CRM & Engagement Operations Leader

Novo Nordisk; Gatwick; On-site; GBP 70,000 - 110,000; Full time

Job summary

Novo Nordisk UK is seeking a Customer Engagement Operations & CRM Lead to design the CRM strategy and roadmap for the UK, and to lead Veeva adoption across Sales, Marketing and Medical teams. You will connect Customer Engagement, Marketing and Technology to create a single, governable way of working.

You will drive governance, adoption, training and change leadership, ensuring data privacy and regulatory compliance while delivering faster, clearer, and better-coordinated customer interactions

Qualifications

• Bachelor’s degree or equivalent professional experience.
• Experience with Veeva CRM/Vault, Salesforce or comparable CRM and marketing automation platforms.
• Extensive CRM and marketing technology experience, ideally in a regulated industry.
• Ability to translate business strategy into operational processes, governance and roadmaps.
• Strong KPI definition and data-driven improvement capabilities.

Responsibilities

• Design and own the UK CRM strategy and roadmap, aligning priorities with the transformation programme.
• Lead UK adoption and value realisation for Veeva across Sales, Marketing, Medical, KAM and Customer Engagement.
• Lead governance, operations, and delivery rhythm for Customer Engagement to improve workflows and speed.
• Translate objectives into executable journeys, campaigns and channel plans; deploy CRM and omnichannel activity.
• Define and monitor KPIs for operational performance and adoption; use insights to improve journeys and priorities.
• Lead and develop the team, ensuring governance, privacy, consent and regulatory compliance.

Skills

CRM strategy

Stakeholder management

KPI definition

Communication & facilitation

Team leadership

Change management

Data-driven decision making

Cross-functional collaboration

Regulated industry experience

Education

Bachelor’s degree in Business/Marketing/Technology/Digital/Data or related discipline

Tools

Veeva CRM/Vault

Salesforce

Job description

Novo Nordisk UK is seeking a Customer Engagement Operations & CRM Lead to design the CRM strategy and roadmap for the UK, and to lead Veeva adoption across Sales, Marketing and Medical teams. You will connect Customer Engagement, Marketing and Technology to create a single, governable way of working.

You will drive governance, adoption, training and change leadership, ensuring data privacy and regulatory compliance while delivering faster, clearer, and better-coordinated customer interactions