Customer Engagement Lead

1 month ago

Plainsboro, New Jersey, United States Novo Nordisk Full time

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

The Customer Experience Lead will play a crucial role in ensuring the success of our field teams by overseeing field preparedness, sales force execution, launch meetings, training programs, sample distribution, and related initiatives. This position requires a strategic thinker with strong leadership skills and the ability to collaborate effectively across multiple departments to drive results.

Relationships

Reports to the Integrated TA Strategy Lead. Collaborates with sales and market access and policy/advocacy (MAPA) leadership to optimize field force execution strategies and ensure alignment with overall business goals. Leads and motivates the sales force to achieve targets and exceed performance expectations, and monitor and analyze key performance indicators to identify areas for improvement and implement corrective actions as needed. The customer engagement lead has a team of HCP managers reporting to them.

Essential Functions

Field Strategy and Preparedness: Develop and implement strategies to ensure the field team is well-prepared for launch and ongoing sales activities and collaborate with cross-functional teams to gather insights on market trends, competitor activities, and customer feedbackBusiness and Launch Meetings: Oversee, coordinate, and execute successful product launch meetings, ensuring alignment with overall brand/therapy area goals and objectives. Work closely with marketing and sales teams to develop engaging and impactful launch materials and presentationsTraining Programs: Collaborate on the design and implementation of the training programs for the field team, incorporating product knowledge, selling skills, and compliance guidelines. Evaluate training effectiveness and make continuous improvements to enhance team performanceSample Management: Oversee the distribution and tracking of product samples to healthcare professionals, ensuring compliance with regulations and company policies. Collaborate with supply chain and sales teams to optimize sample inventory levelsCustomer Engagement: Lead the engagement strategy for external customers with personal promotion efforts focused on KOLs, Pharmacists, HCPs, Virtual Sales Team, etc. Deliver brand objectives to achieve high ROI of promotional effortsBudget Management: Ensure productive management of the marketing budget to optimize resources, drive effective strategies and ensure budgets remain on track. Evaluates appropriate use of resources to ensure attainment of unit, department and Company profitability goalsPerformance Metrics and Reporting: Establish brand key performance indicators (KPIs). Ensure accurate measurements are being collected and provided to the cross functional teamPeople Development and Coaching: Responsible for setting and communicating clear individualized role expectations for each report based on position, skills, talents, and objectives. Ensure that reporting personnel have strengths-based individual development plans (IDP), with annual goals and measurements that are consistent with the priorities of the business. Provide regular coaching of reports that prioritizes appropriate challenging, development, feedback, regular recognition, and support Physical Requirements Approximately 20-30% overnight travel. Development of People Ensure that reporting personnel have individual development plans (IDP), with annual goals and measurements that are consistent with the priorities of the business, and that interim reviews are held so that their work is focused on those priorities, and they understand their level of accountability for results and the measurement process. Ensure that the IDP forms include completed learning and aspiration plans and are in place for all reporting personnel to enable the achievement of goals and capability to assume increased levels of responsibility. Manage the application and communication of all Novo Nordisk policies, procedures, and Novo Nordisk Way. QualificationsRequires a Bachelor's degree; advanced degree preferred12+ years of experience, including demonstrated history in a field engagement or sales operations role within the pharmaceutical industryExtensive experience in pharmaceutical industry/life science brand marketing strategy and planning; experience within specified therapy areaStrong understanding of field force dynamics, product launches, and sales execution strategiesExcellent organizational and project management skillsStrong collaboration and communication skills to work effectively with cross-functional teamsEmbodies leadership behaviors, including authenticity, servant leadership, will, empathy, decisiveness, a growth mindset, and driving focus and simplicityExpertise in regulatory guidelines related to sample distribution and field engagementStrategic Planning, Execution and follow-through skillsPeople management experience required, with a proven track record of development and coaching 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 is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations. If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at This contact is for accommodation requests only and cannot be used to inquire about the status of applications.

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