Job Description

Customer Engagement & Innovation

Mexico

We are looking for a Customer Engagement Director to lead the affiliate’s customer engagement strategy, delivering superior customer and patient experiences while driving measurable business impact. This role combines strategic leadership, digital transformation, and strong people management, with broad cross-functional influence across the organization.

Your new role

The Customer Engagement Director will own the vision and execution of integrated customer engagement across the affiliate. The role covers Commercial Excellence, Digital Transformation & Data, Customer Journey & Innovation, Strategic and Corporate Events, Communication and Frontline Capabilities, and Patient Support Programs.

In this role, you will lead the end-to-end customer engagement agenda, ensuring that insights, data, and digital capabilities are translated into impactful actions across the customer journey. You will work closely with Marketing, Sales, Medical, and Market Access to co-design and prioritize initiatives, while ensuring frontline teams are optimally enabled, deployed, and recognized. Key responsibilities include:

  • Leading and executing the affiliate’s customer engagement and digital strategy, including CRM ownership, omnichannel orchestration, and data-driven decision making to drive business and patient outcomes.
  • Driving patient engagement through the Patient Support Program, ensuring insights from multiple touchpoints are captured and translated into continuous improvement.
  • Leading cross-functional planning processes such as Sales & Operations Planning, optimizing resource allocation, incentives, frontline deployment, and strategic events to maximize impact and return on investment.
  • Developing and inspiring the Customer Engagement team, fostering a culture of performance, innovation, compliance, and alignment with the Novo Nordisk Way.

    • Your Skills and Qualifications

  • University degree in Business Administration, Finance, Marketing, Economics, or a related field required; a Master’s degree or equivalent is preferred.
  • Pharmaceutical industry background required, with solid experience in customer engagement, sales, marketing, and business analytics.
  • Proven leadership experience, with a strong ability to lead, inspire, and develop high-performing teams.
  • Solid expertise in defining, optimizing, and implementing business processes, supported by strong analytical capabilities and performance management through KPIs and data-driven insights.
  • Demonstrated experience leading digital transformation initiatives, including CRM strategy, omnichannel engagement, and customer journey optimization.
  • Availability to travel up to 15%, as required by business needs.
  • Fluency in English.

    • About the Department

    The Customer Engagement & Innovation Department at our Mexico affiliate shapes exceptional customer experiences and drives strategic innovation across all touchpoints. Combining customer insights, digital solutions and cross‑functional collaboration, the team develops initiatives that enhance patient and HCP engagement, optimize customer journeys and support the affiliate’s commercial objectives. We prioritize a patient‑centric approach, high ethical standards and continuous learning, offering a collaborative environment where creativity and rigor deliver measurable improvements in customer experience and health outcomes.

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