Customer Experience Manager

Band

Level 4

 

Job Description Summary

This position will be located at the East Hanover, NJ site and will not have the ability to be located remotely.

Bringing life-changing medicines to millions of people, Novartis sits at the intersection of cutting-edge medical science and innovative digital technology. As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers, a diverse learning suite of thousands of programs & an in-house marketplace for rotations & project work. With a strong medicines pipeline our current transformation will not just deliver growth for our business but continue to allow us to bring innovative medicines to patients quickly.

This role orchestrates execution of customer experiences within our Rheumatology Portfolio, ensuring integrated marketing assets deploy as planned, per the cross-functional Customer Experience Plan. This role requires strong collaboration with cross-functional project owners across Marketing Strategy, HCP Education, PR/Comms/Patient Engagement, Media CoE, Product (MarTech), Marketing Operations, Data Insights and Analytics.

 

Job Description

Key Responsibilities:

• Ensuring feasibility and appropriateness of proposed programs and tactics vis-a-vis the Experience Plan, including application of channel/digital best practices

• Overseeing tactical deployments across HCP and patient marketing programs across channels, ensuring project leads, agencies, and deployment teams (e.g. digital, IT) deliver on Experience Plans ("air traffic control")

• Autonomously lead efficient status meetings across extensive stakeholder base and ensure follow through on decisions/next steps (internal and external partners)

• Proactively ensure plans can be activated on time and within enterprise processes/ways of working

• Support Customer Experience and Optimization teammates in preparing for Experience Optimization Rooms (EORs), enabling increased marketing effectiveness; follow up with stakeholders to ensure pull through of EOR decisions

• Support all internal discussions where CX expertise is needed

• Ensure websites are built to meet the needs as outlined in the Experience Plan

• Support CXP&O functions in tactical planning and implementation as needed

• Consult with Product Management (MarTech) as they standardize solutions (e.g. web CMS, social platforms, Field CRM, database marketing)

• Execute HCP non-personal promotion target list refreshes as needed

Essential Requirements:

Education: BA/BS Required

Experience:

• 3+ years' experience working in digital and managing multi-channel/cross-channel media execution

• Curiosity to explore new and innovative marketing solutions and platforms

• Background and experience in a regulated industry (pharmaceutical, financial, etc.) preferred

• Ability to build relationships, collaborate and influence across a matrix organization

• Demonstrated prioritization, and organizational skills as well as the ability to work on complex processes, procedures or solutions

• Administrative management skills - planning, organization, operational decision making and analysis

• Demonstrated experience in working with others to achieve organizational objectives including the ability to anticipate and adapt, own and or/work group tactics to support changing business needs

• Demonstrated strong oral and written communication, project management

The pay range for this position at commencement of employment is expected to be between: $119,700.00 and $222,300.00/year; however, while salary ranges are effective from 1/1/25 through 12/31/25, fluctuations in the job market may necessitate adjustments to pay ranges during this period.  Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, e