Global Digital Health Customer Support Lead
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Are you ready for a challenging opportunity to make a significant impact in the fast-paced world of global digital health? Join Novo Nordisk as the Global Digital Health Customer Support Lead, and play a crucial role in managing a complex network of stakeholders and driving the strategic development of our customer service. As a key driver of our organization's growth, you will have the chance to shape and enhance our customer care setup while making a difference in the lives of millions.If you thrive in a multifaceted environment, where strategic thinking meets operational execution, then this is the role for you. Apply today for a life-changing career!The positionThe Global Digital Health Customer Support Lead will be responsible for overseeing the customer support strategy dedicated to Digital Health Partnerships in Novo Nordisk to ensure excellent service delivery to customers. Your primary goal will be to give strategic directions on how Novo Nordisk executes customer service related to Digital Health and enhance overall customer satisfaction on all potential interfaces/interactions a customer has with either 1st line customer service or a Novo Nordisk platform (i.e SoMe, website). In addition, you will also be responsible to oversee and come up with an action plan regarding inquiries and issues related to Digital Health solutions and maintain strong relationships with customers (internal and external) to improve their overall experience.
You can look forward to:• Providing direction on customer care standards to ensure consistent and exceptional service delivery for Digital Health solutions, and giving strategic guidance to the design and implementation of compliant customer service processes, procedures and digital platforms, in line with the existing and future business needs e.g., launch of new product types and business models.
• Setting performance goals and objectives for Digital Health customer care, providing regular feedback to our partners, conducting performance evaluations, and addressing any performance-related issues.
• Monitoring customer interactions to identify areas for improvement and implementing strategies to enhance the overall customer experience.
• Handling escalated customer inquiries or complaints, utilizing your expertise and industry knowledge to address complex issues and provide satisfactory resolutions.To achieve this, you will need to stay up to date with industry trends and best practices to further enhance our customer experience ambition in Novo Nordisk. You will also build strong relationships with various stakeholders, including our Digital Health partners, understanding their needs, and proactively addressing any concerns or challenges. Internally, you will collaborate with cross-functional teams, such as quality, marketing, and regulatory, to ensure alignment of support services with business goals. The job involves maintaining and nurturing a close collaboration with our international operations including local offices in the markets.
Qualifications
This role requires a deep understanding of the pharmaceutical industry, exceptional communication skills, and the ability to influence and motivate a wider team including HQ/Global product and brand owners, communication leads as well as quality and regulatory leads.We imagine that a successful candidate has:Experience with setting a customer service strategy in a global or regional role, and a track record of successfully managing complex customer support operations across diverse markets, ensuring consistent delivery of exceptional service. Excellent verbal and written communication skills in English Deep knowledge or experience from the pharmaceutical industry or medical technology industry You will thrive in this job if you are a natural collaborator, who excels in a team-oriented environment, fostering strong relationships and actively promoting knowledge sharing and cooperation. You have a keen analytical mindset and the ability to transform customer insights into actionable strategies and initiatives, driving continuous improvement. You possess a holistic perspective, comprehending the strategic goals of the organization and translating them into actionable operational plans.About the department
As the Global Digital Health Customer Support Lead, you will be part of the Global Digital Health Strategic Partnership team that is located in the CVP area “Digital Strategy and Solutions” (DSS). The Partnership team is an essential enabler for Novo Nordisk 5D strategy across Therapeutic Areas and value chains by driving sustainable and impactful Digital Health Partnerships for patients to achieve better treatment outcomes.Working at Novo Nordisk
At Novo Nordisk, we don’t wait for change. We drive it. We’re a dynamic company in an even more dynamic industry, and we know that what got us to where we are today is not necessarily what will make us successful in the future. We embrace the spirit of experimentation, striving for excellence without fixating on perfection. We never shy away from opportunities to develop, we seize them. From research and development, through to manufacturing, marketing and sales – we’re all working to move the needle on patient care.Contact
If you have any questions, please contact Global Director for Digital Health Partnerships, Malin Johansson, at [email protected].
Deadline
14 August 2023.We will screen applications on an ongoing basis, so please apply as soon as you can.You do not need to attach a cover letter to your application, but please include a few lines about your motivation in your resume or CV. In addition, please avoid the use of photos in your CV. This makes for a better and less biased process.
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 committed to 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.
You can look forward to:• Providing direction on customer care standards to ensure consistent and exceptional service delivery for Digital Health solutions, and giving strategic guidance to the design and implementation of compliant customer service processes, procedures and digital platforms, in line with the existing and future business needs e.g., launch of new product types and business models.
• Setting performance goals and objectives for Digital Health customer care, providing regular feedback to our partners, conducting performance evaluations, and addressing any performance-related issues.
• Monitoring customer interactions to identify areas for improvement and implementing strategies to enhance the overall customer experience.
• Handling escalated customer inquiries or complaints, utilizing your expertise and industry knowledge to address complex issues and provide satisfactory resolutions.To achieve this, you will need to stay up to date with industry trends and best practices to further enhance our customer experience ambition in Novo Nordisk. You will also build strong relationships with various stakeholders, including our Digital Health partners, understanding their needs, and proactively addressing any concerns or challenges. Internally, you will collaborate with cross-functional teams, such as quality, marketing, and regulatory, to ensure alignment of support services with business goals. The job involves maintaining and nurturing a close collaboration with our international operations including local offices in the markets.
Qualifications
This role requires a deep understanding of the pharmaceutical industry, exceptional communication skills, and the ability to influence and motivate a wider team including HQ/Global product and brand owners, communication leads as well as quality and regulatory leads.We imagine that a successful candidate has:
As the Global Digital Health Customer Support Lead, you will be part of the Global Digital Health Strategic Partnership team that is located in the CVP area “Digital Strategy and Solutions” (DSS). The Partnership team is an essential enabler for Novo Nordisk 5D strategy across Therapeutic Areas and value chains by driving sustainable and impactful Digital Health Partnerships for patients to achieve better treatment outcomes.Working at Novo Nordisk
At Novo Nordisk, we don’t wait for change. We drive it. We’re a dynamic company in an even more dynamic industry, and we know that what got us to where we are today is not necessarily what will make us successful in the future. We embrace the spirit of experimentation, striving for excellence without fixating on perfection. We never shy away from opportunities to develop, we seize them. From research and development, through to manufacturing, marketing and sales – we’re all working to move the needle on patient care.Contact
If you have any questions, please contact Global Director for Digital Health Partnerships, Malin Johansson, at [email protected].
Deadline
14 August 2023.We will screen applications on an ongoing basis, so please apply as soon as you can.You do not need to attach a cover letter to your application, but please include a few lines about your motivation in your resume or CV. In addition, please avoid the use of photos in your CV. This makes for a better and less biased process.
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 committed to 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.
Information og data
Denne ledige stilling har jobtypen "Marketingmedarbejder", og befinder sig i kategorien "Kommunikation, marketing, salg".
Arbejdsstedet er beliggende i Bagsværd.
Jobbet er oprettet på vores service den 18.7.2023, men kan have været deaktiveret og genaktiveret igen.
Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
- Marketingmedarbejder
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