Job Description Summary
As Customer Excellence Head, you will act as the execution engine for customer engagement success, ensuring best-in-class omnichannel orchestration, launch readiness, and content activation. You will drive excellence frameworks (ICE, IpEx, DRO) and enable high-impact customer journeys that improve engagement quality and business performance.

Key Responsibilities

• Lead omnichannel content activation and customer journey orchestration across CRM and marketing platforms
• Ensure readiness and execution of launch excellence processes including LRR
• Drive implementation of ICE, IpEx and DRO frameworks across teams
• Oversee meetings, congresses, and events logistics, vendors, and budget management
• Enable AI-driven field force planning and resource optimization
• Ensure One Brand Plan milestones and marketing excellence standards are executed
• Orchestrate patient and payer engagement frameworks across channels
• Partner with cross-functional stakeholders to enhance customer engagement and performance
• Ensure compliance, governance, and KPI tracking across all activities

Essential Requirements

• University degree in bioscience or business; advanced degree preferred
• 8–12+ years in customer excellence, commercial excellence or omnichannel roles in pharma
• Strong experience with CRM, marketing automation, and omnichannel orchestration
• Proven leadership experience managing cross-functional teams
• Experience in launch readiness and execution excellence
• Strong stakeholder management and communication skills
• Knowledge of compliance and regulatory environment
• Fluent in English; local language desirable

Why Novartis
We are reimagining medicine to improve and extend people’s lives. Join us to make a meaningful impact on patients while working in a collaborative, innovative environment.

Commitment to Diversity & Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Skills Desired

• Agility
• Agility
• Brand Analysis
• Brand Awareness
• Commercial Excellence
• Cross-Functional Collaboration
• Customer Engagement
• Customer Experience
• Customer Insights
• Data Strategy
• Digital Marketing
• Go-To-Market Strategy
• Healthcare Needs
• healthcare outcomes
• Influencing Skills
• Inspirational Leadership
• launch products
• Marketing Strategy
• Media Campaigns
• People Management
• Product Marketing
• Product Roadmap
• Return on Investment (ROI)
• Stakeholder Engagement
• Stakeholder Management