Customer Experience Manager

Band

Level 4

Job Description Summary

#LI-Hybrid
Join Novartis as a Customer Experience Manager in our Integrated Marketing Organization where youll find growth opportunities including cross-functional careers diverse learning programs and an in-house marketplace for rotations and projects. In this exciting role youll orchestrate customer experiences ensuring marketing assets deploy as planned per the Customer Experience Plan. This role requires strong collaboration with project owners across Marketing Strategy HCP Education PR/Comms/Patient Engagement Media CoE Product (MarTech) Marketing Operations and Data Insights and Analytics.

This position is based in East Hanover NJ and will not have the ability to be located remotely. Please note that this role would not provide relocation and only local candidates will be considered. This position will require up to 5% travel as defined by the business (domestic and/or international).

Job Description

Key Responsibilities:

• Ensuring feasibility and appropriateness of proposed programs and tactics vis-a-vis the Experience Plan including application of channel/digital best practices
• Overseeing tactical deployments across HCP and patient marketing programs across channels ensuring project leads agencies and deployment teams (e.g. digital IT) deliver on Experience Plans (air traffic control)
• Autonomously lead efficient status meetings across extensive stakeholder base and ensure follow through on decisions/next steps (internal and external partners)
• Proactively ensure plans can be activated on time and within enterprise processes/ways of working
• Support Customer Experience and Optimization teammates in preparing for Experience Optimization Rooms (EORs) enabling increased marketing effectiveness; follow up with stakeholders to ensure pull through of EOR decisions
• Support all internal discussions where CX expertise is needed
• Ensure websites are built to meet the needs as outlined in the Experience Plan
• Support CXP&O functions in tactical planning and implementation as needed
• Consult with Product Management (MarTech) as they standardize solutions (e.g. web CMS social platforms Field CRM database marketing)
• Execute HCP non-personal promotion target list refreshes as needed

Essential Requirements:

• Education: Bachelors degree required
• 3 years experience working in digital managing multi-channel/cross-channel media execution
• Curiosity to explore new and innovative marketing solutions and platforms
• Ability to build relationships collaborate and influence across a matrix organization
• Demonstrated prioritization and organizational skills as well as the ability to work on complex processes procedures or solutions
• Administrative management skills including planning organization operational decision making and analysis
• Proven experience in working with others to achieve organizational objectives including the ability to anticipate and adapt own and or/work group tactics to support changing business needs. Ability to collaborate with cross-functional internal and external teams towards effective execution including proactively troubleshooting with a solutions-oriented mindset
• Demonstrated strong oral/written communication project management analytical acumen and strong program management skills

Desirable Requirements:

• Experience in a regulated industry (pharmaceutical financial etc.)

Novartis Compensation Summary: The salary for this position is expected to range between $119700 and $222300 per year. The final salary offered is determined based on factors like but not limited to relevant skills and experience and upon joining Novartis will be reviewed periodically. Novartis may change the published salary range based on company and market factors. Your compensation will include a performance-based cash incentive and depending on the level of the role eligibility to be considered for annual equity awards. US-based eligible employees will receive a comprehensive benefits package that includes health life and disability benefits a 401(k) with company contribution and match and a variety of other benefits. In addition employees are eligible for a generous time off package including vacation personal days holidays and other leaves.

EEO Statement:

The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment hiring training promotion or other employment practices for reasons of race color religion gender national origin age sexual orientation gender identity or expression marital or veteran status disability or any other legally protected status. We strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Accessibility and reasonable accommodations

The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If because of a medical condition or disability you need a reasonable accommodation for any part of the application process or in order to perform the essential functions of a position please send an e-mail to call 1 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Range

$119700.00 - $222300.00

Skills Desired

Agility Asset Management Commercial Excellence Cross-Functional Collaboration Customer Orientation Digital Marketing Healthcare Sector Understanding Influencing Skills Marketing Strategy Negotiation Skills Operational Excellence Priority Disease Areas Expertise Product Lifecycle Management (PLM) Product Marketing Product Strategy Stakeholder Engagement Stakeholder Management Strategic Partnerships