Senior Customer Excellence Manager

6 months ago

Riyadh, Saudi Arabia Novo Nordisk Full time

Senior Customer Excellence Manager

**Category**:Commercial Marketing**Location**:Riyadh, Riyadh, SA-
**The Position**
- As a Senior Customer Excellence Manager, you will drive customer Engagement Excellence by developing a customer engagement strategy that improves customer experience. Moreover, you will be leading the patient journey strategy and solutions to ensure best-in-class customer services in collaboration with medical, Patient Support Program (PSP), marketing, and Digital Data & IT (DDIT) teams.- Your main accountabilities will include:
- You will develop and lead customer engagement strategies to ensure customer centricity and optimize content, channel mix, and customer journey sequencing
- You will drive customer insights and capturing voice of customer through market research and external engagements to improve customer experience and patient journeys
- You will develop & lead patient engagement strategy, ensure best-in-class patient experience and support solutions, understanding patient needs across the journey and facilitates an ecosystem of touchpoints for patients looking for help across therapy areas.
- You will develop digital health solutions strategy & roadmap to the new commercial challenges and engagement models
- You will orchestrate the creation and roll-out of digital marketing projects, Social Media activation, enabling new digital channels and evolving existing ones

**Qualifications**
- As a Senior Customer Excellence Manager, you need to be able to demonstrate expertise in marketing strategy, digital channels, market dynamics analysis, and data-driven insights creation. In addition, you need to have a solid knowledge of customer journeys, patient support solutions, omnichannel strategies, social media, as well as people management.- To be successful in this role:
- Bachelor’s degree in business, Science, life sciences, or a similar field; Master’s degree in marketing or digital marketing is a plus.
- Minimum 10 years of experience in digital marketing & commercial experience within a multinational organization in the pharmaceutical industry
- People Management experience is highly preferable
- Experience with customer services, digital health, and patient support solutions
- Strong understanding of market research and social media listening
- Fluent level of English in reading, writing, and speaking

**About the Department**
- The Saudi Customer Engagement & Projects department is a high-performing and highly ambitious team, leading transformation initiatives and striving for excellence across the organization. The department consists of experts on Multi-Channel Customer Engagement, Customer Engagement platforms, Front-line Excellence, and business analytics. As a Customer Excellence Sr. Manager, you will play an integral role in collaborating within the team as well as orchestrating across multiple stakeholders in Business Units, Medical, Market Access, and DD&IT, allowing digital transformation and enabling customer excellence.**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 to manufacturing, marketing, and sales - we’re all working to move the needle on patient care.**Contact**Deadline**- 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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