Customer Experience Manager

☞ Novo Nordisk

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Update day: 24-03-2024

Location: Zürich Zürich ZH

Category: Pharmacist / Pharmaceutical representatives

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Customer Experience Manager

Category:Project Management & Agile
Location:Zurich, Switzerland Zurich, CH
Join Novo Nordisk and Shape the Future!

Are you passionate about customer experience? Do you thrive on designing, orchestrating, and executing impactful customer engagement strategies? Novo Nordisk, a global leader in healthcare, invites you to be part of our dynamic team.

The position
As our Customer Experience Manager, your mission will be to improve customer experience by meticulously designing, orchestrating, and executing targeted customer engagement flows. By selecting the right channels and content based on customer preferences and impact considerations, you’ll play a pivotal role in enhancing our relationships with healthcare professionals. Your collaboration with our Marketing, Sales, and Medical teams will be instrumental in driving positive interactions and fostering lasting connections.

Your key responsibilities will include,

  • Designing MCE engagement flows aligned with strategic objectives, addressing customer pain points and needs. Select appropriate channels (such as email, webinars, or face-to-face visits) and relevant content to enhance overall customer experience.

  • Leading channel development and special projects within MCE ecosystem, optimizing performance, outlining processes, leveraging analytics insights, and leading customer experience improvement initiatives.

  • Driving MCE capability building, skill enhancement, and knowledge sharing across cross-functional teams, facilitate change management for accelerated development, and represent the Swiss Affiliate in regional best practice sessions.

  • Actively contribute to the development of the C&CE Department.

Qualifications
You have decided to apply for this exciting opportunity because you already have 5+ years of relevant full-time work experience in Customer Engagement, Multichannel/ Digital Marketing or similar, ideally in the pharmaceutical industry.
Furthermore,
  • You are proficient in project and stakeholder management, adept at thriving in a fast-paced, matrix environment.
  • You are experienced in digital development projects, with potential roles such as scrum master or product owner.
  • You are knowledgeable in traditional and non-traditional marketing channels.
  • You are familiar with website analytics tools like Adobe Experience Manager, Adobe Analytics, Power BI/QlikSense, and Salesforce ecosystem.
  • Fluency in English and advanced German language skills are a prerequisite to be successful in this role.
About the department
Novo Nordisk Pharma AG is the Swiss Affiliate, with over 90 employees, located at the Circle, Zurich Airport. The Swiss Affiliate belongs to Region North West Europe, which is part of IO (International Operations).

Working at Novo Nordisk
At Novo Nordisk, we don’t wait for change. We drive it. We’re 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 embrace 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, through to manufacturing, marketing, and sales – we’re all working to move the needle on patient care.

Contact
If you believe you are qualified, and are willing to take the challenge, please send your motivation letter, CV and relevant documentation directly via our online application tool.

Deadline
Please submit your application via our online application tool by 11th March 2024

Please note that we are reviewing applications on ongoing basis, therefore the position will be filled as soon as the successful candidate has been found. Internal candidates are kindly requested to inform their line manager before applying.
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.
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Deadline: 08-05-2024

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