Associate Customer Data Platform Product Owner Director

Job description

About the Department 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 The purpose of the Associate CDP (Customer Data Platform) Product Owner Director is to ensure that marketing technology architecture and execution align with business objectives and customer experience priorities. This role supports both the HCP and Patient lines of business across marketing technology strategy, architecture, and campaign execution. 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 Associate CDP Product Owner Director, reports directly into the Director of CX Architecture & Automation, 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. [AL1.1] 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 10-20% overnight travel required. Qualifications Bachelors degree in a Marketing, IT, Digital Marketing or related field required; advanced degree preferred 8+ years’ total marketing experience required; advanced degree may substitute for 2 years’ experience 5+ years’ experience in a digital marketing delivery, database marketing, CRM, account management or related 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 The base compensation range for this position is $180,000 to $210,000. Base compensation is determined based on a number of factors. This position is also eligible for a company bonus based on individual and company performance. Novo Nordisk offers long-term incentive compensation and or company vehicles depending on the position's level or other company factors. Employees are also eligible to participate in Company employee benefit programs including medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; employee assistance program; tuition reimbursement program; and voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance. The Company also offers time off pursuant to its sick time policy, flex-able vacation policy, and parental leave policy. We commit to an inclusive recruitment process and equality of opportunity for all our job applicants. At Novo Nordisk, we're not chasing quick fixes – we're creating lasting change for long-term health. For over 100 years, we've been driven by a single purpose: to defeat serious chronic diseases and help millions of people live healthier lives. This dedication fuels our constant curiosity and inspires us to push the boundaries of what's possible in healthcare. We embrace diverse perspectives, seek out bold ideas, and build partnerships rooted in shared purpose. Together, we're making healthcare more accessible, treating and defeating diseases, and pioneering solutions that create change spanning generations. When you join us, you become part of something bigger – a legacy of impact that reaches far beyond today. 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.