Customer Excellence & Insights Senior Manager

Novo Nordisk; Lisboa; On-site; EUR 67,000 - 111,000; Full time

Job summary

Novo Nordisk in Portugal is seeking a Senior Manager to establish and lead Customer Excellence as a strategic capability. You will connect consumer, customer, competitive and market insights with customer journey orchestration, omnichannel engagement and commercial effectiveness to translate intelligence into clear priorities and measurable impact.

You will lead a dedicated team, collaborate with Marketing, Sales and Medical, and shape how Novo Nordisk understands and creates value for its

Qualifications

• Master's degree or equivalent in a relevant field.
• Experience designing, orchestrating or optimising customer journeys across multiple channels.
• 7+ years in customer engagement or related roles.
• Proven people leadership experience with coaching direct reports.
• Experience translating insights into business recommendations and outcomes.
• Strong communication and stakeholder engagement skills.

Responsibilities

• Own the integrated insights agenda and translate data into priorities.
• Define and deliver the Portugal Customer Excellence strategy and operating model.
• Orchestrate omnichannel journeys connecting digital and personal touchpoints.
• Lead content and educational engagement with Marketing, Medical and external stakeholders.
• Develop and empower your team across the affiliate and regional/global communities.

Skills

Customer journey design

Omnichannel marketing

People leadership

Stakeholder engagement

Analytical storytelling

Education

Master's degree or equivalent in Business, Marketing, Life Sciences, Economics, Digital Technologies or related discipline

Job description

xx

Your impact begins here

As Customer Excellence & Insights Senior Manager, you will establish and lead Customer Excellence as a strategic capability for Novo in Portugal. You will connect consumer, customer, competitive and market insights with customer journey orchestration, omnichannel engagement and commercial effectiveness, translating intelligence into clear priorities, better decisions and measurable impact.

Leading a dedicated team and working closely with Marketing, Sales and Medical, you will help shape how Novo understands, engages and creates value for its customers.

What You’ll Bring

• A Master’s degree or equivalent in Business, Marketing, Life Sciences, Economics, Digital Technologies or a related discipline.
• Experience designing, orchestrating or optimising customer journeys across multiple channels and touchpoints.
• At least 7 years of relevant experience in customer engagement, customer experience, omnichannel or digital marketing, commercial excellence or related commercial roles.
• Demonstrated people leadership experience, including leading, coaching and developing direct reports.
• Proven experience driving customer engagement, customer experience, omnichannel marketing, commercial excellence or digital transformation initiatives, with strong engagement outcomes with customers.
• A strong track record of influencing and leading cross-functional teams in a matrix organisation, and gaining consensus across varied teams.
• Experience translating customer insights and analytics into business recommendations and measurable outcomes.
• Strong commercial understanding and a passion for content excellence, customer experience and customer centricity.
• Excellent communication, storytelling and stakeholder engagement skills, with the ability to translate complex insights into compelling recommendations and influence senior stakeholders.
• A proactive, accountable approach: you take ownership of personal and team targets and make things happen.

Useful, But Not Essential

• Experience in the pharmaceutical or healthcare industry, or as a service provider to it.
• Understanding of medical in pharmaceutical industry.
• Experience delivering customer content experiences and omnichannel or digital customer engagement at local level.
• An understanding of traditional and non-traditional consumer marketing channels.

What You’ll Do

Owning the integrated consumer, customer, competitive and commercial insights agenda, transforming data and intelligence into clear business recommendations and affiliate priorities

In Portugal And Focus On

• Defining and delivering the Portugal Customer Excellence strategy, roadmap and operating model, with governance and standards across journeys, channels, content, education and insights.
• Orchestrating customer journeys that connect digital, personal and educational touchpoints, using segmentation and customer insight to reach more customers and deepen engagement.
• Leading omnichannel excellence: setting direction and priorities for channels and platforms, tracking KPIs and dashboards, and using test-and-learn to improve every interaction.
• Orchestrating content and educational engagement in partnership with Marketing, Medical and external stakeholders, ensuring relevant, personalised and scalable experiences that deliver measurable customer value.
• Owning the integrated consumer, customer, competitive and commercial insights agenda, and setting an insight-to-action rhythm that leads to clear decisions, owners and actions.
• Leading and developing your team, building capability across the affiliate and representing Portugal in regional and global Customer Excellence communities.

Who You’ll Work With

You will join the Marketing team in Portugal alongside Brand, Consumer and Strategic Partnerships colleagues, reporting to the Associate Director Marketing. You will establish and lead the Customer Excellence & Insights sub-department, managing two direct reports and shaping how customer journeys, omnichannel engagement, content excellence and insights drive customer experience, commercial execution and business growth. Working across Marketing, Sales and Medical, and in partnership with multiple affiliate functions and external stakeholders, you will help transform customer understanding into measurable impact.

Your scope is Portugal, with a voice in regional and global communities. You will create clarity on priorities, challenge constructively and help teams move from insight to action at pace.

What You Can Expect Here

You will lead a function with a clear mandate to establish Customer Excellence as a strategic capability. You will have room to bring your expertise, make your voice heard and shape how Novo engages customers in Portugal, and you will be supported to perform at your best.

The role offers opportunities to grow through leading a team, working across functions and learning from regional and global colleagues, alongside relevant learning offerings. Clear performance expectations and a culture that recognises results mean your contribution is visible.

What We Offer

• Salary: For this role, the Annual Base Salary ranges from 67,460.00 y 111,310.00 EUR, corresponding to the level of the position. The placement within the salary range will be assessed during the recruitment process based on the candidate’s skills, competencies, knowledge, and relevant experience. Further details to be shared during the recruitment process.
• Incentives and Benefits:The salary package may include short-term and/or long-term incentives as well as other employee benefits based on position level, location, functional area and relevant market benchmarks.

Learn more about our Reward Philosophyhere.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

At Novo Nordisk, we're not chasing quick fixes – we're creating lasting change for long-term health. For over 100 years, we've been driven by a single purpose: to defeat serious chronic diseases and help millions of people live healthier lives. This dedication fuels our constant curiosity and inspires us to push the boundaries of what's possible in healthcare. We embrace diverse perspectives, seek out bold ideas, and build partnerships rooted in shared purpose. Together, we're making healthcare more accessible, treating and preventing diseases, and pioneering solutions that create change spanning generations. When you join us, you become part of something bigger – a legacy of impact that reaches far beyond today.