Customer Engagement Director

Are you passionate about driving commercial effectiveness? Do you have a knack for leading complex projects and teams? We are looking for a Customer Engagement Director to join our team and help us achieve our goals through empowered orchestration and data analytics. Read more and apply today for a life-changing career.

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

Customer Engagement unit in Novo Nordisk has established in 2021. Since then, CE unit became a CENTER of EXCELLENCE in partnering with Commercial units, Medical units and others in line with accelerating Future Frontline Customer Engagement by enabling empowered orchestration and multi-channel implementation for both personal and digital based on the data analytics. Moreover, CE unit leveled up commercial excellence to catalyze frontline acceleration by leading innovation and new way of working. This position takes responsibility for the development and execution of Customer Engagement strategy by leading the Customer Engagement (CE) department. The CE department consists of Commercial Excellence, Business Intelligence, and Multi-channel Engagement teams with 4 direct and indirect reports. The person in this position reports to the General Manager (GM) of Novo Nordisk Korea as part of the Leadership Team. 

Commercial Effectiveness

• Drive effectiveness in commercial by CRM system, territory planning, segmentation & targeting and sales incentive planning and execution.
• Lead utilizing CRM system with IO engage, customer 360 and salesforce data. Connect the intertwine the data for better KPI setting and insight finding.
• Lead and suggest optimal territory planning based on current and future resources. Plan the best segmentation and targeting for commercial excellence for sales / marking activities for both personal and digital.
• In charge of sales incentive planning in various situation for business units to motivate frontlines regardless of positive / negative environment.
• Lead key performance index with commercial team to pursue excellence.

Business Intelligence

• To provide data-based insights to end business decision makers to help develop business intelligence, optimize effectiveness and/or predict business outcomes.
• To analyze data to support the process enabling through the identification, analysis and interpretation of trends or patterns and prepare ongoing reports and data visualizations.
• Develop dashboards and visualization planning with leadership and headquarters for consistency in business driven goals.
• Work on the automation and connection with data servers with headquarters and build  customer data platform for optimal use for future.
• Setting goals for uplifting models / marketing mix modeling for frontline usage to be apply for current activities and provide insight for future tactics.

Multi-Channel Engagement

• Integrate, automate and execute MCE ecosystem for tailored and customized experience for individual customers.
• Plan and execute MCE strategies for all the BUs for optimal return of engagements.
• Lead platform selection and development for non-personal / digital customer experience.
• Work on the MCE segmentation and targeting with BUs and develop model with best customer engagement.
• Develop content factory to be used for individual customer experience.
• Set up goals and lead projects to support frontline for sales acceleration, such as automated tool for group presentation / webinar, salesforce suggestion, etc.
• To establish and grow customer relationships across all channels, developing loyalty programs, and ensure better customer experience in addition to face to face activities.

People Development

• To strategize directions in operational / executional levels with responsibility and prioritizing to employees
• Develop talent and future leaders for Novo Nordisk Korea

Qualifications

• Bachelor’s degree in business/management or a related field. Advanced degree preferred.
• Minimum 10-15 years of relevant CE experience.
• Proven expertise in CE processes and strategies and people development/management.
• Experience in leading complex projects and teams.
• Demonstrated ability to solve unique and complex problems.
• Strong stakeholders management and mentoring skills.

Working at Novo Nordisk
At Novo Nordisk, we don’t wait for change. We drive it. We’re a dynamic company in an even more dynamic industry, and we know that what got us to where we are today is not necessarily what will make us successful in the future. We embrace the spirit of experimentation, striving for excellence without fixating on perfection. We never shy away from opportunities to develop, we seize them. From research and development, through to manufacturing, marketing and sales – we’re all working to move the needle on patient care.

Contact

Kindly 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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