Customer Engagement & Omnichannel Lead
Job Location:
Riyadh - Saudi Arabia
Monthly Salary:
Posted:
Application Deadline:
Vacancies:
Job Summary
Job Description Summary
In this exciting opportunity you will be responsible for leading designing and executing high-impact digital and customer engagement strategies across the organization. This role will ensure that all initiatives are aligned with Novartis global vision local market needs and compliance standards driving customer-centric transformation through data technology and innovation.#LI-Onsite
Job Description
Major accountabilities:
Design localize and implement omnichannel and digital strategies to enhance customer and patient engagement drive nonface-to-face capabilities and ensure compliance with corporate legal and quality standards.
Lead corporate digital governance and strategy serving as the point of contact for all digital initiatives overseeing content approvals and ensuring alignment with global frameworks and country regulations.
Partner with brand Commercial Excellence and cross-functional teams to co-create and execute engagement initiatives secure alignment and drive business impact.
Drive Launch Excellence and innovation initiatives ensuring successful launches of new solutions products or capabilities and continuous improvement in customer experience and engagement.
Map and optimize detailed customer and patient journeys identifying pain points and implementing digital data and AI-driven solutions to improve experience and health outcomes.
Lead the development of content strategy and governance establishing a content calendar and creation process using ICE methodology in collaboration with the content team and brand leads.
Foster digital transformation and cultural change by leading ICE champion networks conducting change workshops and building a customer-centric data-driven mindset across the organization.
Manage CRM systems and data excellence ensuring segmentation accuracy consent management data audits and seamless integration with marketing analytics and sales tools while training and supporting field force users.
Own and evolve the analytics and insights engine translating business needs into actionable dashboards KPIs and recommendations to enable data-driven decisions and business excellence.
Build external partnerships and monitor market dynamics (e.g. IQVIA Javelin BI/CRM providers) benchmarking competitor initiatives and exploring AI-powered opportunities to elevate engagement
Minimum Requirements:
3 years experience in Sales/Marketing Data Analytics Reporting or similar roles in Pharma/Healthcare.
Background in customer experience marketing or patient engagement within Pharma/Healthcare.
Strong stakeholder management skills; ability to challenge ideas across leadership levels.
Experience with data analytics BI tools and digital transformation highly desirable with practical knowledge of omnichannel platforms (CRM email automation digital marketing tools).
Skills Desired
Key Skills
- Business Development
- Employee Orientation
- Public Health
- Account Management
- VersionOne
- Conflict Management
- Project Management
- Relationship Management
- Team Management
- Customer relationship management
- Human Resources
- Public Speaking
About Company
Novartis is a global healthcare company based in Switzerland that provides solutions to the evolving needs of patients worldwide.
