Customer Engagement Manager
São Paulo, São Paulo, BR
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Customer Engagement Manager
Customer Engagement / Digital / Omnichannel
Based in: São Paulo, Brazil
Lead the evolution of digital healthcare engagement and shape how physicians connect with life-changing treatments across Brazil.
Your new role
As Customer Engagement Manager, you'll orchestrate how we engage Healthcare Professionals across all digital touchpoints—from our HCP Portal to CRM journeys to emerging channels like WhatsApp. You'll be the architect of physician engagement strategies that combine cutting-edge technology with deep understanding of what healthcare providers need.
Day-to-day your responsibilities will include:
- Defining and executing comprehensive HCP engagement and omnichannel strategies that deliver measurable impact on physician relationships and patient outcomes
- Owning and evolving our HCP Portal as the central medical content hub—from content strategy and governance to performance optimization
- Leading HCP-facing digital channels including CRM campaigns (email, WhatsApp, automated journeys) and closed digital environments for physicians
- Orchestrating seamless content, channel, and campaign experiences across brand, medical, and commercial stakeholders
- Managing agency partners, vendors, budgets, and contracts to deliver best-in-class engagement programs
- Ensuring full compliance with local and global pharmaceutical regulations across all digital touchpoints
- Tracking and optimizing performance using engagement KPIs (open rates, CTR, CTOR, journey performance) and translating data into actionable insights
- Driving innovation in customer engagement by integrating AI tools, predictive analytics, and agile methodologies to stay ahead of market changes
Your new department
From Customer Engagement, we work very closely with cross‑functional teams such as Marketing, Medical, Sales, and Omnichannel, using a combination of customer insights, data, and field learnings to identify opportunities to enhance how we engage with healthcare professionals.
The focus of the team is not only on analysis, but on translating insights into clear, actionable recommendations, testing new engagement approaches, and supporting teams in embedding successful solutions into the way we operate.
It’s a dynamic, collaborative environment where curiosity, critical thinking, and a strong customer‑centric mindset are highly valued
Your skills & qualifications
We're looking for a strategic, data-driven marketer who thrives in the complexity of omnichannel orchestration and has a passion for healthcare innovation. You'll bring with you:
- Minimum 5 years of experience in digital marketing or multichannel/omnichannel campaigns, with at least 3 years specifically in omnichannel engagement or digital marketing roles
- Proven track record of creating, orchestrating, measuring, and optimizing successful omnichannel campaigns from end to end—translating insights into recommendations that drive business results
- Strong expertise in HCP engagement strategies, CRM platforms, marketing automation, journey orchestration, and digital analytics tools
- Experience managing cross-functional stakeholders and agency partners in complex, regulated environments—with demonstrated ability to influence without direct authority
- Deep analytical capabilities with proficiency in engagement KPIs (OR, CTR, CTOR) and ROI-focused mindset to ensure all activities contribute to measurable business growth
- Bachelor's degree in Digital Marketing, Business Administration, or related field (Master's degree preferred)
- Excellent communication and storytelling skills with ability to craft compelling narratives for diverse audiences
- Strategic thinking combined with creative problem-solving—you see challenges as opportunities for innovation
- Fluency in Portuguese and English; Spanish is a plus
Nice to have:
- Experience in Consumer Goods, e-commerce, or digital-first brands (e.g., iFood, Rappi, Nespresso, Sephora, Shopee, Invisalign) or at leading digital/omnichannel agencies
- Knowledge of pharmaceutical industry regulations and compliance frameworks
- Familiarity with AI-driven marketing tools and predictive analytics platforms
Working at Novo Nordisk
Every day we seek the solutions that defeat serious chronic diseases. To do this, we approach our work with determination, constant curiosity and a commitment to finding better ways forward. For over 100 years, this dedication has driven us to build a company focused on lasting change for long-term health. One where diverse thinking, shared purpose and mutual respect come together to create extraordinary results. When you join us, you're not just starting a job – you're becoming part of a story that spans generations.
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.
More Information
For more information, visit novonordisk.com, Facebook, Instagram, X, LinkedIn and YouTube.
To complete your application, click on “Apply now”, attach your CV and follow the instructions.
Deadline
16 April 2026. Applications are reviewed on an ongoing basis.