At a Glance
- Tasks: Lead CRM strategy and operations to enhance customer engagement and streamline processes.
- Company: Dynamic healthcare company focused on improving lives through innovative customer engagement.
- Benefits: Competitive salary, inclusive culture, professional growth, and impactful work.
- Other info: Opportunity to work with cutting-edge technology and cross-functional teams.
- Why this job: Shape the future of customer engagement while making a real difference in people's lives.
- Qualifications: Experience in CRM strategy, Veeva or Salesforce, and strong leadership skills required.
The predicted salary is between 56700 - 69300 £ per year.
As Customer Engagement Operations & CRM Lead, you will build the operational backbone that turns Customer Engagement strategy into scalable execution in the UK.
You will design the CRM strategy and roadmap, lead Veeva adoption and connect Customer Engagement, Marketing and Technology around one way of working.
Your impact will show in faster, clearer, better-coordinated customer interactions and stronger support for people living with serious chronic diseases.
What you’ll bring
You combine CRM strategy expertise with the ability to turn ideas into working processes that people actually use.
- A Bachelor’s degree in Business, Marketing, Technology, Digital, Data or a related discipline, or equivalent professional experience.
- Experience with Veeva CRM/Vault, Salesforce or comparable CRM and marketing automation platforms.
- Significant experience in CRM, customer engagement operations, commercial operations, marketing technology or omnichannel delivery, ideally within a regulated industry.
- Demonstrated experience designing and leading CRM strategy, platform adoption and business transformation across cross-functional teams.
- Proven ability to translate business strategy and user needs into operational processes, governance, technology requirements and prioritised roadmaps.
- Strong understanding of customer journey orchestration, marketing automation, segmentation and targeting, campaign operations, consent and data-enabled engagement.
- Strong programme, project and change leadership skills, including managing multiple workstreams, dependencies, stakeholders and delivery partners.
- An analytical, outcome-focused approach, with experience defining KPIs and using performance and adoption data to drive improvement.
- Excellent communication, influencing and facilitation skills, with credibility across Customer Engagement, Marketing, Medical, Sales, Data and Technology.
- People leadership experience, strong business process design and problem-solving capability, and high standards of execution.
- What you’ll do
You will set the pace and the standards for how Customer Engagement works, from the first brief to deployment and optimisation.
- Design and own the UK CRM strategy and roadmap, aligning platform priorities, business processes, data requirements and adoption plans with the Customer Engagement transformation programme.
- Lead UK adoption and value realisation for Veeva across Sales, Marketing, Medical, KAM and Customer Engagement, supported by governance, role clarity, training, change leadership and user support.
- Lead the operating model, governance and delivery rhythm for Customer Engagement, improving workflows, service levels, controls and decision forums to increase quality, speed and transparency.
- Translate customer and brand objectives into executable customer journeys, campaign workflows, audiences and channel plans, and own the deployment of CRM, marketing automation and omnichannel activity, including consent, testing, launch and optimisation.
- Define and monitor KPIs for operational performance, CRM adoption, channel execution and customer engagement quality, and use the insight to improve journeys, campaigns, processes and platform priorities.
- Lead and develop your team and matrix contributors, and ensure all activity meets governance, data privacy, consent, quality and regulatory requirements.
- Who you’ll work with
You will report directly to the Director, Customer Engagement and act with leadership in representing the Customer Engagement team on all CRM-related matters across International Operations.
You will work at the intersection of Customer Engagement, Marketing and Technology.
Your closest partners will be Digital Customer Engagement, Content & Campaigns, Commercial Excellence and Data, Insights & AI, as well as above-country teams, where you will shape requirements and prioritise the roadmap.
You will also work with external partners who bring specialist expertise and delivery quality.
Marketing defines brand priorities and customer objectives; Customer Engagement orchestrates execution, measurement and optimisation.
You will help make that split clear, so decisions are made quickly and teams know who owns what.
What you can expect here
You will take ownership of work that cuts across Customer Engagement, Marketing and Technology, giving you the chance to broaden your skills across the value chain and grow as a leader.
You will be trusted to make decisions, expected to deliver clear results, and supported by colleagues who give and receive honest feedback.
As Customer Engagement builds its capabilities in next-best-action, personalisation and AI-supported engagement, you will help shape how new technology is used in practice, and develop alongside it.
Start now
Your impact begins today.
If you are ready to design the CRM strategy and build the operations that bring it to life, apply for the Customer Engagement Operations & CRM Lead role by November 15, 2026.
Applications are reviewed on an ongoing basis, so we encourage you to apply as soon as possible.
We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
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CRM & Operations Lead employer: Novo Nordisk A/S
At Novo Nordisk, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Gatwick that fosters collaboration and innovation. Our commitment to employee growth is evident through abundant learning opportunities and a culture that values diverse perspectives, ensuring that every team member contributes to our mission of improving health for millions globally. Join us to be part of a legacy that not only focuses on defeating chronic diseases but also prioritises your career development and well-being.
StudySmarter Expert Advice🤫
We think this is how you could land CRM & Operations Lead
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Novo Nordisk A/S. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Novo Nordisk A/S before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM & Operations Lead
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Novo Nordisk A/S:Your cover letter is your chance to shine! Tell us why you want to work at Novo Nordisk A/S specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Novo Nordisk A/S!
How to prepare for a job interview at Novo Nordisk A/S
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
