Head of Customer Engagement

Novo Nordisk; Council of the City of Sydney; On-site; AUD 150,000 - 200,000; Full time

Job summary

A leading pharmaceutical company in Australia is seeking a Head of Customer Engagement to shape and execute a dynamic strategy for best-in-class customer experiences. The ideal candidate will have over 10 years of experience in the pharmaceutical industry, a strong business acumen, and proven leadership skills. This is a key role that supports teams across Australia and New Zealand, focusing on innovative strategies and team empowerment. Applications close on 14 September.

Qualifications

• 10+ years in the pharmaceutical industry, preferably in sales or marketing.
• Strong skills in project management and stakeholder engagement.
• Self-driven, positive attitude and excellent communication across levels.

Responsibilities

• Lead and execute the Customer Engagement strategy across Australia and New Zealand.
• Use data insights to optimize the commercial strategy.
• Enhance team productivity through technology and automation.
• Implement effective sales force segmentation and management.
• Empower a high-performing team across business insights and CRM.

Skills

Bachelor or Master’s degree in Business, Marketing or Science

10 years of commercial experience in the pharmaceutical industry

Proficient in Microsoft Office Suite

Project management capabilities

Proficiency in Power BI

Experience in stakeholder engagement

People leadership experience

Strong business acumen

Analytical skills

Excellent communication skills

Education

Bachelor or Master’s degree

Tools

Microsoft Office Suite

Power BI

Job description

Head of Customer Engagement

Future Portfolio & Customer Engagement – Australia

We are looking for a dynamic leader to shape and execute a forward‑thinking Customer Engagement (CE) strategy to deliver best‑in‑class experiences by 2030. Novo Nordisk Oceania is hiring a Head of Customer Engagement. If this sounds like you, apply today and embark on a life‑changing career!

Your new role

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:

• Lead the Customer Engagement strategy for Novo Nordisk Oceania by driving the FFCE 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 International Operations 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 Customer Relationship Management (CRM) utilisation for data quality and integration, fostering innovation and process optimisation with AI and data automation tools and supporting change management and training for frontline technology integration.
• Optimise the sales force by implementing effective segmentation, targeting and territory management while planning engaging incentive schemes aligned with judicious priorities. This process includes cross‑functional collaboration with sales and marketing teams working alongside the Sales Force Effectiveness lead to develop and execute judicious solutions. Providing the leadership team with valuable insights is essential for facilitating informed decision‑making throughout the implementation.
• Lead a highly engaged and high‑performing team, empowering the three key functions – Business Insights, Sales Force Effectiveness and CRM – to make bold choices and achieve success together while ensuring an exciting 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.

Your new 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 77,000 people in 80 countries and markets our products in more than 170 countries. Join a dynamic and collaborative team devoted to making a difference.

Your skills & qualifications

We are looking for a new Head of Customer Engagement who will appreciate working in a high‑paced dynamic environment. You will bring with you:

• Must have a Bachelor or Master’s degree in Business, Marketing or Science.
• Minimum of 10 years of commercial experience in the 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

Every day we seek the solutions that defeat serious chronic diseases. To do this we approach our work with an unconventional spirit, a rare determination and a constant curiosity. For over 100 years this extraordinary mindset has seen us build a company unlike any other. One where a collective passion for our purpose, mutual respect and a willingness to go beyond what we know delivers extraordinary results.

Deadline

Applications will be reviewed on an ongoing basis. Deadline: 14 September.