Customer Experience Manager
Novartis Farmacéutica, S.A.
Barcelona, Spain
hace 12 horas

Job Description

Customer Experience Manager

90 - is the percentage of our portfolio assets that are potentially first in class / first in indication with 80% addressing areas of unmet medical need.

This demonstrates the innovation power of Novartis. As Customer Experience Manager you will define product strategy in agreement with local management and global marketing department, and implement supporting tactical plans / projects

Your responsibilities include, but not limited to :

  • Develop brand strategy, promotional campaigns and tactical plans within marketing budgets
  • Owner of customer experience journeys who manages end-to-end customer experience
  • Develops high-level customer experience roadmap : set prioritization rules based on appropriate segmentation and develop guidelines and roadmap of improving customer experience
  • Owner of Omnichannel communication plans to drive best in class Customer experience in each marketing event incorporating brand and above brand elements collaborating really closely with the Brand managers and Content Expert.
  • Integrates external / internal insights : Collects customer segment data and information from different channels (e.g. Sales team feedback, social media and market trends, internal dashboards, CRM, NPS scores etc.
  • to feedback Brand Teams & optimize customer experience

  • Maximize Customer Satisfaction & Customer Engagement
  • Contact point of customer facing roles
  • Identify area market insights and opportunity via customer interactions
  • Minimum requirements

    What you’ll bring to the role :

  • More than 3 years of demonstrated marketing experience
  • Excellent knowledge of written and spoken English and Spanish
  • Strong interpersonal, communication and presentation skills
  • Analytical thinking
  • Innovative mindset
  • You’ll receive : Company Pension Plan; Life and Accidental Insurance; Meals Allowance or Canteen in the office; Flexible working hours

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