Novartis zoekt een

Customer Experience & Engagement Manager

Amsterdam, Netherlands

Job Description

Reach twice as many patients twice as fast! That’s our ambition at Novartis Pharma Netherlands. We aspire to get Novartis medicines in the hands and homes of patients by delivering a Triple Win: A Win for Patients; A Win for Healthcare Systems, A Win for Novartis.
In this role you will be responsible to proactively partner all franchises on monitoring, analyzing, and improving the efficiency of the Commercial Customer Engagement.

Your responsibilities:
• Drives the process and ensures continuous evaluation and improvement including responsibility for measuring and target setting of the Novartis (innovative medicines) Sales Force Incentive System;
• Works closely together with the Data Manager on Incentives and on quality of Field Force data;
• Builds regular (weekly, monthly and yearly) insightful reports and analysis on Field Force and Digital performance (e.g. QtQ);
• Proactively provides proposals to improve Sales Force and Digital Effectiveness to Franchises and leadership team;
• Crafts and measures relevant KPI’s;
• Creates a company Impact dashboard including multichannel customer engagement;
• Proactively partners with the franchises and leadership team in optimization of Sales Force prioritization between and in teams through capacity, profitability and potential calculations;
• Builds and continuously evaluates and improves the Sales Force productivity reports and reporting tools;
• Leads the internal customer relationships related to Sales Force data and reporting;
• Makes proposals for new and improved Sales Force productivity KPI’s in line with the transformation of the Field Force activities (e.g. RTE, Account Management);
• Partners with the Business Insight and Analysis manager and brand teams in targeting & segmentation exercises;
• Implements concrete best practices and projects from global, region and other CPOs as well as from other divisions;
• Takes ownership on brand transparency by using a SoV (Share of Voice) marketing measure tools and collect customer feedback via VoC (Voice of the Customer) research method to improve customer experience.

Diversity & Inclusion / EEO

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

Minimum Requirements

What you’ll bring to the role:
• University degree in Business, science or technology;
• Proficient in both written and spoken English, Dutch considered a plus;
• Minimum of 5+ years of experience in a commercial role in the pharmaceutical or life science industry;
• Proven experience or expertise in Sales Force and Digital Effectiveness, Commercial attitude or key account management;
• Strong project management skills;
• High learning agility and strong leadership skills;
• Excellent communication skills and ability to engage in Business Partnering;
• Expertise in analytics with business intelligence tools and CRM;
• Substantial experience with data analytics and reporting.

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