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Omnichannel Customer Experience Strategist

2 months ago

Plainsboro, New Jersey, United States Novo Nordisk Full time
About the Role

Job Summary

The Omnichannel Customer Experience Strategist will be responsible for developing and implementing a comprehensive strategy for designing and orchestrating Therapeutic Area (TA) specific customer experience activation and channel strategies across Paid, Earned, and Owned digital properties, mass marketing channels, peer to peer, conventions and field CRM channels.

This role will ensure all TA-specific customer experience strategies, related activities, and tactics are aligned with the strategic goals of the commercial organization.

Key Responsibilities
  • Customer Engagement Design & Optimization
    • Develop customer experience activation plans across Paid, Earned, and Owned digital properties, mass marketing channels, peer to peer, conventions and field CRM channels, ensuring a seamless and engaging experience for customers.
    • Analyze campaign and channel results for optimization and implement data-driven insights to personalize interactions at each stage of the customer journey.
  • Customer Experience Activation
    • Responsible for TA-specific Customer Experience Activation strategies including feedback mechanisms, journey activation mapping, and lifecycle marketing.
    • Initiate and lead cross-functional projects to enhance customer experiences (CX) and integrate into Omnichannel capabilities across various customer segments.
  • Customer Engagement Mapping and Test Planning Oversight
    • Oversee the comprehensive customer journey tactical activation mapping exercises to identify the most effective Paid, Earned, and Owned digital properties, mass marketing channels, peer to peer, conventions and field CRM channels.
    • Collaborate with cross-functional teams, including brand and Experience Intelligence, to gather insights into customer behaviors, preferences, pain points, and expectations at each digital, mass, and in person touchpoint.
  • Personalization Strategy Development & Optimization
    • Utilize customer data and segmentation techniques to develop personalized customer engagement strategies tailored to different segments and personas.
    • Collaborate with Experience Intelligence and Experience Operations to leverage advanced analytics and machine learning algorithms for customer segmentation and predictive modeling.
  • Strategy Execution
    • Oversee the design and development of TA-specific customer enablement strategies (i.e., tactical experience maps inclusive of digital, mass, and in person channels) leveraging best practices and technologies.
    • Champion and monitor the outcomes of the Omnichannel and Marketing plans ensuring alignment with expected outcomes and ROI.
  • Leadership & Team Management
    • Lead and develop a team of Orchestration TA leads, Strategists, and specialists in the creation of Customer Engagement strategies.
    • Set clear goals and expectations, provide regular guidance, feedback and support professional growth and development to drive continuous improvement and innovation within the team.
  • Financial Oversight
    • Manage the financial aspects of digital campaign execution ensuring Marketing investments are consistent with ROI and performance metrics.
    • Oversee Key supplier relationships for digital initiatives including budget and performance management.
  • Stakeholder Engagement & Collaboration
    • Develop relationships with internal departments and external suppliers to ensure successful execution of strategy.
    • Partner with the following teams:
      • Experience Intelligence and Commercial Insights & Analytics to develop customer engagement metrics
      • Experience Operations and Integrated Customer Engagement teams to develop the business requirements for capabilities and technologies required for current and future customer engagement strategies
      • Partner with Commercial Excellence to leverage macro customer journey insights to support the development of tactical plans
      • Partner with Experience Operations and Integrated Customer Engagement to drive omnichannel capability adoption and integration across TAs
  • Compliance and Best Practices
    • Maintain a strong understanding of omnichannel best practices, digital spaces, Marketing and Regulatory/Legal aspects to ensure compliance with legal, quality and industry standards for customer engagement and data use.
    • Work closely with the Privacy Team to align programs with privacy laws.
Requirements
  • Education
    • A Bachelor's degree or equivalent experience is preferred with a concentration in Business, Marketing, or a related field.
  • Experience
    • 12+ years of experience including progressively responsible experience within sales, brand management/marketing experience within the pharmaceutical or other related industry required.
  • Skills
    • Exceptional Marketing experience in campaign development through customer experience orchestration, promotional asset execution, and driving impactful customer experiences is required.
    • Extensive experience working across Digital Marketing and technology spaces with fluency across Paid, Earned and Owned channels.
    • Demonstrated ability to successfully develop, implement and deliver customer experience (CX) solutions in a complex, dynamic environment.
    • Excellent strategic planning skills including the ability to translate strategy into tactics and operationalize for execution.
    • Experience in customer tactical experience planning and driving impactful customer experiences is required.
    • Experience in implementation of personalized marketing strategies.
    • Proven knowledge of the pharmaceutical industry, or Life Sciences, including Medical, Regulatory, and Clinical processes and market dynamics.
    • HCP and Patient tactical experience planning and driving impactful customer experiences is required.
    • Ability to manage complexity including the leadership of work across competing priorities and multiple teams.
    • Strong strategic thinking and analytical skills including a data-driven mindset with the ability to translate insights into actionable marketing strategies to guide customer experience.
    • Strong understanding of Regulatory, Compliance and ethical considerations when engaging customer segments.
    • Proven track record of innovative CX tactics/high impact results (based upon 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 communications and stakeholder management skills with the ability to influence senior management and collaborate with cross-functional teams across the organization.
    • Experience with collaborating with and managing external partners including agencies.
    • Embodies leadership behaviors including authenticity, servant leadership, will, empathy, decisiveness, driving focus and simplicity.
    • Excellent leadership and team management skills with the ability to inspire and motivate others.
    • People management experience required including a proven track record of development and coaching.