Senior Manager, Customer Excellence & Insights

Novo Nordisk A/S; Lisboa; Hybrid; EUR 67,000 - 111,000; Full time

Job summary

Novo Nordisk A/S in Lisbon, 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 and collaborate with Marketing, Sales and Medical to shape how Novo understands and creates value for its

Qualifications

• Master’s degree or equivalent in Business, Marketing, Life Sciences, Economics, Digital Technologies or related.
• Experience designing, orchestrating or optimising customer journeys across multiple channels.
• At least 7 years of experience in customer engagement, omnichannel or related roles.
• Demonstrated people leadership experience, including leading, coaching and developing direct reports.
• Proven experience driving customer engagement, customer experience, omnichannel or digital transformation initiatives, with measurable outcomes.
• Strong ability to influence and lead cross-functional teams in a matrix organisation.
• 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.

Responsibilities

• 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.

Skills

People leadership

Customer engagement

Omnichannel marketing

Insights to action

Stakeholder management

Communication

Content excellence

Education

Master’s degree

Job description

Novo Nordisk A/S in Lisbon, 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 and collaborate with Marketing, Sales and Medical to shape how Novo understands and creates value for its