Director, Customer Engagements & Operations (m/f/d)

 

 

   

Shape the future of customer excellence in one of our most important affiliates, where you'll challenge the status quo while delivering the analytical insights that drive strategic decision-making. This is a role for someone who thrives on asking the tough questions and backing them up with data that transforms how we compete and win in the German market.

 

Your new role

 

As Director Customer Engagement & Operations and member of the Germany Leadership Team, you'll lead the evolution of how we engage with customers across different channels in Germany. In close collaboration with commercial functions, you'll define "where to play and how to win" – generating critical insights that shape our commercial agenda while ensuring seamless execution across all customer touchpoints. This is where strategic vision meets operational excellence, and where your ability to challenge thinking while providing clear, data-driven guidance will directly impact our success.

 

Your responsibilities will include:

 

• Leading and continuously developing the Customer Engagement & Operations department, providing strategic planning and excellence in execution through innovative data-driven insights
• Proactively challenging and participating in deciding, designing and building the affiliate strategy and execution as part of the Germany Management Team
• Generating critical insights to shape our commercial agenda, foresee actions to mitigate uncertainty and maximize commercial opportunities
• Designing relevant recommendations in close collaboration with heads of commercial functions to adjust tactical plans based on data insights
• Leading the development and implementation of sales incentives aligned with business objectives to drive sales performance across various sales channels
• Orchestrating the advancement of the omnichannel strategy to seamlessly integrate digital and physical channels across different customer segments
• Overseeing customer care operations, capturing insights to drive personalization and optimization of the customer journey across channels
• Representing the business needs of Germany in relevant regional and global forums

 

 

Your skills & qualifications

 

We're looking for a strategic leader who combines deep market expertise with the courage to challenge and the analytical rigor to drive customer excellence. You'll bring with you:

• Master's degree in Business Administration, Economics, Marketing, Data Analytics or a related field
• In-depth understanding of the German pharmaceutical market and its dynamics within the pharmaceutical industry
• Proven experience in leadership positions, particularly in managing interdisciplinary teams and developing business strategies
• Experience in leading customer excellence with a focus on achieving strategic business objectives

   

• Strong understanding of strategic planning, performance metrics, and operational optimization

   

• Analytical mindset with a sense of urgency to make data-driven decisions and derive actionable insights that drive strategic success

   

• Excellent leadership skills including the ability to lead and motivate employees, delegate effectively, and build high-performing teams

   

• Excellent communication and collaboration skills, with the ability to work effectively with cross-functional teams and challenge constructively

• Fluency in German and English

   

 

 

Your new department

 

As part of International Operations, you will join our largest operational unit. Covering 194 countries and 95% of the world's population, more than 18,000 of us work passionately to serve 35 million patients each day. With a promise to outperform the competition, we continue to be the growth driver for Novo Nordisk, and to improve health at scale across the globe.

 

The German affiliate is part of Region Europe and Canada (EUCAN) and represents one of our most important markets. As Head of Customer Engagement & Operations, you'll report directly to the General Manager and be a member of the Novo Nordisk Germany Leadership Team, co-driving various regional projects. Your function plays a pivotal role in informing the commercial agenda and ensuring we maintain our competitive edge through data-driven excellence and customer-centric innovation.

 

This position is based in Mainz, Germany. Regular on-site presence is required.

 

 

Working at Novo Nordisk

 

Every day we seek the solutions that defeat serious chronic diseases. To do this, we approach our work with determination, constant curiosity and a commitment to finding better ways forward. For over 100 years, this dedication has driven us to build a company focused on lasting change for long-term health. One where diverse thinking, shared purpose and mutual respect come together to create extraordinary results. When you join us, you're not just starting a job – you're becoming part of a story that spans generations.

 

Contact details

 

Are you interested in this exciting position? Then we look forward to receiving your online application. The Talent Acquisition Team will contact you shortly afterwards.

 

Application deadline

 

The application deadline is 20 March 2026. Please apply promptly via our online portal, as interviews are conducted on an ongoing basis.

Following the application deadline, virtual interviews and further on-site interviews will take place at our location in Mainz.

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 preventing 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.