Director- Patient Experience Omnichannel

• Marketing and Market Access
• Plainsboro

About the Department

The Diabetes Commercial team leads all US sales and marketing efforts for Novo Nordisk’s robust portfolio, which includes insulins, analogues, GLP1s, devices, Oral Anti Diabetics (OAD) and new products in the pipeline. As part of the team, you will have frontline exposure to our brand and marketing vision, business strategies, launch and lifecycle plans, and critical market insights that drive our business forward. At Novo Nordisk, we are the world leader in diabetes care and a major player in hemostasis management, growth hormone therapy and hormone replacement therapy. We use our skills, dedication and ambition to help people with diabetes and other chronic or rare diseases. We are looking for individuals who want to do the same. In exchange, we offer the chance to be part of a truly global workplace, where passion and engagement are met with opportunities for professional and personal development. Are you ready to realize your potential?

The Position

Accountable for the development and execution of patient centric strategic and tactical plans to drive the achievement of Brand Marketing business objectives with a focus on optimizing the patient experience through omnichannel marketing. This individual is responsible for ensuring that Center of Excellence areas and strategies are based on brand/portfolio/digital strategies and Identifies and leverages key patient insights in marketing initiatives. Responsible for the oversight of all patient omnichannel initiatives for brands as well as portfolio wide initiatives related to driving acquisition, conversion, compliance/persistence and loyalty. Serves as a lead and strategist for the customer segmentation; ensuring brand/portfolio alignment. Gains alignment and partners with brand teams to identify key metrics and evaluates ROI/impact of programs. Optimizes Relationship Management (RM) tactics and develops best practices to be shared across the portfolio. Identifies new capabilities needed to drive future RM activities. Balances innovation and proven-tactics to ensure the business is supported while testing new/future opportunities.

Relationships

This position reports into the Senior Director, Omni-Channel Marketing and is responsible for managing the Patient Experience team. This position will interact with Diabetes, Obesity and BioPharm Teams, Global Marketing, Corporate Communications, Market Access, Medical, Sales, Legal, Compliance & IT, as well as the Business Technology Steering Committee (BTSC) serving as a subject matter expert, in developing an omnichannel strategy for patients to meet the company’s needs in the short and long term.

Essential Functions

• Drives the development of patient centric strategies and implementation of tactics for the brand teams leveraging leading best practices and technology
• Champions the Omnichannel Strategy and digital marketing planning process, its outcome and ongoing results on behalf of brand strategies
• Develops best-in-class capabilities through establishing system requirements, processes, procedures, preferred supplier and digital platforms identification and future capability roadmap development for patient centric solutions
• Develops relationships with and receives commitment from relevant departments and NNAS to ensure the successful execution of strategies
• Maximizes revenue and profitability and understands return on investment (ROI) concepts to ensure optimization of marketing spend
• Partners with Commercial Insights & Analytics to develop and implement marketing metrics. Regularly reviews marketing programs progress to ensure profitability/budget goals are on track. If not meeting metrics, proactively implements corrective measures to increase business impact and overall value
• Works in collaboration with the Omnichannel Operations Team to ensure optimization of the database platform, patient acquisition and audience quality
• Establishes and enforces governance procedures to ensure Customer Relationship Management (CRM) operational excellence and accountability internally and with the CRM key suppliers
• Exhibits strong overall understanding of the digital space, technologies, societal trends, marketing and the regulatory and legal aspects of digital marketing. Ensuring compliance with legal and defined quality requirements
• Identifies opportunities to enhance existing patient performance scorecards and metrics resulting in recommendations to improve acquisition, conversion and retention campaigns as well as optimizing future campaign investments and initiatives
• Develops and oversees implementation of promotional programs, including coordination with external suppliers
• Develops and oversees the implementation of marketing plans with promotional budget responsibility
• Oversees key supplier relationships for execution of Digital initiatives including Statement of Work (SOW) development, budget management, performance management and ad hoc issue resolution
• Partner with IT organization to ensure Novo Nordisk develops the technological requirements to support execution of current and future Digital initiatives
• Key contributor to overall Digital strategy and roadmap capabilities for patients that successfully builds profitable, long-term programs
• Develops and encourages innovative approaches/strategies to maximize brand objectives
• Maintain knowledge of current and leading search engine technology and ensure that Novo Nordisk Inc (NNI) sites are optimized to current standards
• Develop, maintain and comply with leading best practices for omnichannel execution for patient across all channels

Physical Requirements

10-20% overnight travel required.

Development of People

Ensure that reporting personnel have individual development plans (IDP), with annual goals and measurements that are consistent with the priorities of the business, and that interim reviews are held so that their work is focused on those priorities, and they understand their level of accountability for results and the measurement process. Ensure that the IDP forms include completed learning and aspiration plans and are in place for all reporting personnel to enable the achievement of goals and capability to assume increased levels of responsibility. Manage the application and communication of all Novo Nordisk policies, procedures, and Novo Nordisk Way.

Qualifications

• A minimum of ten (10) years of marketing experience with at least four (4) in the pharmaceutical marketing and/or digital marketing
• A Bachelor’s degree required in Marketing/technology/science related major. MBA preferred
• Excellent strategic planning skills along with the ability to translate into tactics and operationalize for execution
• Strong analytical and communication skills
• Strong background in being able to apply technological solutions for Sales & Marketing purposes
• Strong technical background with working knowledge of digital technology, database design, web development, and emerging digital opportunities like social media, voice search, etc.
• Track record of effective people leadership and development; supervisory experience required
• Track record of excellent collaboration skills required to work with internal stakeholders at all level of the Organization and coordinate activities across multiple projects, initiatives and key suppliers

Novo Nordisk is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity.

If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.