Manager - Next Generation Customer Engagement
Novo Nordisk
- Plainsboro, NJ
- Permanent
- Full-time
Accept ClosePress Tab to Move to Skip to Content LinkSearch by KeywordSearch by LocationLoading...Category×Select how often (in days) to receive an alert:×Select how often (in days) to receive an alert:Manager - Next Generation Customer EngagementFacility: Commercial MarketingLocation:Plainsboro, NJ, USAbout the DepartmentOur Commercial Strategy and Marketing group creates and delivers human-centered experiences, where innovation meets customer-centricity, driving the ultimate experience for our patients. Our focus extends beyond transactions to craft experiences as one fully integrated, aligned and connected organization that puts empathy at the center, powered by insight and foresight.We develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers. We leverage data and insights to inform our decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviors. Our 'test and learn' mindset and approach enables us to iterate rapidly and refine our strategies based on real-world results.We are building an intentional team culture that is made up of diverse skillsets, united by the shared belief that reinvention and learning is what fuels continuous growth. Do you get excited about exploring the unknown? Does the idea of driving value through human-centered design pull you in? Are you ready to experiment with us? The PositionThe Manager, NextGen Customer Engagement will support Novo Nordisk's strong commitment to its customers by managing and deploying customer engagement capabilities aiming to deliver optimal and integrated customer experiences informed by data-driven insights that yield measurable business outcomes and competitive advantage.This role will be responsible for agile execution and support of new capabilities, platforms, and systems within Novo Nordisk in partnership with internal stakeholders and external vendors. Specifically, this role will develop and update business requirements, implement content tagging & taxonomy, perform user acceptance testing, and other capability deployment efforts in support of NextGen Customer Engagement, such as Next Best Action.The role will partner across Customer Experience & Marketing Enablement functions (Omnichannel Engagement, Field Systems, Marketing Operations) and other NNI functions (Marketing, Advanced Analytics, IT) to execute projects and capability enhancements.RelationshipsReports to the Director, NextGen Customer Engagement. Provides direct support to Omnichannel Engagement Sub-functions (HCP/Consumer Activation, Paid Media, and CX Operations). Interacts with multiple Novo Nordisk's internal functions such as Marketing, Field Execution, Field Systems, Advanced Analytics, IT, Legal, Regulatory, as well as external vendors.Essential Functions
- Enable the NextGen customer engagement capabilities through execution of new features, enhancements and processes aligned to the roadmap
- Own end-to-end development and maintenance of business requirements, support user acceptance testing, and document processes aligned to the needs of customers (HCPs, Patients, Health Systems) and stakeholders (Omnichannel Engagement, Marketing, Field Force)
- Collaborate with internal stakeholders to gather and document business requirements to deliver on solutions that bring value, optimize customer experiences, and generate incremental business impact
- Ensure that appropriate customer engagement capabilities are assessed and tested based on the agreed business requirements
- Collaborate with Advanced Analytics to define and track measure of success
- Collaborate with Employee Experience to execute change management activities
- Practice agile ways of working to identify new capabilities and deploys pilots/proof-of-concepts to assess feasibility, viability, and stability of the new capabilities
- Demonstrate a foundational knowledge of marketing, digital, data and technical disciplines; use high level of technical understanding to interpret technical issues for the business
- Demonstrate the ability to think critically, challenge conventional thinking, and generate and apply unique business insight to create competitive advantage for the organization
- Proactively track, manage, and be accountable for timelines and deliverables, such as Next Best Action capability expansion and operations
- Demonstrate the ability to solve problems and be resourceful
- A bachelor's degree in marketing, digital, science related major required
- Minimum 5 years' experience with design thinking, digital marketing, commercial operations, consulting and/or other related roles required
- Strong market/customer centric vision and understanding of the pharmaceutical industry or related healthcare business models
- History enabling new capabilities (i.e., digital, AI/ML) deployment and agile ways of working to test and learn prior to scaling
- Ability to evaluate new solutions and capabilities aligned to NNI business objectives, commercial strategy and customer needs to create efficiencies or a competitive advantage
- Strong Microsoft Office suite abilities
- Prefers experience developing complex business cases
- Requires a self-starter, proactive, highly organized, efficient, and capable of facilitating meetings and driving decisions and actions
- Leverage data and insights to inform decisions, ensuring strategies are rooted in deep understanding of customer needs and behaviors
- Strong project management, problem solving and analytical thinking skills
- Requires experience of digital, data or other technology quality deployment ; agile ways of working preferred
- Desired candidate has knowledge of standard customer experience and omnichannel platforms, support systems, processes, architectures, integrated dependencies, AI-ML related solutions, etc.
- Proven ability to interact with colleagues from various departments, positions, and knowledge levels