Health Care Professional CX Manager

About the Department 

Our 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 Position

The HCP CX Manager will be a critical driver in ensuring the successful execution of brand-level marketing strategy at the channel level. This position will support the orchestration of customer experiences tailored to HCP segments, with a focus on channel coordination, content creation, and marketing execution.

Relationships

Reports to HCP Experience Lead. Collaborates with key external and internal cross-functional teams, including analytics, therapeutic area marketing leads, sales, medical affairs, and channel leads to align marketing tactics with overall brand goals and insights. Works closely with the marketing team to understand and translate brand level strategy into valuable customer experiences. Ensures consistency of brand vision and messaging across all touchpoints.

Essential Functions

• Omnichannel Tactical Plan: Support development of tactical plans to support the omnichannel Pharmacy/HCP branded and TA unbranded market development engagement strategy and customer reach /activation targets across key segments. Ensure alignment of brand positioning, messaging and overall objectives
• Brand Management:  Support the development of the HCP messaging / promotional story based on the defined HCP marketing strategies
• Content Creation: Manage the creation of promotional, engagement and experience programs/materials including any personalization for key customer segments. Ensure content integrates across channels to create a unified brand experience and complies with industry regulations and guidelines
• Content Deployment: Coordinates dissemination of promotional programs and other materials, including coordination with external suppliers and agencies. Ensure quality control of marketing material. Ensure quality control of marketing content in alignment with compliance
• Continued Improvement: Ensure pull-through of ‘test and learn’ principles by consulting with executional teams to drive optimal performance
• Performance Monitoring: Report on key marketing performance indicators (KPIs) to measure the success of consumer experience tactics. Regularly analyze and report on the effectiveness of implemented tactics, making data-driven recommendations for continuous improvement
• Data-Driven Insights and Optimizations: Identify opportunities for improvement within the customer campaigns and engagement. Review and interpret campaign/tactic data to inform adjustments on customer centric campaigns to improve the overall value and customer experience. Utilize data analytics to gain insights into customer behaviors and preferences

Physical Requirements

Approximately 20-30% overnight travel.

Qualifications

• Requires a Bachelor’s degree; Master’s degree in Marketing, Business or related field preferred
• 5+ years of experience, including sales, brand management/marketing experience within the pharmaceutical industry required
• HCP marketing experience in campaign development through promotional asset execution, orchestrating customer experiences, and driving impactful customer experiences is required
• Proven knowledge of the pharmaceutical industry, including medical, regulatory, clinical processes and market dynamics, especially within diabetes preferred
• Proven track record of innovative market tactics/high impact results (based on metrics/ROI)
• Ability to manage complexity and work across competing priorities
• Strong knowledge of HCP engagement channels and regulatory considerations
• Content Planning, Execution, and follow-through skills
• Experience developing marketing content across a variety of channels
• Experience in implementation of personalized marketing tactics
• Data-driven mindset with proficiency in data analytic tools, with the ability to translate insights into actionable marketing strategies to guide customer experiences
• Successful launch experience in a marketing role preferred
• Strong communication and stakeholder management skills, with ability to influence senior leaders and collaborate with cross-functional teams across the organization
• Experience with management of outside agencies
• Excellent team management skills, with the ability to inspire and motivate others

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.

Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.

If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.