Shape the future of customer excellence in one of our most important affiliates, where you'll challenge the status quo while delivering the analytical insights that drive strategic decision-making. This is a role for someone who thrives on asking the tough questions and backing them up with data that transforms how we compete and win in the German market.
Your new role
As Director Customer Engagement & Operations and member of the Germany Leadership Team, you'll lead the evolution of how we engage with customers across different channels in Germany. In close collaboration with commercial functions, you'll define "where to play and how to win" – generating critical insights that shape our commercial agenda while ensuring seamless execution across all customer touchpoints. This is where strategic vision meets operational excellence, and where your ability to challenge thinking while providing clear, data-driven guidance will directly impact our success.
Your responsibilities will include:
1. Leading and continuously developing the Customer Engagement & Operations department, providing strategic planning and excellence in execution through innovative data-driven insights
2. Proactively challenging and participating in deciding, designing and building the affiliate strategy and execution as part of the Germany Management Team
3. Generating critical insights to shape our commercial agenda, foresee actions to mitigate uncertainty and maximize commercial opportunities
4. Designing relevant recommendations in close collaboration with heads of commercial functions to adjust tactical plans based on data insights
5. Leading the development and implementation of sales incentives aligned with business objectives to drive sales performance across various sales channels
6. Orchestrating the advancement of the omnichannel strategy to seamlessly integrate digital and physical channels across different customer segments
7. Overseeing customer care operations, capturing insights to drive personalization and optimization of the customer journey across channels
8. Representing the business needs of Germany in relevant regional and global forums
Your skills & qualifications
We're looking for a strategic leader who combines deep market expertise with the courage to challenge and the analytical rigor to drive customer excellence. You'll bring with you:
9. Master's degree in Business Administration, Economics, Marketing, Data Analytics or a related field
10. In-depth understanding of the German pharmaceutical market and its dynamics within the pharmaceutical industry
11. Proven experience in leadership positions, particularly in managing interdisciplinary teams and developing business strategies
12. Experience in leading customer excellence with a focus on achieving strategic business objectives
13. Strong understanding of strategic planning, performance metrics, and operational optimization
14. Analytical mindset with a sense of urgency to make data-driven decisions and derive actionable insights that drive strategic success
15. Excellent leadership skills including the ability to lead and motivate employees, delegate effectively, and build high-performing teams
16. Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and challenge constructively
17. Fluency in German and English
Your new department
As part of International Operations, you will join our largest operational unit. Covering 194 countries and 95% of the world's population, more than 18,000 of us work passionately to serve 35 million patients each day. With a promise to outperform the competition, we continue to be the growth driver for Novo Nordisk, and to improve health at scale across the globe.
The German affiliate is part of Region Europe and Canada (EUCAN) and represents one of our most important markets. As Head of Customer Engagement & Operations, you'll report directly to the General Manager and be a member of the Novo Nordisk Germany Leadership Team, co-driving various regional projects. Your function plays a pivotal role in informing the commercial agenda and ensuring we maintain our competitive edge through data-driven excellence and customer-centric innovation.
This position is based in Mainz, Germany. Regular on-site presence is required.