Consumer Experience Manager (MASH)

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Job description

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 Consumer CX Manager will be a critical driver in ensuring the successful execution of brand/therapy area -level marketing strategy at the channel level. This position will support the orchestration of customer experiences tailored to consumer/patient segments, with a focus on channel coordination, content creation, and marketing execution to support patient services initiatives.

Relationships

Reports to Consumer Experience Lead. Collaborates with key external and internal cross-functional teams, including analytics, therapeutic area marketing leads, sales, medical affairs, market access and policy/advocacy (MAPA), and channel leads to align marketing tactics with overall brand/therapy area goals and insights. Works closely with the marketing team to understand and translate brand/therapy area level strategy into valuable customer experiences. Ensure consistency of brand/therapy area vision and messaging across all touchpoints.

Essential Functions

Consumer Support: Lead the strategy and development of consumer support offering in alignment with regulations. Ensure optimal experience for consumers with branded materials. Drive brand/therapy area awareness for future consideration

Omnichannel Tactical Plan: Support development of tactical plans to support the omnichannel patient services strategy and customer reach /activation targets across key segments. Ensure alignment of brand/therapy area positioning, messaging and overall objectives

Content Creation: Manage the creation of promotional, engagement and experience programs/materials including any personalization for key customer segments within patient services. Ensure content integrates across channels to create a unified brand/therapy area experience and complies with industry regulations and guidelines. Supports in overseeing and managing third party vendors/agreements

Content Deployment: Coordinates dissemination of promotional patient services programs and other materials, including coordination with external suppliers and agencies. Ensure quality control of marketing content in alignment with compliance

Continued Improvement: Ensure pull-through of 'test and learn' principles by consulting with executional teams to drive optimal performance

Performance Monitoring: Report on key marketing performance indicators (KPIs) to measure the success of consumer experience tactics. Regularly analyze and report on the effectiveness of implemented tactics, making data-driven recommendations for continuous improvement

Data-Driven Insights and Optimizations: Identify opportunities for improvement within the customer campaigns and engagement. Review and interpret campaign/tactic data to inform adjustments on customer centric campaigns to improve the overall value and customer experience. Utilize data analytics to gain insights into customer behaviors and preferences

Physical Requirements

Hybrid Policy: 3 days in office, 2 days remote.

Approximately 20-30% overnight travel.

Qualifications

Requires a Bachelor's degree; Master's degree in Marketing, Business or related field preferred

7+ years of experience, including sales, brand management/marketing experience within the pharmaceutical industry required

Consumer marketing experience in campaign development through promotional asset execution, orchestrating customer experiences, and driving impactful customer experiences is required, preferably in patient services

Proven knowledge of the pharmaceutical industry, including medical, regulatory, clinical processes and market dynamics, especially within specified therapy area preferred

Proven track record of innovative market tactics/high impact results (based on metrics/ROI)

Ability to manage complexity and work across competing priorities

Strong knowledge of consumer/patient engagement channels and regulatory considerations

Content Planning, Execution, and follow-through skills

Experience developing marketing content across a variety of patient services channels

Experience in implementation of personalized marketing tactics

Data-driven mindset with proficiency in data analytic tools, with the ability to translate insights into actionable marketing strategies to guide customer experiences

Successful launch experience in a marketing role preferred

Strong communication and stakeholder management skills, with ability to influence senior leaders and collaborate with cross-functional teams across the organization

Experience with management of outside agencies

Excellent team management skills, with the ability to inspire and motivate others

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 1-. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.

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