Customer Performance Lead

You see patterns where others see spreadsheets. You turn data into conversations, and conversations into commercial momentum. If that sounds like you, our team is looking for its new Customer Performance Lead!

Your new role

As Customer Performance Lead, you will be the person who connects customer engagement activity to measurable commercial outcomes. You will design the frameworks, KPIs and insights that help our UK commercial teams engage smarter, sell better and deliver more for patients.

Day-to-day your tasks will include:

• Sales performance measurement: Setting and managing the frontline field sales performance measurement frameworks that keep our teams aligned with customer engagement goals, and implementing the systems that evaluate sales efforts across lead conversion rates, customer acquisition costs and sales volume.
• Commercial excellence: Designing and managing incentive programmes that drive optimal sales performance and customer engagement in line with Global and Regional guardrails, establishing and clearly communicating commercial excellence performance criteria to foster accountability and motivation across sales teams, and shaping engagement plans across all channels so sales teams and channel leads have clear customer targets aligned to the customer engagement strategy.
• Performance monitoring and analysis: Developing and implementing the KPIs that measure the success of our customer engagement initiatives and align them with UK business objectives, while continuously monitoring engagement metrics – customer feedback, behaviour patterns and interaction history – to assess the effectiveness of our strategies.
• Channel and data insights: Tracking performance across commercial, digital and medical channels, partnering with Customer Engagement Leads to embed customer profiling, tagging and segmentation in our internal systems, and using advanced analytics to surface trends, opportunities and clear recommendations for action.
• Testing and optimisation: Designing and running A/B tests and other experimentation methodologies to evaluate the impact of engagement and sales tactics, and translating the results into sharper strategies and confident recommendations for UK leadership.
• Technology and collaboration: Partnering with the Data & AI Strategy Lead to inform future data capabilities, leveraging CRM tools and analytics platforms such as Tableau and Power BI, and working hand-in-hand with Marketing, Sales, Medical Affairs, Finance and Regional Managers to align performance frameworks with wider business priorities.
• Coaching and culture: Championing a culture of data-driven decision-making and continuous improvement by coaching colleagues on performance measurement best practices, sharing insights across teams and embedding accountability for results.

Your new department

You will join the UK Customer Engagement – the bridge between the business and customers. The team drives commercial excellence through consistent, high-quality interactions that deliver measurable business outcomes. We lead digital customer engagement, using channels, analytics and automation to personalise reach at scale, create educational content and continuously refine messaging and offerings using customer and performance data.

The UK affiliate is part of International Operations, Novo Nordisk’s 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.

Your skills & qualifications

We are looking for an analytical and commercially curious professional who can translate complex data into strategies that energise sales teams and deepen customer relationships. To succeed in this role, you will bring:

• A minimum of 5 years' experience in commercial excellence, ideally within pharmaceuticals, healthcare or another regulated, customer-led industry.
• A Bachelor's degree in Marketing, Business Administration, Data Analytics or a related field.
• Proven experience setting and managing performance measurement systems across customer engagement, sales and multi-channel initiatives, with strong analytical skills and the ability to convert insights into action.
• Hands-on experience with CRM systems, analytics tools and data visualisation software such as Tableau or Power BI; familiarity with performance measurement methodologies across digital, commercial and medical channels is a plus.
• Excellent communication and interpersonal skills, with the confidence to engage senior stakeholders and influence cross-functional teams including Sales, Marketing, Medical Affairs, Finance and Communications.

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.

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.