Customer Engagement Manager

Customer Engagement Manager (Omnichannel Lead Non-Visited HCPs)
São Paulo/SPBrazil

Imagine orchestrating digital experiences that connect life-changing treatments with thousands of healthcare professionals who need them. Thisisntjust campaign management itsarchitecting intelligent customer journeys that translate data into meaningful engagement driving measurable impact for patients while pushing the boundaries of omnichannel innovation in healthcare.

Your new role

As Customer Engagement Manager/Omnichannel Leadyoulldefine and execute engagement strategies for non-visited healthcare professionals translating brand strategy into impactful touchpoints across activation execution quality cross-functional orchestration and performance optimization to drive measurable business results in a compliant way.

Your responsibilities will include:

• Analyzingengagement andbehavioraldata to generate proper customer segmentation and develop automated customer journeys that orchestrate content channels and campaigns across internal and external stakeholders

• Establishing reporting frameworks to track andoptimizeperformance using engagement KPIs (ORCTR CTOR journey performance) to enhance customer engagement and experience

• Translating data into actionable insights and recommendations conducting regular cross-functional performance reviews and A/B tests to refine creative timing and channel mix for improved results

• Owning and evolving the HCP Portal (medical portal) including content strategy governance and performance management

• Managing agencies vendors budgets POs and contracts while ensuring legal compliance with industry regulations and company standards

• Leveraging advanced analytics and AI tools tooptimizecampaigns and journeys driving innovation in channels and platforms

Your new department

In Product & Portfolio Strategy we drive commercial strategy medicalaffairsand business development across all therapy areas. We act as a connector and compass guiding the new Novo Nordisk portfolio for sustained competitiveness.

Within this dynamic environmentyoullwork at the intersection of brand strategy and customer activation collaborating with cross-functional teams to ensure our omnichannel engagement strategies reach healthcare professionals effectively. Your work will directly influence how thousands of HCPs access critical information about treatments that change patients lives making you a vital link in our mission to defeat serious chronic diseases.

Your skills & qualifications

• Werelooking for an experienced omnichannel strategist who thrives on turning data into meaningful customer experiences. You should bring:

• ABachelors degree in Marketing Business Administration or a related field in consumer engagement (Mastersdegree preferred)

• 10 years of experience in Digital Marketing or multichannel/omnichannel with at least 3-5 years specifically in omnichannel engagementMarTech or digital marketing

• In-depth knowledge of digital marketing tools platforms and trends with full-funnel activation understanding and the ability to translate brand strategy into customer activation plans

• Strong analytical capabilities yourecomfortable working with performance metrics and using data to drive recommendations and improvements (e.g. engagement conversion/response journey/channel effectiveness)

• High levelof stakeholder management and influence with experience as a people manager (direct or indirect)

• Creative problem-solving skills and exceptional ability to craft compelling narratives and communicate insights effectively to stakeholders

• Fluency in both English and Portuguese

Working at Novo Nordisk