Job Description Summary

Job Description

Major Accountabilities

1. Strategic Business Ownership

• Lead the commercial strategy and execution for the assigned disease area ensuring delivery of sales and profitability within agreed budgets setting and other brand specific KPIs.
• Own full P&L responsibility including budget planning resource allocation and financial forecasting.

2. Patient Journey Design

• Gather and validate customer insights build the customer journey and identifying key moments that matter to guide engagement communication strategy.
• Gain a deep understanding of customer needs to co-create solutions.
• Mobilize resources/expertise and with decision authority to manage pain-points and remove roadblocks along customer journey in respective therapeutic area.

3. Omnichannel Strategy Execution & Team Enablement

Omnichannel Engagement Strategy & Execution

• Design and execute omnichannel engagement plans enable better and faster customer engagement and outcomes.
• Operationalize the customer experience vision across all touchpoints.
• Lead the 360 customer segmentation process to inform channel mix content personalization and engagement tactics.
• Identify engagement gaps and opportunities for deeper customer connection and continuously evaluate channel mix effectiveness and recommend improvements.
• Drive initiatives that address pain points and enhance the overall experience across omnichannel touchpoints.
• Pilot emerging technologies (AI virtual reality etc.) to enhance engagement and differentiate Novartis customer experience.
• Align and mobilize cross-functional teams to ensure seamless execution of Omnichannel Engagement Strategy.
• Work closely with peers and other functions to optimize omnichannel operations.
• Set and agree appropriate KPIs and demonstrate progress against these measures to the team.
• Manage project delivery as required: project management and planning resourcing vendor selection if required configuration or build platform roll-out testing and user adoption / training.
• Develop own and monitor the local Omnichannel platform roadmap in collaboration with other BE&E functions.

Customer Experience & Feedback

• Continuously assessing Customer Experience based on customer feedback and suggestions.
• Build a strong regional and global network to leverage and share best practice. Decides on Customer engagement journey and Morocco Customer experience.
• Grow digital acumen and customer experience capability and omnichannel within the team.
• Work closely with regional and global team to operationalize customer engagement and experience vision on local level represent Morocco priorities and interests with regional and global counterparts including NGE / CE&E.

Technology & Platform Integration

• Ensure integration of CRM marketing automation and content platforms to optimize engagement and personalization.
• Leverage selected omnichannel platforms including ShamanGO (for launchpad and RTE editing and localization) Salesforce Marketing Cloud (for Mass mail) Orchestrate HCP portal consent and others to be agreed across BE&E to drive Omnichannel Engagement strategy.
• Provide analytics support to customer engagement team.
• Content & Specialist Enablement
• Own the creation localization and deployment of scientific and promotional content across channels.
• Ensure Omnichannel Engagement Specialist readiness by aligning on product strategy competitive landscape tactical messaging and omnichannel engagement plan.
• Support Omnichannel Engagement Specialists training and enablement initiatives to maximize field impact and consistency in omnichannel customer interactions.

Stakeholder Engagement

• Act as the central point of contact for top medical societies and own the engagement plan fostering long-term partnerships and trust.

4. Market Insights & Intelligence

• Lead market research initiatives to uncover customer needs channel preferences and behavioral shifts.
• Translate insights into actionable recommendations for brand teams.
• Champion a customer-first mindset by continuously assessing and improving HCP satisfaction.
• Lead feedback mechanisms (surveys interviews analytics) to capture voice of customer.
• Monitor market trends competitor activities and regulatory changes to inform strategy and anticipate risks.

5. Performance Management & Governance

• Leverage analytics dashboards to track KPIs related to business performance omnichannel engagement and campaign ROI.
• Coordinate with supply chain team to ensure product availability and meet/exceed CPO forecast accuracy.
• Ensure full compliance with Novartis Code of Conduct local regulatory requirements and pharmacovigilance standards.
• Establish governance frameworks for omnichannel execution ensuring consistency quality and compliance.
• Identify and mitigate risks related to digital engagement data privacy and reputational impact.
• Serve as a key point of contact for audits reviews and internal governance processes.

6. Talent Development & Culture Building

• Successfully lead the team managing all people-management-related processes (recruiting performance management coaching). Identify and build key capabilities talent pipeline and ensure proper development of assigned people.
• Lead coach and develop a high-performing omnichannel engagement team ensuring alignment with strategic objectives and excellence in execution.
• Drive a culture of accountability empowerment and continuous learning and nurture Novartis values & behaviors.
• Promote diversity equity and inclusion (DEI) across all team activities and leadership practices.

Education:

• Bachelors degree in Life Sciences Pharmacy Business or Marketing. Advanced degree MBA masters in digital marketing is a strong asset.

Languages:

• Fluent in English (written and spoken).

• Proficiency in French and Arabic is essential for effective local market engagement.

Experience/Professional

Requirement:

• 5 to 8 years of experience in pharmaceutical sales marketing customer engagement or leading a franchise/business unit.
• Strong knowledge of Moroccos healthcare landscape and healthcare professional (HCP) engagement dynamics.
• Minimum of 2 to 3 years of people management experience is essential.
• Experience in marketing management digital marketing omnichannel strategy digital platforms Data and analytics management is highly desirable. Proven success in managing product portfolios life cycle and leading cross-functional teams. Strategic stakeholder management experience is a must.

Skills Desired