Novartis
Customer Excellence Head
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Salary Range: £84,490.00 - £156,910.00
Job Description Summary #LI-Hybrid
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
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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 (Inactive)
- Agility (Inactive)
- Brand Analysis
- Brand Awareness
- Commercial Excellence
- Cross-Functional Collaboration
- Customer Engagement
- Customer Experience (CX)
- Customer Insights
- Data Strategies
- Digital Marketing
- Go-to-Market Strategies
- Healthcare Needs (Inactive)
- healthcare outcomes (Inactive)
- Influencing Skills
- Inspirational Leadership
- Marketing Strategies
- Media Campaigns
- People Management
- Product Launches
- Product Marketing
- Product Roadmap
- Return on Investment (ROI)
- Stakeholder Engagement
- Stakeholder Management
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Improving the lives of people living with disease takes more than innovative science. It takes a focus on the needs of people and a community committed to meeting them. It takes a team of people like you.
Working together. Learning together. Thriving together.
Discover how you can join us in changing people’s lives.
Novartis is aware of employment scams which make false use of our company name or leader’s names or recruiter’s names to defraud job seekers. Novartis does not make job offers without interview and never asks candidates for money. If you have encountered a job posting or been approached with a job offer that you suspect may be fraudulent, we strongly recommend you do not respond, send money or personal information. Novartis is not responsible for any claims, losses, damages, or expenses resulting from scams.
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