Head of Customer Engagement

Are you ready to shape and execute a forward-thinking Customer Engagement (CE) strategy to deliver best-in-class experiences by 2030? We are looking for a dynamic leader to drive the CE Roadmap through collaboration with cross-functional stakeholders, leveraging innovative technology and data insights to optimize our commercial strategy while enhancing productivity through automation and CRM. Novo Nordisk Oceania is hiring a Head of Customer Engagement. If this sounds like you, apply today and embark on a life-changing career!

About the department
You will be part of Novo Nordisk Oceania, covering Australia and New Zealand. Novo Nordisk is a global healthcare company with over 100 years of innovation in diabetes care. This heritage has equipped us to help people defeat obesity, haemophilia, growth disorders, and other serious chronic diseases. Headquartered in Denmark, Novo Nordisk employs over 64,000 people in 80 countries and markets our products in more than 170 countries. Join a dynamic and collaborative team devoted to making a difference.

The position

As the Head of Customer Engagement, you will be overall responsible for the Customer Engagement strategy and co-responsible for its execution by leading a team that delivers on the following, but is not limited to:

• Lead the Customer Engagement strategy for NN Oceania by driving the CE Roadmap in collaboration with cross-functional stakeholders, overseeing activities and KPIs, facilitating decision-making in the Commercial Management Team, and fostering collaboration with APAC and IO to enhance best-in-class customer engagement by 2030.
• Drive actionable insights for our commercial strategy by leveraging data and innovative technology, including ownership of OneDashboard in Power BI, ensuring access to relevant data for both current and future portfolio insights, and supporting the Business Insights Manager in optimizing forecasting and business cases.
• Enhance productivity by optimizing operations through automation and technology, including driving CRM utilization for data quality and integration, fostering innovation and process optimization with AI and data automation tools, and supporting change management and training for frontline technology integration.
• Optimizing the sales force involves implementing effective segmentation, targeting, and territory management while developing engaging incentive schemes aligned with strategic priorities. This process includes cross-functional collaboration with sales and marketing teams, working alongside the SFE lead to develop and execute strategic solutions. Additionally, providing the leadership team with valuable insights is essential for facilitating informed decision-making throughout the implementation.
• Leading a highly engaged and high-performing team involves empowering three key functions—Business Insights, Sales Force Effectiveness, and CRM—to make bold choices and achieve success together while ensuring a positive work environment. This leadership role supports the teams in Australia and New Zealand across both current and future portfolios, fostering collaboration and a shared commitment to excellence.

Qualifications

• Must have a Bachelor or Master’s degree in Business, Marketing or Science.
• Minimum of 10 years of commercial experience in pharmaceutical industry. Sales and or Marketing experience is desirable.
• Proficient in Microsoft Office Suite with project management capabilities and a preferred proficiency in Power BI.
• Demonstrated experience in stakeholder engagement with senior leaders, and proven project management skills. People leadership experience is highly preferred.
• Strong business acumen and analytical skills, a positive attitude, self-driven, opportunity-oriented, and excellent communication skills across all levels.

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
Upload your CV to our online career page (click on Apply and follow the instructions).
 

Deadline
Until the completion of recruitment. Applications will be screened on an ongoing basis, so you are encouraged to apply as soon as possible.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants. First Nations peoples are encouraged to apply.

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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