Prabhdeep Singh

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Manager - CRM & Digital Operations Job

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Date: Apr 19, 2017

Location: Plainsboro, NJ, US

Company: Novo Nordisk

Requisition ID 46680BR
Title Manager - CRM & Digital Operations
Job Category Sales
Job Description PURPOSE:

Building awareness of Novo Nordisk’s commitment to customer-centric care, as well as, fostering ongoing relationships with consumers, patients and healthcare providers, has a direct impact on the ability of the corporation to achieve its business goals. This role will support the tactical execution of patient multi-channel, customer experience-oriented acquisition, conversion and retention programs.


Reports to the Senior Manager of CRM Operations within the Marketing Operations & Platform team. The position interacts with multiple NNI internal functions, such as Brand Managers, Digital Strategy, RM Managers, Marketing Operations, IT, Procurement, Customer Call Center, Legal, Regulatory and Commercial Effectiveness, as well as, external operational vendors and agencies.


* Manage business requirements, solution designs and the technical vendors responsible for implementing multi-channel patient and/or healthcare provider programs and day to day operations.

* Collaborates with Brand Marketing, Operations Program Managers, RM Managers, and Media teams in managing and operationalizing CRM & Digital promotional programs.
* Define and document business rules that translate campaign requirements into technical specifications.
* Oversees relationship with database marketing vendor and manage data integration efforts and relationships with external agencies and vendors in the execution of multi-channel, customer centric acquisition, conversion and retention strategies and tactics.
* Ensure campaigns are appropriately QA tested end to end, before going live. Maintains robust compliance, quality and privacy standards in handling customer information and programs.
* Monitors relevant operational measurements and business KPI’s, as well as, operational effectiveness and accuracy of the campaigns.
* Initiates vendor change request and support of ongoing campaign operations.
* Manages and monitors ongoing projects, tasks, and ensures pull-through of work requests
* Proactively assesses and recommends operational best-practices and works to ensure standardization and efficiencies across brands, a/o disease areas
* Provide operational program management including Business Rule Design, inbound/outbound vendor data feeds, end-to-end QA testing, compliance, identification of relevant digital operational measurements, event tagging, business KPIs, and web analytics.


* A Bachelor’s Degree in Digital Marketing, IT, Marketing or related field required.
* A minimum of 7-10 years of patient/HCP marketing, database marketing, CRM, marketing, account management, project management and/or other related roles required.
* Pharmaceutical/Retail/Financial Services industry experienced preferred
* Demonstrated experience managing multi-faceted, complex CRM programs both internally and with external partners/suppliers
* Experience managing third party data and vendors, including database, teleservices, fulfillment, etc. vendors
* Experience operationalizing email marketing, direct mail, data entry, telemarketing (inbound and outbound) and digital marketing programs
* Strong ability to manage multiple priorities and influence cross-functional stakeholders in a fast-paced environment
Prior hands-on experience with operational campaign management and CRM technologies
Position Location US - Plainsboro, NJ
City Plainsboro
State/Provinces US - NJ

At Novo Nordisk, we know that driving change on a global level and improving treatment outcomes for people with diabetes and other chronic diseases begins here at home. That's why we make an unmatched commitment to our employees, our families and our communities. That means outstanding rewards, industry-leading training programs, and an environment that supports you to achieve your goals at every level. It's all part of the Novo Nordisk Way. It includes our Vision and our commitment to the Triple Bottom Line principle – helping us find the right balance between compassion and competitiveness

With a career at Novo Nordisk, you’ll feel a difference right from the start. It’s a sense of inspiration and mobility that comes from a shared belief in driving positive change for people, families, and communities everywhere. Congratulations on taking your first step!

Novo Nordisk is committed to equal employment opportunity and providing reasonable accommodations to applicants with physical and/or mental disabilities. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, gender, sex, age, religion, creed, national origin, ancestry, citizenship, marital status, physical or mental disability, medical condition, veteran status, genetic information, or any other characteristic protected by federal, state, or local law.

Novo Nordisk will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.

If you are interested in applying for employment with Novo Nordisk and need special assistance or an accommodation to use our website or to apply for a position, please call the U.S. Toll Free number at 1-855-411-5290 or click on the following link to submit your request: Please note we do not accept applications for employment or employment related solicitations through this site. If you are requesting special assistance, please specify your request by selecting "Yes" in Question 2 on the site. We will not be able to respond to requests unless you specify the need for special assistance or an accommodation in Question 2. Determinations on requests for reasonable accommodation are made on a case-by-case basis.

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