Customer Engagement Platforms Lead

Department : Customer Relationship Management (CRM)
We are looking for an experienced Customer Engagement Platforms Lead to support the fast:growing Indian affiliate. India is one of the fastest growing economies in the world and is also one of the most dynamic and complex market in the Region APAC (Asia Pacific). While it offers unique opportunities for impacting the business, it will also support in accelerating your personal development. Apply now
The position
As a Customer Engagement Platforms Lead you will be responsible for the operations of new platform which will be a key enabler for field force engagement and for the other functions including medical, market access and marketing as an integrated CRM system. Ownership of Commercial Data Platform which integrates all Customer Engagement data and Commercial data. Data Stewardship and maintain MDM solution to manage HCP golden card and ensure seamless data integration across platforms. Work on identifying data, system gaps and actively work with Go:Cart team to mitigate the gaps by initiating short:term projects. Closely collaborate with commercial effectiveness teams in the affiliates for day:day operational needs and process development of the new CRM platform. Will be responsible for driving continued adoption of the systems and business processes alignment. Furthermore, you will be responsible for :
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Support the new customer engagement journey within India in collaboration with MCE/Marketing/Medical/Market Access units.
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Define and Drive Operational governance for Customer Engagement Platforms and data in collaboration with Cross:Functions.
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Close collaboration with Digital Data and IT teams in maintaining existing systems and identifying future use cases for maturity of Customer Engagement platform ecosystem.
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Ensure the effective training and capability buildings within the organization around CRM, for affiliate teams.
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Engage with stakeholders across India to anchor new processes and competencies.
You will champion the continued improvement of the system and business processes to drive continuous process alignment, partnering with affiliates (cross:functional teams) to understand and manage needs which includes process ownership and governance.
Qualifications
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B.Tech or Degree in Computer Science, or a related quantitative field.
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Hands:on experience with Admin and Operations around Salesforce based CRM tools like IQVIA OCE with a good knowledge.
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Good understanding of Salesforce (OCE) data model.
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Excellent analytical and problem:solving skills and ability to work with copious amounts of information to see "bigger picture ".
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Passion, drive and confidence to work within technical and business teams in a collaborative, creative way.
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Extensive experience in developing intuitive and attractive, static and interactive data visualizations using both internal company datasets and external datasets.
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Knowledge of graphics and visualization tools such as Adobe CS 5 Suite incl. Illustrator, Photoshop, InDesign, Flash etc.
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Good understanding of database design, modelling for data warehouse.
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Good understanding of Scripting (PL SQL, stored procedure etc.).
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Exposure to Python or R would be an added advantage.
About the department
Novo Nordisk is a Denmark based multinational with leadership in diabetes. Novo Nordisk India affiliate office is in Bangalore and has more than 1400 people working across the country in various functions. The BI Analyst reports directly to the
Manager : CRM and Data Science.
Working at Novo Nordisk
Novo Nordisk is a leading global healthcare company with a 100:year legacy of driving change to defeat serious chronic diseases. Building on our strong legacy within diabetes, we are growing massively and expanding our commitment, reaching millions around the world and impacting more than 40 million patient lives daily. All of this has made us one of
Job Type: Permanent