Customer Excellence & Insights Senior Manager

About the role

Novo Nordisk is looking for a Customer Excellence & Insights Senior Manager to establish and lead Customer Excellence as a strategic capability in Portugal. Reporting to the Associate Director Marketing, you will lead a dedicated team and work closely with Marketing, Sales and Medical, turning consumer, customer, competitive and market insights into clear priorities, better decisions and measurable impact.

Key responsibilities

• Define and deliver the Portugal Customer Excellence strategy, roadmap and operating model, with governance and standards across journeys, channels, content, education and insights.
• Orchestrate customer journeys connecting digital, personal and educational touchpoints, using segmentation and customer insight to reach more customers and deepen engagement.
• Lead omnichannel excellence: set direction and priorities for channels and platforms, track KPIs and dashboards, and use test-and-learn to improve every interaction.
• Orchestrate content and educational engagement with Marketing, Medical and external stakeholders, delivering relevant, personalised and scalable experiences.
• Own the integrated consumer, customer, competitive and commercial insights agenda and set an insight-to-action rhythm.
• Lead and develop your team, build capability across the affiliate and represent Portugal in regional and global Customer Excellence communities.

Required profile

• Master's degree or equivalent in Business, Marketing, Life Sciences, Economics, Digital Technologies or a related discipline.
• At least 7 years of relevant experience in customer engagement, customer experience, omnichannel or digital marketing, commercial excellence or related commercial roles.
• Demonstrated people leadership experience, including leading, coaching and developing direct reports.
• Proven experience driving customer engagement, customer experience, omnichannel marketing, commercial excellence or digital transformation initiatives with strong customer outcomes.
• Track record of influencing and leading cross-functional teams in a matrix organisation and gaining consensus across varied teams.
• Experience translating customer insights and analytics into business recommendations and measurable outcomes.

Useful but not essential: experience in the pharmaceutical or healthcare industry, understanding of medical in pharma, experience delivering customer content and omnichannel engagement at local level, and understanding of traditional and non-traditional consumer marketing channels.

What we offer

• Annual base salary ranging from 67,460 to 111,310 EUR, depending on the level of the position.
• The package may include short-term and/or long-term incentives and other benefits based on position level, location and functional area.
• Opportunities to grow through leading a team, working across functions and learning from regional and global colleagues, alongside learning offerings.

Applications are reviewed on an ongoing basis and should be submitted by 30 October.