Customer Experience Manager

Job Description Summary

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: Bachelor's 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 $119,700 and $222,300 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, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.

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 to perform the essential functions of a position, please send an e-mail to us.reasonableaccommodations@novartis.com or call +1(877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Salary Range

Skills Desired