Director of NovoCare Brand & Consumer Membership

Director of Novo Care Brand & Consumer Membership

Facility:
Commercial Marketing

Location:

Plainsboro, NJ, US

Our Marketing & Patient Solutions 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 Novo Care is being built to become the enduring consumer relationship across Novo Nordisk's portfolio. The Director of Novo Care Brand & Consumer Membership will build and lead the team responsible for making that ambition real. This is a business leadership role spanning the Novo Care brand, membership, lifecycle engagement, and business ownership of its digital experience. Internally known as the Director of Novo Care Brand and Consumer Loyalty, you will set the direction, establish the operating model, build the team and scorecard, and be accountable for how these capabilities work together to create a differentiated consumer experience.

This is a rare opportunity to shape how a Novo Nordisk builds direct, lasting relationships with consumers at scale, bringing together brand, digital experience, CRM and membership to create a new standard for consumer engagement in healthcare.

Reports to the Senior Director of Consumer Model & Experience Strategy. This is a people-manager role leading a team that may include an Associate Director, Novo Care Mobile Business Owner; a Senior Manager, CRM Business Partner & Lifecycle Engagement; and a Senior Manager, Loyalty & Progress Engagement. Works with brand and therapeutic-area teams, MAPA, Omnichannel, IT and Digital, Legal, Compliance, Medical, Insights & Analytics, Finance, external loyalty and technology partners, and the wider Consumer Model & Experience Strategy team.

Essential Functions

• Set direction:
  Define Novo Care's brand, proposition and role relative to the brands: the durable consumer relationship that carries across launches.
• Team Leadership:
  Build and lead a high-performing team across product, CRM, and loyalty, establishing ways of working and a consumer-centric culture.
• Own performance:
  Define the unit scorecard - enrolled consumers, active members, engagement, retention and persistence, cost to serve - and own the results with leadership.
• Integrate the capabilities:
  Bring brand, app and web, CRM, membership and social into one consumer experience with one voice and one roadmap.
• Lead across brands:
  Agree operating rules with brand teams, resolve prioritization conflicts, and bring existing brand-level consumer programs into one Novo Care relationship.
• Own the digital experience as a business:
  Own outcomes, priorities and budget for the app and web experience.
• Protect trust:
  Ensure brand, membership and engagement programs run in full compliance with legal, regulatory and privacy requirements.
• Sharpen differentiation:
  Benchmark Novo Care's proposition and membership against consumer platforms and new direct-to-consumer entrants, and adjust.
• Competitive Differentiation:
  Keep a current view of competing consumer platforms and loyalty mod-els and sharpen Novo Care's differentiation accordingly.
• People Development and
  
  Coaching:
  
  Set clear individual expectations and development plans for each report, and provide regular coaching, feedback, and recognition.

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