagement or multichannel engagement, internally or in consulting (long-term missions). Previous experience in the pharmaceutical industry is not a requirement. You have already been successful in building, implementing, and monitoring impact of a customer engagement strategy.
• Already had a team leadership/large project leadership experience. You enjoy coaching and developing your team.
• Strong strategic and analytical capabilities. You are rigorous, structured, data driven, business-oriented, and can present recommendations in a clear and simple way.
• You are fluent in English. Ideally, you are also fluent in French (oral and written)

About the department

You will join our Customer Engagement and Business Excellence Department composed of 15 people who work in different functions (Frontline Excellence, Market Research & Customer Insights, Customer Engagement, Business Intelligence, Change management, and Project Management). You will report to our Customer Engagement & Business Excellence Senior Director. You will collaborate with various internal (French leadership team, all operational field and non-field teams, stakeholders at global/regional levels) and external stakeholders (External agencies) on a regular basis.

Working at Novo Nordisk

Novo Nordisk is its people. We know that life is anything but linear, and balancing what is important at different stages of our career is never easy. That’s why we make room for diverse life situations, always putting people first. We value our employees for the unique skills they bring to the table, and we work continuously to bring out the best in them. Working at Novo Nordisk is working toward something bigger than ourselves, and it’s a collective effort. Novo Nordisk relies on the joint potential and collaboration of its more than 60,000 employees. Together, we go further. Together, we’re life changing.

Contact

We kindly invite you to apply for this position to exchange with our team if you are interested.

Deadline

The position is to start as soon as possible. We invite you to apply before the 02/06/24.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants. 

At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds, and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.

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