Customer Experience & Engagement Lead
Customer Experience & Engagement Lead
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1 Vacancy
Job Description
Job Description Summary
Location: Amsterdam#LI-hybrid
Job Description
About the Role:
As the Customer Experience & Engagement Lead you will be responsible for building a center of excellence for commercial and medical excellence. Your focus will be on insight generation customer engagement analysis business planning and developing high-performing analytical capabilities for the teams.
Key Responsibilities:
Develop and implement innovative solutions to enhance commercial & medical KPIs and achieve revenue growth targets
Consistently measure and monitor external competitiveness and internal performance (e.g. market share benchmarks audits)
Support Therapeutic Area teams and medical units in planning and execution of business processes
Collaborate with the Digital function to generate insights from CRM digital initiatives and patient journeys
Ensure compliance and implementation of business rules/processes for Customer Data Management (CRM)
Coach train and develop team members in the Experience & Engagement unit
Foster a ONE Novartis culture: build diverse agile and high-performing teams
Your Profile :
Completed higher education (Bachelors or Masters degree) Fe Business administration.
Proven experience in the pharmaceutical industry and/ or consultancy background
Proven track record in business insights and analytics
Experience leading marketing/medical strategy using large data sets algorithms and modeling
Demonstrated ability to integrate data analysis into strategic planning
Strong leadership skills including leading without authority and managing cross-functional teams
Experience in multi-stakeholder collaboration and matrix environments
Excellent English skills; Dutch is a plus
Demonstrate an agile mindset by setting clear priorities collaborating openly and using feedback to make step-by-step improvements reflecting the core elements of Agile culture within the Dutch organization.
Key Performance Indicators:
Implementation of innovative solutions to improve KPIs and revenue
Productivity and competitiveness gains (internal/external benchmarks)
Improved time-to-delivery and customer satisfaction
Number and success of prioritized projects and adaptive business planning
Enhanced data and insight generation across all teams
Skills Desired
Agility Cross-Functional Collaboration Customer Engagement Customer Experience Customer Insights Data Analytics Data Strategy Digital Marketing Marketing Strategy Media Campaigns Product Marketing Stakeholder Engagement Stakeholder Management Waterfall ModelEmployment Type
Full-Time
