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
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
You’ll receive : Company Pension Plan; Life and Accidental Insurance; Meals Allowance or Canteen in the office; Flexible working hours