Customer Engagement Manager

Customer Engagement Manager (Omnichannel Lead – Non-Visited HCPs) 
São Paulo/SP, Brazil 

Imagine orchestrating digital experiences that connect life-changing treatments with thousands of healthcare professionals who need them. This isn't just campaign management – it's architecting intelligent customer journeys that translate data into meaningful engagement, driving measurable impact for patients while pushing the boundaries of omnichannel innovation in healthcare. 

Your new role  

As Customer Engagement Manager/Omnichannel Lead, you'll define and execute engagement strategies for non-visited healthcare professionals, translating brand strategy into impactful touchpoints across channels. You'll own activation execution quality, cross-functional orchestration, and performance optimization to drive measurable business results in a compliant way. 

Your responsibilities will include: 

• Analyzing engagement and behavioral data to generate proper customer segmentation and develop automated customer journeys that orchestrate content, channels, and campaigns across internal and external stakeholders 

• Establishing reporting frameworks to track and optimize performance using engagement KPIs (OR, CTR, CTOR, journey performance) to enhance customer engagement and experience 

• Translating data into actionable insights and recommendations, conducting regular cross-functional performance reviews and A/B tests to refine creative, timing, and channel mix for improved results 

• Owning and evolving the HCP Portal (medical portal), including content strategy, governance, and performance management 

• Managing agencies, vendors, budgets, POs, and contracts while ensuring legal compliance with industry regulations and company standards 

• Leveraging advanced analytics and AI tools to optimize campaigns and journeys, driving innovation in channels and platforms 

Your new department  

In Product & Portfolio Strategy we drive commercial strategy, medical affairs and business development across all therapy areas. We act as a connector and compass, guiding the new Novo Nordisk portfolio for sustained competitiveness. 

Within this dynamic environment, you'll work at the intersection of brand strategy and customer activation, collaborating with cross-functional teams to ensure our omnichannel engagement strategies reach healthcare professionals effectively. Your work will directly influence how thousands of HCPs access critical information about treatments that change patients' lives, making you a vital link in our mission to defeat serious chronic diseases. 

Your skills & qualifications 

• We're looking for an experienced omnichannel strategist who thrives on turning data into meaningful customer experiences. You should bring: 

• A Bachelor's degree in Marketing, Business Administration, or a related field in consumer engagement (Master's degree preferred) 

• 10+ years of experience in Digital, Marketing, or multichannel/omnichannel, with at least 3-5 years specifically in omnichannel engagement, MarTech, or digital marketing 

• In-depth knowledge of digital marketing tools, platforms, and trends, with full-funnel activation understanding and the ability to translate brand strategy into customer activation plans 

• Strong analytical capabilities – you're comfortable working with performance metrics and using data to drive recommendations and improvements (e.g., engagement, conversion/response, journey/channel effectiveness) 

• High level of stakeholder management and influence, with experience as a people manager (direct or indirect) 

• Creative problem-solving skills and exceptional ability to craft compelling narratives and communicate insights effectively to stakeholders 

• Fluency in both English and Portuguese 

Working at Novo Nordisk