Customer Excellence & Insights Senior Manager

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Your impact begins here

As Customer Excellence & Insights Senior Manager, you will establish and lead Customer Excellence as a strategic capability for Novo in Portugal. You will connect consumer, customer, competitive and market insights with customer journey orchestration, omnichannel engagement and commercial effectiveness, translating intelligence into clear priorities, better decisions and measurable impact.

Leading a dedicated team and working closely with Marketing, Sales and Medical, you will help shape how Novo understands, engages and creates value for its customers.

What you’ll bring

To succeed in this role, you will bring:

• A Master’s degree or equivalent in Business, Marketing, Life Sciences, Economics, Digital Technologies or a related discipline.
• Experience designing, orchestrating or optimising customer journeys across multiple channels and touchpoints.
• At least 7 years of relevant experience in customer engagement, customer experience, omnichannel or digital marketing, commercial excellence or related commercial roles.
• Demonstrated people leadership experience, including leading, coaching and developing direct reports.
• Proven experience driving customer engagement, customer experience, omnichannel marketing, commercial excellence or digital transformation initiatives, with strong engagement outcomes with customers.
• A strong track record of influencing and leading cross-functional teams in a matrix organisation, and gaining consensus across varied teams.
• Experience translating customer insights and analytics into business recommendations and measurable outcomes.
• Strong commercial understanding and a passion for content excellence, customer experience and customer centricity.
• Excellent communication, storytelling and stakeholder engagement skills, with the ability to translate complex insights into compelling recommendations and influence senior stakeholders.
• A proactive, accountable approach: you take ownership of personal and team targets and make things happen.

Useful, but not essential:

• Experience in the pharmaceutical or healthcare industry, or as a service provider to it.
• Understanding of medical in pharmaceutical industry.
• Experience delivering customer content experiences and omnichannel or digital customer engagement at local level.
• An understanding of traditional and non-traditional consumer marketing channels.

What you’ll do

Owning the integrated consumer, customer, competitive and commercial insights agenda, transforming data and intelligence into clear business recommendations and affiliate priorities

in Portugal and focus on:

• Defining and delivering the Portugal Customer Excellence strategy, roadmap and operating model, with governance and standards across journeys, channels, content, education and insights.
• Orchestrating customer journeys that connect digital, personal and educational touchpoints, using segmentation and customer insight to reach more customers and deepen engagement.
• Leading omnichannel excellence: setting direction and priorities for channels and platforms, tracking KPIs and dashboards, and using test-and-learn to improve every interaction.
• Orchestrating content and educational engagement in partnership with Marketing, Medical and external stakeholders, ensuring relevant, personalised and scalable experiences that deliver measurable customer value.
• Owning the integrated consumer, customer, competitive and commercial insights agenda, and setting an insight-to-action rhythm that leads to clear decisions, owners and actions.
• Leading and developing your team, building capability across the affiliate and representing Portugal in regional and global Customer Excellence communities.

Who you’ll work with

You will join the Marketing team in Portugal alongside Brand, Consumer and Strategic Partnerships colleagues, reporting to the Associate Director Marketing. You will establish and lead the Customer Excellence & Insights sub-department, managing two direct reports and shaping how customer journeys, omnichannel engagement, content excellence and insights drive customer experience, commercial execution and business growth. Working across Marketing, Sales and Medical, and in partnership with multiple affiliate functions and external stakeholders, you will help transform customer understanding into measurable impact.

Your scope is Portugal, with a voice in regional and global communities. You will c reate clarity on priorities, challenge constructively and help teams move from insight to action at pace.

What you can expect here

You will lead a function with a clear mandate to establish Customer Excellence as a strategic capability. You will have room to bring your expertise, make your voice heard and shape how Novo engages customers in Portugal, and you will be supported to perform at your best.

The role offers opportunities to grow through leading a team, working across functions and learning from regional and global colleagues, alongside relevant learning offerings. Clear performance expectations and a culture that recognises results mean your contribution is visible.

What We Offer

There is, of course, more on offer here than the uniqueness of our culture and the extraordinary results we produce. Being part of a global healthcare company means opportunities to learn and develop are all around us, while our benefits are designed with your career and life stage in mind.

• Salary: For this role, the Annual Base Salary ranges from 67,460.00 y 111,310.00 EUR, corresponding to the level of the position. The placement within the salary range will be assessed during the recruitment process based on the candidate’s skills, competencies, knowledge, and relevant experience. Further details to be shared during the recruitment process.

• Incentives and Benefits: The salary package may include short-term and/or long-term incentives as well as other employee benefits based on position level, location, functional area and relevant market benchmarks.

Learn more about our Reward Philosophy here .

Start now

Your impact begins today. If you are ready to turn customer understanding into measurable progress in Portugal, apply for the Customer Excellence & Insights Senior Manager role by 30 October . Applications are reviewed on an ongoing basis, so we encourage you to apply as soon as possible.