Job Description

Are you passionate about creating exceptional customer experiences (CX)? Do you have a strong background in omnichannel marketing? We are looking for a Senior CX & Omnichannel Engagement (OCE) Manager to join our Customer Engagement Team at Novo Nordisk in Kuala Lumpur, Malaysia. If you are ready to drive the strategy and vision for customer engagement journeys and deliver impactful omnichannel experiences, then read on and apply today for a life-changing career.Novo Nordisk has been globally recognized as the Best Place to Work, topping the ranks for two consecutive years in 2022 and 2023. It is an exciting time to join Novo Nordisk and be part of a dynamic company in an even more dynamic industry, helping us achieve our aspirations to establish a global presence in the industry.About the department
The Customer Engagement Team at Novo Nordisk Malaysia is a dynamic and collaborative group of professionals devoted to delivering exceptional customer experiences. Located in Kuala Lumpur, Malaysia, our team is part of a global organization that values innovation and teamwork. We work in a fast-paced and collaborative atmosphere, where every team member\'s contribution is valued and can make a difference. Join us and be part of our mission to defeat serious chronic diseases.This position will report to the Customer Engagement Director in Malaysia.The positionAs a Senior CX & OCE Manager at Novo Nordisk, you will:

• Own and embed CX & omnichannel/multichannel engagement (OCE/MCE) strategies into the business (commercial and medical), ensuring a direct impact to business performance and customer experience improvements, in collaboration with MCE, Marketing, Medical and Digital, Data & IT (DDIT) team.
• Set and drive the CX & Omnichannel Strategy & Vision, including customer engagement journey planning, ensuring action on patient disease journey and customer insights, and defining success and performance metrics for campaigns and customer engagement journeys.
• Create, update, and evolve the OCE/MCE strategy to align with local, regional, and global strategic imperatives including enabling new digital channels, evolving existing, and leading SoMe (Social Media) activation to provide best-in-class patient & HCP OCE/MCE journeys.
• Drive Customer insight & Voice of Customer capturing and processing through market research, external engagements with key stakeholders & SoMe listening in order to understand engagement pillar and improve the customer & patient journeys.
• Lead and drive the Field Force Customer Engagement (FFCE) Ambition & Roadmap within the Affiliate, ensuring timely delivery of projects/tasks within budget and at the best possible quality, while driving initiatives to increase engagement and foster customer experience mindset & capabilities.

Qualifications

• A Masters/BS/BA Degree with specialization in communication, business, and/or marketing desired with at least 8-10 years blended experience within Omnichannel, CX, Sales, and Marketing, including 4 years of digital marketing experience, preferably in the healthcare space.
• Outcome-oriented with entrepreneur mindset, demonstrated data-driven and analytical capability, proven strategic leadership and strong interpersonal skills with the exceptional ability to partner effectively with internal and external stakeholders at various levels.
• Broad marketing mix strategy experience with expertise in digital health customer solutions and digital channels; with high interest and passion on the latest OCE/MCE and digital software solution innovations in the market.
• Solid experience with communication agency/media agency, local media and influencers, proven experience of paid media campaigns including social media campaigns with strong market research and social media listening understanding.
• Effective Communicator, experienced in leading cross-functional projects, with a high degree of fluency in spoken and written English.

Working at Novo Nordisk
At Novo Nordisk, we don\xe2\x80\x99t wait for change. We drive it. We\xe2\x80\x99re 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 encompass 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 \xe2\x80\x93 we\xe2\x80\x99re all working to move the needle on patient care.Contact
Upload your CV to our online career page (click on Apply and follow the instructions).Deadline
2 July 2024We 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\xe2\x80\x99re life changing.#LI-AMS1

Novo Nordisk