Customer Excellence Lead

Description du poste:

Job Description SummaryThe Customer Excellence lead and its pillar team serve as the execution engine for customer engagement success, ensuring that launches readiness reviews are strategically planned, content is activated across channels, and customer engagement is orchestrated with precision. It oversees frameworks like ICE, IpEx to drive consistent excellence across teams.

Job Description

Responsibilities:
* Lead the Customer Excellence agenda, ensuring a seamless omnichannel experience for healthcare professionals, payers, and patients through data-driven customer journeys and engagement strategies.
* Drive content activation and channel orchestration across CRM, SFMC, and customer engagement platforms, ensuring the right content reaches the right stakeholder at the right time.
* Champion Marketing Excellence by embedding best-in-class standards, governance, and execution of the One Brand Plan framework to strengthen commercial capabilities and business performance.
* Oversee Launch Excellence processes, partnering with local, regional, and global teams to ensure launch readiness and flawless execution of strategic product launches.
* Generate customer, payer, and patient insights that translate into actionable recommendations, improving engagement effectiveness and supporting business decision-making.
* Lead the deployment and continuous improvement of personalized and omnichannel patient engagement frameworks, ensuring exceptional patient experiences throughout the journey.
* Direct governance and operational excellence for Patient Support Programs (PSPs) and Patient-Oriented Programs (POPs), ensuring compliance, sustainability, and measurable impact.
* Partner with Compliance, Legal, Medical, Value & Access, Procurement, Data Privacy, Patient Safety, and external service providers to ensure operational excellence and adherence to regulatory standards.
* Define and monitor performance indicators, dashboards, and analytics to identify opportunities, optimize processes, and maximize business outcomes.
* Build, inspire, and develop high-performing teams, fostering a culture of innovation, collaboration, accountability, and continuous improvement aligned with Novartis Values & Behaviors.

Ideal Candidate Profile:

* Bachelor's degree in Business, Marketing, Life Sciences, Healthcare, or a related field; advanced degree (MBA or equivalent) preferred.
* Significant experience in the pharmaceutical, biotechnology, healthcare, or related industry, with strong exposure to Commercial, Marketing, Customer Engagement, Patient Services, Value & Access, or Medical Affairs.
* Proven track record leading omnichannel customer engagement strategies, CRM-enabled programs, customer journeys, and digital transformation initiatives.
* Deep understanding of commercial excellence, customer experience, marketing operations, launch readiness, and cross-functional business planning.
* Experience leading Patient Support Programs (PSPs), patient services, patient engagement initiatives, or healthcare solutions programs within a highly regulated environment.
* Strong knowledge of compliance, regulatory requirements, data privacy, pharmacovigilance, and governance frameworks applicable to the pharmaceutical industry.
* Demonstrated ability to translate data, customer insights, and performance metrics into actionable business strategies and measurable outcomes.
* Experience managing complex stakeholder ecosystems, influencing senior leaders, and driving alignment across Commercial, Medical, Value & Access, Compliance, Legal, Procurement, Patient Safety, and external partners.
* Strong project, change, and operational management skills with the ability to lead multiple strategic initiatives simultaneously.
* Excellent communication, presentation, and leadership capabilities with the ability to inspire teams and drive organizational transformation.
* Fluent in English.

Skills DesiredCross-Functional Work, Customer Engagement, Customer Experience (CX), Customer Insights, Data Analytics, Data Strategies, Digital Marketing, Marketing Strategies, Media Campaigns, Product Marketing, Speed and Agility Training (Inactive), Stakeholder Engagement, Stakeholder Management, Waterfall Model