Customer Experience Manager

Are you passionate to drive decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviours? Do you develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers? If so, we want you to join our team as a Customer Experience Manager! Read more and apply today for a life-changing career.

The Position

In this position, you will drive the customer engagement and experience strategy to boost satisfaction, commitment, and grow our customer base. You will lead change management within the commercial model and go-to-market strategy.

Furthermore, you will:

• Deliver insights based on multiple data sources across channels to support the business strategy and priorities, including supporting other functions in executing effectively.

• Oversee, analyse and communicate customer satisfaction data, market trends and other sources to guide strategic decisions about engagements.

• Develop and implement a customer experience strategy to nurture and maintain strong customer relationships, ensuring overall customer satisfaction and retention.

• Leverage data from multiple channels to understand and make recommendations on how to create better customer experiences using an omnichannel approach.

• Actively engage with customers, field force and customer service to understand customer needs, address concerns, and identify opportunities to enhance their experience.

• In close collaboration with stakeholders, develop and implement customer journeys and experiences to optimize business outcomes.

Qualifications

We are seeking a candidate with an MSc in Business Administration, Economics, Finance, or a related field and a minimum of 5 years of experience. The ideal candidate is a talented individual that has proven expertise in customer experience management especially in a hybrid go-to-market model.

In addition, you have:

• Excellent communication and interpersonal skills, which are used to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback

• Experience in placing the customer at the centre of decision-making and continuously strive to exceed their expectations, creating a powerful customer experience strategy

• Emotional intelligence that enables you to navigate the emotions of both customers and team members, showing empathy when needed

• Fluent English, both written and spoken, Danish language would be considered a plus

About the Department

The Customer Experience team is a newly established team in the Customer Engagement and Commercial Innovation department in Novo Nordisk Denmark, Ørestaden. The department’s goal is to optimize and innovate our commercial activities, always with the customer at the centre. The team will be tasked with modernizing our commercial model and go-to-market strategy based on data and insights from market and customers. We value trust, openness, an innovative spirit, and a lot of fun.

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 have any questions, please reach out to Jens Christian Øllgaard, jchq@novonordisk.com

Deadline

Please apply no later than, 2 September 2024

Please apply to the role via our online platform, as we don’t accept directly sent CVs

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.