Requisition ID 15422BR
Title Associate Manager - Patient RM Operations
Job Category Marketing
Job Description PURPOSE:
Build awareness of Novo Nordisk’s commitment to customer-centered care, as well as, foster ongoing relationships with consumers, patients and caregivers. Lead and project manage the execution of multi-channel, customer experience-oriented acquisition, conversion and retention programs and platforms under the direction of Patient Centric Strategy and Solutions (PCSS), Brand team and RM Agency.
RELATIONSHIPS:
Reports to the Associate Director, Patient Database and Relationship Marketing (RM) Operations; provides direct support to the Patient RM Brand Leads. The position interacts with multiple NNI internal functions, such as PCSS, Brand Managers, Marketing Operations, Customer Call Center, Legal and Regulatory, as well as external, operational vendor partners.
ESSENTIAL FUNCTIONS:
The role is responsible for managing the process for Patient RM campaign planning, development, execution and reporting/optimization; working closely with the Brand team, Agency and the PCSS group.
•Develops, with input from key stakeholders, the annual Patient RM campaign calendar for assigned area of responsibility (Brand, Franchise, Program, etc.), as well as individual campaign project plans and timelines.
•Ensures full alignment to the campaign plan and timeline, across internal and external stakeholders and partners
•Oversees, manages and directs agency and operational partners in the execution of digital and multi-channel, customer experience-oriented acquisition, conversion and retention strategies and tactics, working with various internal stakeholders and functions.
•Leads weekly operations status meetings; develops agenda and issues minutes with action items; maintains a running status update document
•Identifies and pro-actively follows-up on operational and campaign development issues; elevates as necessary to AD Patient Database & Operations
•Implements the campaigns and programs in the Appature Nexus marketing database platform (cloud-based, “point-and-click” tool with campaign management tool, data repository and reporting interface)
•Ensures campaign business rules are fully documented (via Appature Playbook) and approved by the aligned Brand Marketing Lead.
•Designs the campaign in the Appature Nexus campaign management tool
•Develops Segment and seed testing
•Manages target lists
•Manages Suppression files
•Ensures all tracking codes are correctly applied
•Sets up, and prepares for implementation, emails that are part of the campaigns within area of responsibility. Receives HTML email creative from agency, uploads to the email tool within Appature Nexus and conducts email deliverability tests.
•Develops surveys and landing pages connected to the campaigns when relevant, using the Appature Nexus tool.
•Works with the Campaign Integrity Manager to ensure campaigns are appropriately QA tested end-to-end, before going live
•Works with PCSS group, the Agency and the Commercial Effectiveness group to develop a comprehensive measurement and reporting plan; measuring campaign effectiveness and providing input to campaign optimization (lead generation media mix, fulfillment channel mix, cadence and messaging, etc.)
•Identifies and monitors relevant operational measurements and tracking in order to identify the operational effectiveness and accuracy of the campaigns. Pro-actively addresses any issues and gaps identified in the operational reporting and communicates this to AD Patient Database and Operations
KEY SUCCESS FACTORS: EDUCATION, EXPERIENCE, KNOWLEDGE AND SKILLS
•At least 5 years Patient Marketing, database marketing, CRM, marketing, account management, project management and/or other related roles required
•Possesses CRM technical and functional expertise in developing and integrating multi-channel campaigns, including experience with campaign management tool experience (Unica, Aprimo or similar) as well as email set up and execution
•Demonstrated project management skills to manage multi-faceted, complex CRM programs both internally and with external partners/suppliers.
•Experience operationalizing email marketing, direct mail, data entry, telemarketing (inbound and outbound) and digital marketing programs
•Pharmaceutical related experience either with a Pharmaceutical company or agency is preferred
•Possess analytical skills and the ability to run reports in business intelligence tools (Tableau, Cognos, Business Objects, etc.)
•Demonstrated strong communications, presentation and, relationship building skills with internal and external stakeholders. Experience managing third party data and fulfillment vendors, including database, teleservices, fulfillment, etc. vendors.
•Planning, Execution and Follow-Up-effectively prioritizes and spends his/her time and the time of others on what is important. Develops accurate short and long term plans, forecasting and business analysis. Ensures timely execution and follow-up. Meets deadlines. Anticipates problems and roadblocks to avoid crisis management.
Department DM - PC DATABASE & PROCESS OPS
Position Location US - Princeton, NJ
City Princeton
State/Provinces US - NJ
Degree Required Bachelor's Degree Required
Percent Travel 10 - 20%
Title Associate Manager - Patient RM Operations
Job Category Marketing
Job Description PURPOSE:
Build awareness of Novo Nordisk’s commitment to customer-centered care, as well as, foster ongoing relationships with consumers, patients and caregivers. Lead and project manage the execution of multi-channel, customer experience-oriented acquisition, conversion and retention programs and platforms under the direction of Patient Centric Strategy and Solutions (PCSS), Brand team and RM Agency.
RELATIONSHIPS:
Reports to the Associate Director, Patient Database and Relationship Marketing (RM) Operations; provides direct support to the Patient RM Brand Leads. The position interacts with multiple NNI internal functions, such as PCSS, Brand Managers, Marketing Operations, Customer Call Center, Legal and Regulatory, as well as external, operational vendor partners.
ESSENTIAL FUNCTIONS:
The role is responsible for managing the process for Patient RM campaign planning, development, execution and reporting/optimization; working closely with the Brand team, Agency and the PCSS group.
•Develops, with input from key stakeholders, the annual Patient RM campaign calendar for assigned area of responsibility (Brand, Franchise, Program, etc.), as well as individual campaign project plans and timelines.
•Ensures full alignment to the campaign plan and timeline, across internal and external stakeholders and partners
•Oversees, manages and directs agency and operational partners in the execution of digital and multi-channel, customer experience-oriented acquisition, conversion and retention strategies and tactics, working with various internal stakeholders and functions.
•Leads weekly operations status meetings; develops agenda and issues minutes with action items; maintains a running status update document
•Identifies and pro-actively follows-up on operational and campaign development issues; elevates as necessary to AD Patient Database & Operations
•Implements the campaigns and programs in the Appature Nexus marketing database platform (cloud-based, “point-and-click” tool with campaign management tool, data repository and reporting interface)
•Ensures campaign business rules are fully documented (via Appature Playbook) and approved by the aligned Brand Marketing Lead.
•Designs the campaign in the Appature Nexus campaign management tool
•Develops Segment and seed testing
•Manages target lists
•Manages Suppression files
•Ensures all tracking codes are correctly applied
•Sets up, and prepares for implementation, emails that are part of the campaigns within area of responsibility. Receives HTML email creative from agency, uploads to the email tool within Appature Nexus and conducts email deliverability tests.
•Develops surveys and landing pages connected to the campaigns when relevant, using the Appature Nexus tool.
•Works with the Campaign Integrity Manager to ensure campaigns are appropriately QA tested end-to-end, before going live
•Works with PCSS group, the Agency and the Commercial Effectiveness group to develop a comprehensive measurement and reporting plan; measuring campaign effectiveness and providing input to campaign optimization (lead generation media mix, fulfillment channel mix, cadence and messaging, etc.)
•Identifies and monitors relevant operational measurements and tracking in order to identify the operational effectiveness and accuracy of the campaigns. Pro-actively addresses any issues and gaps identified in the operational reporting and communicates this to AD Patient Database and Operations
KEY SUCCESS FACTORS: EDUCATION, EXPERIENCE, KNOWLEDGE AND SKILLS
•At least 5 years Patient Marketing, database marketing, CRM, marketing, account management, project management and/or other related roles required
•Possesses CRM technical and functional expertise in developing and integrating multi-channel campaigns, including experience with campaign management tool experience (Unica, Aprimo or similar) as well as email set up and execution
•Demonstrated project management skills to manage multi-faceted, complex CRM programs both internally and with external partners/suppliers.
•Experience operationalizing email marketing, direct mail, data entry, telemarketing (inbound and outbound) and digital marketing programs
•Pharmaceutical related experience either with a Pharmaceutical company or agency is preferred
•Possess analytical skills and the ability to run reports in business intelligence tools (Tableau, Cognos, Business Objects, etc.)
•Demonstrated strong communications, presentation and, relationship building skills with internal and external stakeholders. Experience managing third party data and fulfillment vendors, including database, teleservices, fulfillment, etc. vendors.
•Planning, Execution and Follow-Up-effectively prioritizes and spends his/her time and the time of others on what is important. Develops accurate short and long term plans, forecasting and business analysis. Ensures timely execution and follow-up. Meets deadlines. Anticipates problems and roadblocks to avoid crisis management.
Department DM - PC DATABASE & PROCESS OPS
Position Location US - Princeton, NJ
City Princeton
State/Provinces US - NJ
Degree Required Bachelor's Degree Required
Percent Travel 10 - 20%