Novo Nordisk · 1 day ago
Associate Director - Omnichannel Orchestration
Plainsboro, NJ
Full-time
Hybrid
Lead/Staff, Director/Executive
10+ years expNovo Nordisk is a company focused on creating human-centered experiences in healthcare. They are seeking an Associate Director for Omnichannel Orchestration to develop and implement strategies for customer experience activation across various channels, ensuring alignment with commercial goals.
BiotechnologyHealth CareMedicalPharmaceutical
Responsibilities
Conduct comprehensive customer journey activation mapping exercises to identify the optimal digital, mass media and in person touchpoints where customers interact with the brands within the TA, including paid, earned, and owned media channels and integrating field touchpoints (or similar for HCP version of this role)
Collaborate with cross-functional teams, including Brand and Experience Intelligence, to gather insights into customer behaviors, preferences, pain points, and expectations across relevant digital, mass and in person touchpoints
Analyze customer behavioral data to identify opportunities for optimization and enhancement across identified digital, mass media and in person tactics
Develop detailed touchpoint optimization plans, outlining specific initiatives to improve the customer experience at key touchpoints
Develop A/B testing and experimentation strategies to validate proposed optimizations and measure their impact on customer engagement metrics
Continuously monitor and evaluate touchpoint performance, iterating on optimization strategies based on real-time data and feedback
Develop customer experience activation plans across Paid, Earned, and Owned digital properties, mass marketing channels, peer to peer, conventions and field CRM channels, ensuring a seamless and engaging experience for customers, actively analyzing campaign and channel results for optimization
Implement data-driven insights to personalize interactions at each stage of the customer journey
Continuously refine strategies to enhance customer engagement and omnichannel strategy
Utilize TA-level customer data and segmentation techniques to develop personalized customer engagement strategies tailored to different segments and personas
Collaborate with Experience Intelligence and Experience Operations to leverage advanced analytics and machine learning algorithms for customer segmentation and predictive modeling
Develop content personalization strategies that deliver relevant and timely messages to customers based on their preferences, behaviors, and lifecycle stage
Monitor the performance of personalized campaigns and initiatives, analyzing key metrics such as engagement rates, conversion rates, and customer lifetime value
Iterate on personalization strategies based on performance insights, optimizing for continuous improvement and maximum impact on customer engagement
Drives the design and development of TA-specific customer engagement strategies (i.e., tactical experience maps inclusive of digital, mass and in person channels) leveraging best practices and technologies
Champions and monitors the outcomes of the Omnichannel and Marketing plans ensuring alignment with expected outcomes and ROI
Partners with senior management to develop an overall TA-specific strategy and roadmap for long-term Customer Engagement initiative
Leads cross-functional projects to enhance customer experiences (CX) and integrates into Omnichannel capabilities across various customer segments within the given TA
Lead and develop a team of Experience Orchestration Strategists and Specialists in the creation of Customer Engagement strategies
Set clear goals and expectations, provide regular guidance, feedback and support professional growth and development to drive continuous improvement and innovation within the team
Align team and individual efforts with business objectives and Customer Experience (CX) goals
Develops relationships with internal departments and external suppliers to ensure successful execution of strategy
Partners with the following teams: Brand leadership, Marketing (e.g., brand marketers, market research, etc.), Experience Intelligence and Commercial Insights & Analytics to develop customer engagement metrics, Experience Operations and Integrated Customer Engagement teams to incorporate capabilities and technologies required for current and future customer engagement strategies, Commercial Excellence and Innovation to leverage and pull through macro customer journeys
Maintains strong understanding of omnichannel best practices, Marketing and Regulatory/Legal aspects to ensure compliance with legal, quality and industry standards for customer engagement and data use
Works closely with the Privacy Team to align programs with privacy laws
Established and enforces governance procedures to ensure customer engagement and channel excellence and accountability
Provides oversight and QA across all executional work
Analyzes market dynamics and provides interaction projections for products guiding market research plans
Works with the Experience Operations Team to optimize database platforms and patient acquisition
Regularly reviews and adjusts omnichannel programs to optimize spend and meet ROI goals
Encourages innovative approaches and strategies to maximize brand objective
Encourages innovative omnichannel approaches and strategies to maximize brand/TA objectives
Qualification
Required
A bachelor's degree or equivalent experience is preferred with a concentration in Business, Marketing, or a related field
10+ years of experience including progressively responsible experience within sales, brand management/marketing experience within the pharmaceutical or other related industry required
Exceptional experience in campaign development through customer experience orchestration, promotional asset execution, and driving impactful customer experiences is required
Extensive experience working across Digital Marketing and technology spaces with fluency across Paid, Earned and Owned channels
Demonstrated ability to successfully develop, implement and deliver customer experience (CX) solutions in a complex, dynamic environment
Excellent strategic planning skills including the ability to translate strategy into tactics and operationalize for execution
Experience in customer tactical experience planning and driving impactful customer experiences is required
Experience in implementation of personalized marketing strategies
Proven knowledge of the pharmaceutical industry, or Life Sciences, including Medical, Regulatory, and Clinical processes and market dynamics
Ability to manage complexity including the leadership of work across competing priorities and multiple teams
Strong strategic thinking and analytical skills including a data-driven mindset with the ability to translate insights into actionable marketing strategies to guide customer experience
Strong understanding of Regulatory, Compliance and ethical considerations when engaging customer segments
Proven track record of innovative CX tactics/high impact results (based upon metrics/ROI)
Outstanding planning and organizational skills with exceptionally high attention to quality of detail and proven track record of results and follow-up
Excellent communications and stakeholder management skills with the ability to influence senior management and collaborate with cross-functional teams across the organization
Experience with collaborating with and managing external partners including agencies
Embodies leadership behaviors including authenticity, servant leadership, will, empathy, decisiveness, driving focus and simplicity
Excellent leadership and team management skills with the ability to inspire and motivate others
People management experience required including a proven track record of development and coaching
Company
Novo Nordisk
Novo Nordisk is a healthcare company that produces and distributes insulin and other diabetes drugs to treat chronic diseases.
10001+ employees
H1B Sponsorship
Novo Nordisk has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (25)
2024 (21)
2023 (13)
2022 (10)
2021 (9)
2020 (12)
Funding
Current Stage
Public CompanyTotal Funding
$22M2018-12-05Post Ipo Equity· $22M
1981-07-09IPO
Leadership Team
Lars Fruergaard Jørgensen
President and CEO
Lars Sorensen
President & CEO
Recent News
The Motley Fool
2026-01-09
2026-01-09
Company data provided by crunchbase