Customer Excellence Head

#LI-HybridAs 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 responsibilitiesLead omnichannel content activation and customer journey orchestration across CRM and marketing platformsEnsure readiness and execution of launch excellence processes including LRRDrive implementation of ICE, IpEx and DRO frameworks across teamsOversee meetings, congresses, and events logistics, vendors, and budget managementEnable AI-driven field force planning and resource optimizationEnsure One Brand Plan milestones and marketing excellence standards are executedOrchestrate patient and payer engagement frameworks across channelsPartner with cross-functional stakeholders to enhance customer engagement and performanceEnsure compliance, governance, and KPI tracking across all activities Essential RequirementsUniversity degree in bioscience or business; advanced degree preferred8–12+ years in customer excellence, commercial excellence or omnichannel roles in pharmaStrong experience with CRM, marketing automation, and omnichannel orchestrationProven leadership experience managing cross-functional teamsExperience in launch readiness and execution excellenceStrong stakeholder management and communication skillsKnowledge of compliance and regulatory environmentFluent in English; local language desirable Why NovartisWe 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.