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Customer Experience Manager
2 months ago
Are you passionate to drive decision-making processes, ensuring that our strategies are rooted in a deep understanding of customer needs and behaviours? Do you develop an end-to-end approach to strategy, focusing on every touchpoint that impacts our customers? If so, we want you to join our team as a Customer Experience Manager Read more and apply today for a life-changing career.
The Position
In this position, you will drive the customer engagement and experience strategy to boost satisfaction, commitment, and grow our customer base. You will lead change management within the commercial model and go-to-market strategy.
Furthermore, you will:
Deliver insights based on multiple data sources across channels to support the business strategy and priorities, including supporting other functions in executing effectively.
Oversee, analyse and communicate customer satisfaction data, market trends and other sources to guide strategic decisions about engagements.
Develop and implement a customer experience strategy to nurture and maintain strong customer relationships, ensuring overall customer satisfaction and retention.
Leverage data from multiple channels to understand and make recommendations on how to create better customer experiences using an omnichannel approach.
Actively engage with customers, field force and customer service to understand customer needs, address concerns, and identify opportunities to enhance their experience.
In close collaboration with stakeholders, develop and implement customer journeys and experiences to optimize business outcomes.
Qualifications
We are seeking a candidate with an MSc in Business Administration, Economics, Finance, or a related field and a minimum of 5 years of experience. The ideal candidate is a talented individual that has proven expertise in customer experience management especially in a hybrid go-to-market model.
In addition, you have:
Excellent communication and interpersonal skills, which are used to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback
Experience in placing the customer at the centre of decision-making and continuously strive to exceed their expectations, creating a powerful customer experience strategy
Emotional intelligence that enables you to navigate the emotions of both customers and team members, showing empathy when needed
Fluent English, both written and spoken, Danish language would be considered a plus
About the Department
The Customer Experience team is a newly established team in the Customer Engagement and Commercial Innovation department in Novo Nordisk Denmark, Ørestaden. The department’s goal is to optimize and innovate our commercial activities, always with the customer at the centre. The team will be tasked with modernizing our commercial model and go-to-market strategy based on data and insights from market and customers. We value trust, openness, an innovative spirit, and a lot of fun.
