Senior Customer Excellence Manager

Are you passionate about enhancing customer experiences in the pharmaceutical industry? We are seeking an innovative Senior Customer Excellence Manager to lead our initiatives and drive exceptional service delivery. In this role, you will collaborate with cross-functional teams, leverage insights to elevate customer satisfaction, and implement best practices that set us apart in the market. If you are a strategic thinker with a proven track record of excellence and a desire to make a meaningful impact, we want to hear from you! The position is based in Istanbul, Türkiye. Apply today and get life changing career!

Your New Role

As Senior Customer Excellence Manager, you will be a cornerstone of the newly established Digital & Customer Excellence Department. You will be responsible for translating our company’s customer-centric and performance-driven vision into reality. You will have a crucial role for enhancing Sales Force Effectiveness (SFE), optimizing customer interactions, building strategic partnerships with stakeholders, and championing data-driven decision-making across the organization. We are looking for a pioneer to design, implement, and lead their team toward delivering the best customer experience in the pharmaceutical industry.

The main responsibilities will be to

• Manage processes for sales territory analysis, target setting and field team optimization
• Continuously review customer segmentation and targeting strategies, providing recommendations to maximize high potential segments.
• Ensure consistent and superior customer experience by optimizing information flow between the field force and central teams
• Facilitate change management process by implementing agile project management principles across departments
• Support the professional development of team members through membership and coaching, reinforcing internal career paths
• Lead or actively participate in Customer Excellence projects outlined in the company’s Digital Transformation roadmap
  
  

It is required to spend at least 1 day per week in the field with stakeholders.

Your New Department

Digital and Customer Excellence (DCE) team in Türkiye is responsible for managing, analysing, and

reporting commercial data and related business systems with providing information and insights to the business units in order to support and excel the strategy, tactics development and execution.

We aim to be the best Commercial Effectiveness department in the global pharma industry, being true business partners and continuously improving our performance while offering our people a challenging

place to work.

Your Skills & Qualifications

You are expected to hold a bachelor’s degree from universities in Business Administration, Engineering, Economics, or other related fields, have excellent command of written and spoken English and Turkish. You’ll bring with you:

• Minimum of 8-10 years of experience in the pharmaceutical industry, with at least 3 years spent in roles such as Team Leadership, Sales Force Effectiveness (SFE) Management, Customer Engagement Management, or Commercial Excellence Management.
• Advanced knowledge and practical experience with CRM Systems (Veeva or Salesforce) and SFE methodologies.
• Proficiency in IMS Flexview, IMS OneKey, and IMS Midas databases.
• Intermediate knowledge and practical experience with SQL Database Management.
• Proficiency in using data visualization tools (PowerBI/Tableau) for reporting and analysis.
• Strong leadership, coaching, and mentoring skills.
• Ability to perform strategic stakeholder management and effective communication across cross-functional teams.
• Analytical thinking, the ability to extract meaning from data, and convert these insights into strategic actions.

Working at Novo Nordisk

Every day we seek the solutions that defeat serious chronic diseases. To do this, we approach our work with an unconventional spirit, a rare determination and a constant curiosity. For over 100 years, this unordinary mindset has seen us build a company unlike any other. One where a collective passion for our purpose, mutual respect and a willingness to go beyond what we know delivers extraordinary results.

What We Offer

There is, of course, more on offer here than the uniqueness of our culture and the extraordinary results we produce. Being part of a global healthcare company means opportunities to learn and develop are all around us, while our benefits are designed with your career and life stage in mind.

Deadline

17 October 2025

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

We’re not your typical healthcare company. In a modern world of quick fixes, we focus on solutions to defeat serious chronic diseases and promote long-term health. Our unordinary mindset is at the heart of everything we do. We seek out new ideas and put people first as we push the boundaries of science, make healthcare more accessible, and treat, prevent, and even cure diseases that affect millions of lives. Because it takes an unordinary approach to drive real, lasting change in health.