Customer Excellence Process Manager

About the role

Novartis is looking for a Customer Excellence Process Manager to join a newly created role within its Execution Excellence (EE) function. The position strengthens launch readiness, customer engagement and marketing excellence across the business, and enables superior customer and patient experience by orchestrating, standardising and continuously improving end-to-end commercial excellence processes.

Key responsibilities

• Drive the brand plan and marketing planning cadence, ensuring timelines, governance and quality standards, and ensure clear strategy-to-execution translation with KPIs and measurable outcomes.
• Improve marketing processes, frameworks and tools, and build marketer capability through the Marketing Academy.
• Lead end-to-end launch planning and execution, from pre-launch to post-launch, and orchestrate Launch Readiness Reviews and governance locally.
• Monitor launch KPIs, risks and cross-functional dependencies, and align with global and regional launch frameworks.
• Orchestrate and maintain standard ICE (International Commercial Excellence) ways of working, including steps, governance, roles and documentation for country implementation.
• Coordinate ICE deployment plans with Therapeutic Area teams and integrate ICE metrics and dashboards into local performance conversations.
• Monitor ICE adoption and process adherence, identify gaps, run upskilling and propose improvements.
• Plan and document handshakes between TAs, Production Hub, CLS, Customer Excellence and DAP for content creation, localization, tagging and activation.

Required profile

• 5+ years in Commercial Excellence, Customer Excellence, Marketing Operations, Commercial or similar roles in pharmaceutical or life sciences.
• Track record designing and improving end-to-end processes across multiple teams, with mapping, simplification, KPIs and governance.
• Awareness of compliance and governance on promotional and non-promotional activities, patient experience and data usage.
• Excellent communication skills and ability to explain complex frameworks to local teams.

Required skills

• Business dashboards and performance measurement
• Data extraction and data quality
• Capacity planning