Customer Experience Activation Manager
Customer Experience Activation Manager
Posted on :
21-06-2025
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1 Vacancy
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Job Description
Job Description Summary
As Customer Experience (CX) Activation Manager you will lead the implementation of the customer experience strategy by analysing data across customer touchpoint journeys coordinating content/asset creation touchpoints orchestration and supporting changes and adjustments of the customer experience strategic plan based on deep customer insights. Over time contribute to building maturity in customer experience and engagement capabilities across the organization.The role will be strongly collaborating with different functions of Innovation Business Excellence & Execution (IBEEM) Therapeutic Areas medical market access communication. Thus fostering the customer experience & digital transformation journey across the organization developing new engagement models capabilities and service
Job Description
Key responsibilities
Your responsibilities include but are not limited to:
- Accountable for increasing the effectiveness and efficiency of customer experience and engagement plans.
- Collecting and analyzing data from various customer touchpoints and transforming this data into actionable insights to continuously improve the overall experience in cooperation with the Integrated Business Insight team and the Marketing teams
- Collaborating with brand agency and technical teams to maximize the value of customer experience plans ensuring the coordination and creation of relevant content and assets aligned with the customer experience strategy.
- Successfully partner with internal and external stakeholder groups
- Personalize the customer experience strategic plan by linking it to the specific needs of customers in the target therapeutic area.
- Evaluating campaign performance to inform strategic planning and resource allocation.
- Experienced in using CX platforms and A/B testing methodology.
- Managing coordination and related processes of the Voice of Customer (VoC) and SalesForce Marketing Cloud platforms with internal & external stakeholders.
- Maximize customer engagement of Novartis portal by TA
Essential Requirements:
- University degree in a related field of expertise (STEM area preferred or Marketing).
- Italian and English on a fluent level
- Broad understanding and previous experience of working in/with other customer experience and engagement functions in healthcare/pharma (5 years)
- A track record of implementing and evaluating campaigns that address customer needs.
- Previous experience in data & insights generations and/ora Marketing is desirable
- Analytical and commercial mindset and project management skills.
- Ability to manage multiple stakeholders and influence across matrix.
- Demonstrated ability to leverage analytics and quantitative methods to analyse trends and develop impactful actionable customer insights.
- Solid understanding of KPIs and metrics with ability to translate them into actionable improvements of the customer experience plans.
- Knowledge of customer experience platforms (e.g. SalesForce VoC ..)
Skills Desired
Agility Analytical Thinking Brand Awareness Building Construction Business Analytics Cross-Functional Collaboration Digital Marketing Marketing Strategy Media Campaigns Sales Stakeholder Engagement Stakeholder Management Strategic Marketing Waterfall ModelRequired Experience:
Manager
Employment Type
Full-Time
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