Multi-channel Customer Engagement Manager

Are you passionate about driving meaningful multi-channel engagement? Do you thrive in a cross-functional and collaborative environment? We are looking for a Multi-channel Customer Engagement (MCE) Manager to join our Customer Engagement and Business Intelligence team at Novo Nordisk. If you are ready to make an impact on our business and optimize the gathering of meaningful multi-channel engagement, then read on and apply today for a life-changing career.
 

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, rare diseases, and other serious chronic diseases. Headquartered in Denmark, Novo Nordisk employs over 60,000 people globally and markets its products in more than 170 countries.
As part of a globally successful pharmaceutical business, Novo Nordisk Vietnam is a high-growth affiliate with an exciting growth trajectory and pipeline in new products and therapy areas in the coming years. We proudly live our purpose of improving the lives of patients within the therapy areas our products treat and put both patients and people firmly in the centre of everything we do. At Novo Nordisk Vietnam, the Customer Engagement and Business Intelligence team aims to contribute towards the business results while creating values for the patients. 

The position
This position directly reports to Customer Engagement & Business Intelligence Director. In this role, you will lead the omni-channel orchestration in the affiliate and optimize the gathering of meaningful multi-channel engagement including developing non-personal or digital channel strategy, as well as concentrating on operational implementation to impact business. The main scope of accountabilities includes but is not limited to:

• Organizing multi-channel engagement for personalized approaches, working with related parties to implement multi-channel engagement MCE initiatives. Driving tactical and judicious activities through cross-functional collaboration within the affiliate, ensuring alignment with business strategy, and optimizing resource allocation. Leading channel strategy development in alignment with other functions and seeking endorsement at the regional level.
• Develop MCE strategies with the field force, marketing (brand), and medical teams embedded in the overall brand and company strategy. Accelerate sales productivity through MCE campaigns, leveraging digital tools and promoting mindset change. Enhance strategies by monitoring and applying data collected during digital activities, collaborating with cross-functional teams to engage key customers with personalized content, and adapting consumer industry solutions to maximize customer attraction and engagement through quality, customized content.
• Establish infrastructure to access various stakeholders and enhance customer experience by selecting the right channels and initiatives with field force, marketing, medical, market access, etc. Collaborate with commercial IT and third parties to localize the infrastructure for optimal engagements, and partner with local/regional vendors to develop content.
• Execute advanced local and regional projects in new technologies and automation to lay the groundwork for future MCE initiatives aimed at boosting customer experience and productivity. Collaborate with cross-functional teams to implement initiatives and assess results for affiliate-wide implementation, while also benchmarking consumer industries or other pharmaceutical companies to discover unique approaches to project execution with local and regional support.
• Manage data collection from non-personal channels, develop MCE analytics, and pilot a content factory to organize data related to Healthcare Professionals (HCP) segmentation, targeting, profiling, and behaviors.

Qualifications

• Bachelor’s degree or higher in marketing, MBA or related fields is required. 
• Minimum of 7 years’ experience in marketing or multi-channel engagement (MCE) is required.
• Experience in project or product management in pharmaceutical industry is preferrable.
• Good communication in English in both written and spoken. 
• People management experience is not a must but will be an added advantage.

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       
Please send your CV online (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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