CDP Program Team Lead

About the Department 

Our Commercial Strategy and Marketing group creates and delivers human-centered experiences, where innovation meets customer-centricity, driving the ultimate experience for our patients. Our focus extends beyond transactions to craft experiences as one fully integrated, aligned and connected organization that puts empathy at the center, powered by insight and foresight.

We develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers. We leverage data and insights to inform our decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviors. Our 'test and learn’ mindset and approach enables us to iterate rapidly and refine our strategies based on real-world results.

We are building an intentional team culture that is made up of diverse skillsets, united by the shared belief that reinvention and learning is what fuels continuous growth. Do you get excited about exploring the unknown? Does the idea of driving value through human-centered design pull you in? Are you ready to experiment with us?

The Position

The purpose of the (Customer Data Platform) CDP Program Team Lead is to ensure that marketing technology architecture and execution align with business objectives and customer experience priorities. This role involves leading the design, implementation, and integration of MarTech solutions, managing the execution of CX campaigns across MarTech platforms, and driving the adoption of Next Best Action (NBA) technologies to enhance customer engagement. The role will provide leadership and guidance to a team of specialists, collaborate with cross-functional teams to ensure alignment of campaign initiatives, and maintain effective stakeholder communication. This role also includes overseeing vendor management, promoting best practices, and driving continuous improvement through innovation and optimization. The role will support reporting and documentation processes to facilitate efficient campaign operations and ensure successful campaign execution.

Relationships

The role of CDP Program Lead reports directly into the CX Architecture & Automation Lead, withing the broader Experience Operations function. This role will interface with all other teams across Customer Experience & Marketing Enablement, including Omnichannel Engagement, NextGen, Marketing Operations, Experience Intelligence, and Strategic Support & Execution. Outside of Customer Experience & Marketing Enablement, the Lead will interface with Therapeutic Area Leads, Sales and IT.

Essential Functions

• Strategy & Architecture: Ensure that MarTech architecture and execution support overarching business objectives and customer experience priorities, aligning with CX campaign strategies. Drive the evolution of our Marketing Technology, including Customer Data Platforms, decisioning engines, journey orchestration platforms, and campaign execution tools, to deliver personalization capabilities across multiple channels. Exhibit understanding of Adobe Marketing Cloud capabilities, identifying new system features needed and communicating system functionality and upgrades to the organization. Supports architecture and execution for the enterprise, including marketing, field, MAPA, CMR
• Data Driven Initiatives: Orchestrate the strategic direction and seamless execution of data-driven initiatives to enhance customer engagement and drive business growth. This involves analyzing market trends, customer behaviors, and competitive landscapes to identify opportunities for leveraging the Customer Data Platform (CDP) and Next Best Action (NBA) engine. Develop comprehensive strategies that encompass segmentation, targeting, and personalization techniques to deliver tailored experiences across various touchpoints. Implement initiatives that utilize the capabilities of the CDP and NBA engine to optimize customer interactions, drive conversions, and foster long-term loyalty, and ultimately enable contextual marketing strategies. Continuously refine and adapt strategies based on performance metrics and feedback, ensuring alignment with organizational goals and customer expectations. Work with cross-functional team members to activate
• Requirement Gathering & Campaign Execution: Collaborate with the Campaign Planning Team to define the requirements for new capabilities or tools to improve operational effectiveness. Lead teams in gathering and analyzing requirements for CX campaigns, overseeing the design, implementation, and integration of MarTech solutions, and directing the execution of CX campaigns across MarTech platforms. Ensure the effective execution of campaigns using Next Best Action (NBA) technologies to enhance customer engagement and business outcomes
• Team Leadership & Development: Provide leadership and guidance to a team of CX campaign specialists, MarTech architects, and execution experts, fostering a culture of innovation, collaboration, and continuous improvement. Develop the skills and capabilities of team members to drive excellence in CX campaign execution. Recruit, train, and manage a team of employees and contractors, supporting onboarding/training of Specialists & Campaign Planning Managers
• Collaboration & Resource Management: Collaborate with the Campaign Operations Lead to manage specialist work intake, deliverables, prioritize project deliverables/intake, and resource allocation. Create strategic and advisory interfaces to ensure coordination between vendors and Operations Specialists. Collaborate with cross-functional teams, including marketing, IT, and data analytics, to ensure alignment of CX campaign initiatives with broader business objectives, facilitate data integration, and drive a unified customer experience across touch points
• Stakeholder Communication & Vendor Management: Keep stakeholders informed of developments in the organization or changes to business processes that might impact campaign operations. Serve as an NNI interface with vendors who provide expert staff, managing contracting and budgeting. Partner closely to set vendor management and working norms defined from external best practices and internal benchmarks. Collaborate with brand, TA, and sales teams to support marketing and field channel execution
• Best Practices and Continuous Improvement: Own best practices for the Adobe platform and disseminate areas of continuous improvement information to the organization. Support the Director of Omnichannel CX Operations to establish KPIs, SLAs, and quality standards for campaign execution and cost management. Define and deliver all Campaign Operations Specialist responsibilities, optimizing campaign builds leveraging Campaign Management best practices
• Reporting & Documentation: Support departmental status and operational reporting and assist in the generation and distribution of standard and ad hoc reports specifically out of Adobe Campaign. Work with Campaign Planning Managers on the development of campaign learnings and share across the organization. Maintain documentation of business processes and artifacts required to support campaign operations and hand-offs to Campaign Operations Specialists and Campaign Quality teams to facilitate workflow. Provide direction on Campaign Operations procedures and guidance to optimize campaign builds, leveraging Campaign Management best practices. Define, document, and maintain business processes (work instructions, job aids, process swim lanes, project plan templates, etc.)

Physical Requirements

Hybrid Model: 3 days in office, 2 days remote.

10-20% overnight travel required.

Development of People

Ensure that reporting personnel have individual development plans (IDP), with annual goals and measurements that are consistent with the priorities of the business, and that interim reviews are held so that their work is focused on those priorities, and they understand their level of accountability for results and the measurement process.

Ensure that the IDP forms include completed learning and aspiration plans and are in place for all reporting personnel to enable the achievement of goals and capability to assume increased levels of responsibility.

Manage the application and communication of all Novo Nordisk policies, procedures, and Novo Nordisk Way.

Qualifications

• Bachelor’s degree in a Marketing, IT, Digital Marketing or related field required; advanced degree preferred
• 5+ years’ experience in a digital marketing delivery, database marketing, CRM, account management or related field with experience in implementation of marketing automation programs
• Minimum of three years working with customer data platforms (CDP’s) and marketing technology at a leadership level
• Knowledge of Next Best Action (NBA) technologies and their application in customer engagement
• Ability to lead CX use case development with multiple stakeholders from technology to marketing teams
• Foundation in understanding of Campaign Management and Personalization enablement platforms
• Prior hands-on experience with operational Campaign Management programs that involve data integration with digital channels
• 5 years of experience with Adobe Experience Cloud or Salesforce Cloud products or other marketing automation platforms
• Strong ability to manage multiple priorities and influence cross-functional stakeholders in a fast-paced environment
• Pharmaceutical industry experience preferred but not required
• Knowledge of Machine Learning and/or AI in the marketing domain is preferred but not required
• Previous Supervisory experience (FTE and contingent) is preferred

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.

Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.

If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.