Customer Excellence Head

Job description

Key responsibilities

• Lead the in-country Customer Excellence strategy and agenda, ensuring strong orchestration across customer engagement, omnichannel execution, content activation and launch readiness.
• Build, lead and develop a high-performing Customer Excellence team, including coaching, capability building, performance management and succession planning.
• Oversee omnichannel content activation and customer journey orchestration across customer relationship management, marketing automation and field engagement platforms.
• Ensure launch readiness processes are planned and executed end-to-end, including launch readiness reviews, governance, milestone tracking and cross-functional alignment.
• Drive implementation of customer engagement, patient experience and dynamic resource optimization frameworks across teams to improve execution quality and commercial impact.
• Oversee meetings, congresses and events operations, including logistics, vendor management, budget ownership, compliance and performance tracking.
• Enable data- and artificial intelligence-driven field force planning, channel optimization and resource allocation to enhance customer engagement effectiveness.
• Ensure One Brand Plan milestones, marketing excellence standards and execution rhythms are delivered on time, with clear governance and key performance indicators.
• Orchestrate patient and payer engagement frameworks across channels in partnership with Therapeutic Area, Medical Affairs, Value & Access, Communications and Patient Advocacy teams.
• Partner with senior cross-functional stakeholders to improve customer engagement performance, strengthen operational excellence and ensure compliance with Novartis standards and local regulations.

Essential Requirements

• University degree in bioscience, business or a related field; advanced degree in management or business is preferred.
• 8–12+ years of experience in customer excellence, commercial excellence, omnichannel engagement or related roles within pharmaceutical, healthcare or other regulated life sciences environments.
• Prior people management experience, including direct team leadership, coaching, performance management, talent development and succession planning.
• Strong experience with customer relationship management systems, marketing automation, content activation and omnichannel journey orchestration.
• Proven track record in launch readiness, execution excellence and cross-functional governance.
• Strong experience managing complex stakeholder groups across Commercial, Medical Affairs, Value & Access and operational teams.
• Strong understanding of compliance, governance and regulatory requirements in pharmaceutical or regulated healthcare environments.
• Fluent English; local language desirable.

Desirable Requirements

• International or cross-market experience, preferably within a matrixed global organization.
• Experience applying advanced analytics, artificial intelligence-enabled planning or dynamic resource optimization to improve field force and customer engagement effectiveness.

Benefits & Rewards

At Novartis, we’re committed to reimagining medicine together — and rewarding the people who make it happen.
 

Expected Annual Base Salary Range for role: 84,490.00 - 120,700.00 - 156,910.00 GBP Annual

The base salary offered is determined based on gender-neutral objectives, such as relevant skills, competencies and experience, in accordance with the Novartis pay setting policy. Upon joining Novartis, base salary will be reviewed periodically.

In addition to your base salary, you may be eligible for a performance-based bonus depending on certain performance parameters. Further details will be provided during the application process.

Pay equity is a fundamental principle of our employment policy and reflects our commitment to create a diverse, equitable and inclusive environment that treats all employees with dignity and respect, as outlined in our Code of Ethics.

Read our brochure to learn more about our global total rewards offering:
Novartis Life Handbook

Note: Benefits and compensation may vary by country and are subject to local legal requirements, including provisions of collective bargaining agreements where applicable. A full overview of your compensation package, including any relevant collective bargaining agreement details applicable to your role based on your employment location and Novartis employer entity, will be communicated separately to you during the application process.

Commitment to Diversity and Inclusion / EEO paragraph

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

Why Novartis

Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together?