Multi-Channel Engagement Manager

Are you passionate about driving omni-channel orchestration and maximizing multi-channel engagement? Do you have experience in developing non-personal or digital channel strategies? We are looking for a Multi-Channel Engagement (MCE) Manager to join our Customer Engagement Unit at Novo Nordisk. If you are ready to make an impact on our business and drive meaningful engagement with our customers, read on and apply today for a life-changing career.
 

About the department
You will join the Customer Engagement Unit at Novo Nordisk who is devoted in building and maintaining relationships with healthcare professionals, institutions, and customers. Their focus involves understanding customer needs, providing educational support, and ensuring the effective delivery of products and services. The unit also collaborates across various departments to align strategies and initiatives, ultimately aiming to enhance customer satisfaction and drive positive health outcomes. 

The position
This role will lead the omni-channel orchestration in the affiliate and optimize the gathering of meaningful Multi-channel engagement to impact business. Essential responsibilities include developing non-personal or digital channel strategy, as well as concentrating on operational implementation. The individual in this role will be in charge of localizing initiatives by understanding APAC and global strategies, and liaising with various regional staff. Additionally, they will engage cross-functional teams to enable valuable touchpoint generation by assessing customer behaviors using Artificial Intelligence.
Other key tasks:

• Coordinate multi-channel engagement for personalized approaches, working with BU directors and the management team to implement MCE initiatives. Drive tactical and judicious activities through cross-functional collaboration within the affiliate, ensuring alignment with business strategy and optimal resource allocation. Lead channel strategy development in alignment with other functions and seek endorsement at the APAC/Region International Operations (IO) level. 
• Develop MCE strategies with the brand, medical, and  Patient Support Program (PSP)  teams embedded in the overall brand and company strategy. Accelerate sales reps' productivity through MCE campaigns, aiming for best practices by using digital tools and promoting mindset change. Enhance strategies by monitoring and applying data collected during digital activities. Collaborate with cross-functional teams to engage key customers with personalized content. Identify and adapt applicable solutions from the consumer industry 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 sales, marketing, medical, patient support, and nurse educator teams. Collaborate with the commercial IT team, APAC International Operations engagement team, and third parties to localize the infrastructure for optimal engagements. Develop training strategies for MCE-related staff and operation specialists to innovate solutions for stakeholders as well as train content specialists.. 
• Execute advanced Global/International Operations (IO) projects in AI and automation, laying the groundwork for future MCE initiatives to boost customer experience and productivity. Collaborate with cross-functional teams to execute initiatives and access results for affiliate-wide implementation. Communicate with the IO team and adapt initiatives with third-party partners. Benchmark consumer industries or other pharmaceutical companies to discover unique approaches to executing projects with IO support. 
• Manage data collection from non-personal channels, design MCE Analytics, Novo Nordisk Pharmaceutical Korea Power BI, and Sales IO dashboard. Collaborate with the BI team for analysis and customer insight generation tools. Pilot a content factory to organize data related to HCP segmentation, targeting, profiling, and behaviors. Collaborate with Novo Nordisk Headquarters for the Hackathon project to automate NNPK and global data lakes for advanced analytics.

Qualifications

• Relevant academic degree within medical or business field.
• Consulting experience or MBA degree is preferred in addition to English proficiency, both written and spoken.  
• 7 years or more in marketing and/or MCE experiences are required.
• Product manager / project manager experience in pharma is strongly preferred.
• People management experience is not a must but will be an added advantage.

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 cover  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 upload your CV to our online career page (click on Apply and follow the instructions).

Internal candidates are requested to inform their line manager when appying. 
 
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 pull  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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