Integrated Customer Engagement Operations Lead

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 purpose of the Integrated Customer Engagement Lead is to develop and implement a comprehensive engagement strategy that aligns with the commercial organization's needs, integrating Field Systems, Conventions and HCP Engagement/Peer to Peer initiatives to ensure seamless customer experiences. This role will be responsible for setting clear customer engagement goals, providing guidance to direct reports, and supporting team development to drive continuous improvement and innovation. The Lead is responsible for overseeing budgets across these channels, identifying cost-saving opportunities, and maintaining strong relationships with key stakeholders across the organization to foster collaboration across Therapeutic Areas, Brands and Sales, as well as other teams across the enterprise that utilize these channels.
Relationships
The role of Integrated Customer Engagement Lead reports directly into the Head of Customer Experience & Marketing Enablement. This role will regularly interface with direct reports, including Field Systems and Projects Lead, Conventions Lead and HCP Engagement Lead. Additionally, this role will interface with all other teams across Customer Experience & Marketing Enablement, including Omnichannel Engagement, Experience Operations, Marketing Operations, Experience Intelligence and Strategic Support & Execution. Outside of Customer Experience & Marketing Enablement, the Integrated Customer Engagement Lead will interface with brand and TA teams, as well as others across the organization (including finance, CMR, MAPA).
Essential Functions

• Strategic Planning & Vision: Develop and implement a comprehensive integrated customer engagement strategy in alignment with the needs of the enterprise (inclusive of Therapeutic Area/Brand teams, Sales, MAPA, CMR and other functions). Ensure seamless integration of various customer engagement channels, including field systems, conventions, and HCP speaker engagements. Responsible for capability and technology roadmap aligned to organizational strategies to deliver integrated, best in class capabilities for customers and field teams
• Field Systems & Projects: Oversee and advise on the development of Field Systems strategies relating to all platforms (Veeva CRM and Field BI), ensuring alignment to Field Sales priorities and broader enterprise objectives across
• Conventions: Oversee and advise on the development of convention strategies, supporting the Conventions Lead to drive strategic engagement and alignment across the enterprise
• HCP Engagement: Oversee and advise on the development of Peer to Peer HCP engagement strategies, inclusive of speaker engagement, supporting technologies and overall HCP relations
• Leadership & Team Management: Set clear goals and expectations, provide regular feedback and guidance, and support professional growth and development to drive continuous improvement and innovation within the field systems, conventions and events, and HCP engagement and speaker program teams, aligning their efforts with business objectives and customer experience (CX) goals
• Resource Allocation & Budget Management: Responsible for the continuous management and oversight of the Integrated Customer Experience budget, including vendors and suppliers, ensuring that expenditures remain within target levels. Identify opportunities for cost savings and efficiency improvements
• Stakeholder Engagement & Collaboration: Build and maintain strong relationships with key stakeholders across the organization, including marketing, sales, compliance, IT, medical affairs, and senior leadership to ensure alignment and support for customer engagement initiatives. Foster strong relationships and facilitate effective communication across teams to drive collaboration. Participate in leadership team meetings to drive business results, uphold the company culture, and secure cross-functional partnerships. Manage relationships with relevant Key suppliers/vendors. Partner with Omnichannel Engagement teams to ensure integration of field, convention and peer to peer channels across customer experiences
• Compliance & Best Practices: Collaborates with various teams to meet legal and compliance standards and to ensure all customer engagement activities comply with relevant regulations and industry standards. Maintains a strong understanding of HCP engagement to implement best practices across teams to maintain high ethical and professional standards in all interactions with HCPs
• Performance Measurement & Optimization: Establish key performance indicators (KPIs) to measure the success and impact of customer engagement initiatives. Analyze data to identify trends, measure success, and optimize strategies. Monitor and analyze performance data, providing regular reports and insights to senior leadership
• Continuous Improvement & Innovation: Stay informed about industry trends, emerging technologies, and best practices in customer engagement. Identify opportunities and coordinate improvement projects to integrate innovative approaches into engagement strategies and tactics across field, conventions, and speaker programs to maintain a competitive edge and accelerate business objectives while delivering operational efficiencies and CX goals. Ensure that the team's efforts are focused on high-impact activities that drive business results and operational efficiencies

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.
Qualifications

• Requires a Bachelor's degree; Master's degree in Business, Marketing, Communications or a related field preferred. Advanced degree preferred
• 13+ years of experience including progressively responsible experience within sales, brand management/marketing experience within the pharmaceutical industry required
• Experience with the management of pharma conventions, HCP speaker engagement and/or field systems preferred
• Proven knowledge of the pharmaceutical industry, including medical, regulatory, clinical processes and market dynamics
• HCP and Patient tactical experience planning and driving impactful customer experiences is required
• Proven success in developing strategy through expert understanding of market and industry
• Ability to manage complexity, including the leadership of work across competing priorities
• Strong strategic thinking and analytical skills, with the ability to translate insights into actionable marketing strategies to guide customer experiences
• Strong understanding of regulatory, compliance, and ethical considerations in engaging with healthcare providers
• Proven track record of innovative market tactics/high impact results (based on metrics/ROI)
• Outstanding planning and organizational skills with exceptionally high attention to quality of detail and proven track record of results and follow up
• Excellent communication and stakeholder management skills, with ability to influence senior leaders and collaborate with cross-functional teams across the organization
• Embodies leadership behaviors, including authenticity, servant leadership, will, empathy, decisiveness, and driving focus and simplicity
• Excellent leadership and team management skills, with the ability to inspire and motivate others
• People 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.