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Multi-channel Customer Engagement

2 weeks ago

Thành phố Hồ Chí Minh, Vietnam Novo Nordisk Full time

Multi-Channel Customer Engagement (MCE) Manager

**Category**:Commercial Marketing

**Location**:Ho Chi Minh City, Vietnam, VN

**About the department**
- Novo Nordisk is a global healthcare company with 100 years of innovation in diabetes care. This heritage has given us experience and capabilities that also enable us to help people defeat obesity, haemophilia, growth disorders, rare diseases, and other serious chronic diseases. Headquartered in Denmark, Novo Nordisk employs over 77,000 people globally and markets its products in more than 170 countries.
- As part of a globally successful pharmaceutical business, Novo Nordisk Vietnam is a high-growth affiliate with an exciting growth trajectory and pipeline in new products and therapy areas in the coming years. We proudly live our purpose of improving the lives of patients within the therapy areas our products treat and put both patients and people firmly in the centre of everything we do. At Novo Nordisk Vietnam, the Customer Engagement and Business Intelligence team aims to contribute towards the business results while creating values for the patients.

**The position**
- This position directly reports to Customer Engagement & Business Intelligence Director. In this role, you will lead the omni-channel orchestration in the affiliate and optimize the gathering of meaningful multi-channel engagement including developing non-personal or digital channel strategy, as well as concentrating on operational implementation to impact business. The main scope of accountabilities includes but is not limited to:

- Coordinate multi-channel engagement for personalized approaches, working with related parties to implement multi-channel engagement “MCE” initiatives. Drive tactical and judicious activities through cross-functional collaboration within the affiliate, ensuring alignment with business strategy and optimal resource allocation. Lead channel strategy development in alignment with other functions and seek endorsement at the regional level.
- Establish infrastructure to access various stakeholders and enhance customer experience by selecting the right channels and initiatives with field force, marketing, medical, market access, etc. Collaborate with the commercial IT and third parties to localize the infrastructure for optimal engagements. Partnering with local/Regional vendor to develop content.
- Execute advanced local and regional projects in new technologies and automation, laying the groundwork for future “MCE” initiatives to boost customer experience and productivity. Collaborate with cross-functional teams to execute initiatives and access results for affiliate-wide implementation. Benchmark consumer industries or other pharmaceutical companies to discover unique approaches to executing projects with local and regional support.
- Manage data collection from non-personal channels, design “MCE” Analytics, Data Analytic. Pilot a content factory to organize data related to Healthcare Professionals (HCP) segmentation, targeting, profiling, and behaviours.

**Qualifications**
- Bachelor’s degree or higher in marketing, MBA or related fields.
- Minimum of 7 years’ experience in marketing or multi-channel engagement (MCE) is required.
- Experience in project or product management in pharmaceutical industry is preferrable.
- Good communication in English in both written and spoken.
- People management experience is not a must but will be an added advantage.

**Working at Novo Nordisk**
- We are a proud life-science company, and life is our reason to exist. We’re inspired by life in all its forms and shapes, ups and downs, opportunities. For employees at Novo Nordisk, life means many things - from the building blocks of life that form the basis of ground-breaking scientific research, to our rich personal lives that motivate and energise us to perform our best at work. Ultimately, life is why we’re all here - to ensure that people can live a life of chronic disease.

**Contact**

**Deadline**

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
- At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds, and cultures. We are therefore creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.
- #LI-AMS1