Customer Excellence Manager

Are you passionate about delivering exceptional customer experiences? Do you thrive in a fast-paced and collaborative environment? We are looking for a Customer Excellence Manager to join our Diabetes Business Strategy & Operations team at Novo Nordisk. If you are ready to make a difference and drive excellence in customer service, read on and apply today for a life-changing career.
Novo Nordisk has been globally recognized as the Best Place to Work, topping the ranks for two consecutive years in 2022 and 2023. It is an exciting time to join Novo Nordisk and be part of a dynamic company in an even more dynamic industry, helping us achieve our aspirations to establish a global presence in the industry.

About the department
Novo Nordisk is a global healthcare company with 100 years of innovation in diabetes care. This heritage has given us experience and capabilities that also enable us to help people defeat obesity, haemophilia, growth disorders and other serious chronic diseases. Headquartered in Denmark, Novo Nordisk employs over 55,000 people in 80 countries, and markets its products in more than 170 countries.
You will join the Diabetes Business Strategy & Operations team. This team works within the diabetes business unit and works closely with management teams and within Finance, Sales Promotion, DD&IT (Digital, Data, and IT), Legal & Compliance, People & Organization, and more. It is a great team with a good mix of employees with different nationalities, educational backgrounds and experience.
 
The position
As our Customer Excellence Manager, you will drive the development and execution of business unit strategies through data exploration, analysis, and effective communication of ideas. You will also be expected to drive key processes and better investment, as well as successful product launches in the future. You are also expected to drive sales force effectiveness (SFE) such as targeting & segmentation, territory alignment, sales target setting, frontline incentives, etc. In addition, you will measure health of strategy and tactics of the business unit by providing key data-based evidence with speed and accuracy. The title of the role prides itself not only on its focus on sales but also on aligning with Novo Nordisk's patient-centric mindset.

Duties include, but are not limited to:

• Analyse latest business situation by utilising and integrating all available data (inhouse/primary/secondary), generate customer insight, and provide recommendation to business strategy and tactics.
• Through competitor analysis, detect potential threats, and propose counter actions and provide ad-hoc analysis reports for brand teams to establish logical plans such as Brand Plan/POA (Plan of Action).
• Enhance internal analytic capability, gather information, purchase data, consider and implement software/system/process.
• Provide input, feedback, and assistance to projects, initiatives, and activities driven by business units and support change management in business units to realise speedy adaption to changing business situation.
• Manage cross-functional projects as required by the business, hold agencies and other suppliers accountable for delivery. Provide resources to cross-functional projects, initiatives, and activities as needed.

 
Qualifications

• Minimum bachelor’s degree in business administration, Marketing, Life Sciences, or other relevant field. Master’s degree in business is preferred with training in different disciplines related to sales, marketing, and/or analytics.
• Minimum 3 years of commercial experience in the related industry (pharmaceutical/healthcare, consumer goods or other regulated industries) is required with a successful track record of: sales force effectiveness (targeting, segmentation, sales target setting, sales incentives, etc.), business analysis, forecasting, working knowledge of contracts, contract negotiations, and vendor management.
• Strong critical thinking mindset, technical IT tool utilisation and understanding of local pharmaceutical/healthcare data.
• Demonstrate ability to constructively question assumptions and directly influence others in a respectful manner.
• Assertive with excellent verbal, written and social communication skills with the ability to customize content, delivery, and design for specific audiences in fluent Japanese and English.
   

Working at Novo Nordisk
We are a proud life-science company, and life is our reason to exist. We’re inspired by life in all its forms and shapes, ups and downs, opportunities. For employees at Novo Nordisk, life means many things – from the building blocks of life that form the basis of ground-breaking scientific research, to our rich personal lives that motivate and energise us to perform our best at work. Ultimately, life is why we’re all here - to ensure that people can live a life of chronic disease.

Contact
Upload your CV to our online career page (click on Apply and follow the instructions).
 

Deadline
Until the completion of recruitment.
Applications will be screened on an ongoing basis, so you are encouraged to apply as soon as possible.

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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