Job Description

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Senior Manager, Digital Customer Experience

Category: Marketing and Market Access

Location:

Singapore, Singapore, SG

Are you a visionary and impact-oriented customer experience (CX) leader? Do you get excited about the transformative opportunities of digital engagement, and driving exceptional customer experience? Are your commercial, communication and collaboration skills your superpowers to inspire change and true customer centricity? Do you aspire to work for a fast-growing, inclusive and sustainability-minded company dedicated to driving change in serious chronic diseases? If so, then you might be our new Senior Manager, Digital Customer Experience for Business Area South-East Asia (BASEA). Apply now!

About the department
Novo Nordisk is a world-leading pharmaceutical healthcare company headquartered in Denmark, and proudly celebrating a 100-year anniversary in 2023. The company develops lifesaving innovations for people living with diabetes, obesity and other serious chronic diseases.

Novo Nordisk BASEA is headquartered in Singapore. The BASEA team is focused on working together to drive change across 11 countries, covering more than 700 employees and five key affiliates. Novo Nordisk BASEA is a dynamic and diverse place to work, where we put patients and people first in our business. We are proud of our inclusive culture, ambitious in pursuit of our goals, and truly excited about the growth potential in South-East Asia.

The Senior Manager, Digital Customer Experience position sits within the Commercial Affairs & Strategy Team. This role will report to the Senior Director of Commercial Affairs & Strategy.

Novo Nordisk Singapore has been consistently recognized as the employer of choice in Singapore for two consecutive years - Best Places to Work for 2021 and Best Places to Work & Best Places to Work for Women for 2022.

The position
As Senior Manager, Digital Customer Experience, BASEA, you will spearhead the transformation of our digital engagement to drive superior customer experience across BASEA. This is an exciting role with broad scope for a driven and visionary CX leader to make significant impact across a dynamic and diverse part of the world. We are looking for a candidate who will show a strong willingness to roll up their sleeves and work closely with our affiliate teams to ensure impact and quality outcomes at the ground level.

Responsibilities include:

• Develop strategy and roadmap: Manage the development of the BASEA Orchestrated Customer Engagement (OCE) strategic plan in partnership with affiliate cross-functional brand teams, including relevant tactics both across BASEA and specific local initiatives. Develop customer journeys in partnership with the cross functions to deliver the right message, through the right channel, to the right customer, at the right time.
• Market analysis and KPIs: Strong external orientation to ensure deep understanding of the market and competitive landscape evolution, analyzing and optimizing existing channel performance, identifying new channels/capabilities/technologies, setting and tracking appropriate metrics to measure success.
• Internal mindset and competencies: Drive internal belief, behavioral change, and adoption through the promotion of a customer-centric culture, ultimately enhancing customer engagement and loyalty. Support capability transformation to move from multichannel customer engagement (MCE) to OCE.
• Cross-functional collaboration: Work in close partnership with Marketing, Digital, Data & IT (DDIT), Commercial Excellence (CE), Business Intelligence (BI), Sales, Communications, Clinical Development, Medical & Regulatory Affairs (CMR), Market Access Public Affairs (MAPA), Legal & Compliance (L&C).

Qualifications

• You have a minimum bachelor\'s degree in Business, Marketing or similar.
• Hybrid qualifications of commercial/business acumen and analytical/technical skills are preferred, with minimum 5 years of experience in the healthcare/pharmaceutical industry.
• More than 2 years of country/local level marketing, sales and/or CE experience, with relevant experience in Customer Relationship Management (CRM) systems, data management and digital platforms is preferred.
• You have a good track record in collaborating with multiple stakeholders across functions as well as excellent project management, analytical and communication skills. You are a curious, self-led and creative problem solver, motivated to drive transformation across teams and passionate about excellent customer experience.
• Fluent in both written and spoken English is a must.

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

Deadline
20 October 2023

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