Experience Manager, Customer Experience and Optimization

Novartis • East Hanover, NJ

6d • Onsite

About The Position

Novartis is seeking an Experience Manager, Customer Experience and Optimization to join our Integrated Experience Planning team within the Integrated Marketing Organization. This role orchestrates execution of customer experiences, 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. This role is based in East Hanover, NJ and will not have the ability to be located remotely. This position will require up to 5% travel as defined by the business (domestic and/or international). Please note that this role would not provide relocation, and only local candidates will be considered; please only apply if this location is accessible for you.

Requirements

• Bachelor's degree required, preferably in a relevant area of study
• 3+ years' experience working in digital and managing multi-channel/cross-channel media execution
• Analytical acumen with demonstrated prioritization skills as well as the ability to work on complex processes, procedures or solutions
• Proven experience in working with others to achieve organizational objectives including the ability to anticipate and adapt, own and/or support group tactics for changing business needs
• Administrative management skills - planning, organization, operational decision making and analysis
• Curiosity to explore new and innovative marketing solutions and platforms with a demonstrated commitment to continuous learning and applying innovation to integrated customer experiences
• Excellent oral/written communication, as well as project management skills
• Ability to build relationships, collaborate and influence across a matrix organization, partnering with cross-functional internal and external teams to support effective execution and proactively address challenges with a solutions oriented mindset

Nice To Haves

• Experience in a regulated industry (pharmaceutical, financial, etc.)
• Strong program management skills

Responsibilities

• Ensure feasibility and appropriateness of proposed programs and tactics vis-a-vis the Experience Plan, including application of channel/digital best practices
• Oversee 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 tactical planning and implementation as well as contribute to internal discussions where CX expertise is 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

Benefits

• US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits.
• In addition, employees are eligible for a generous time off package including vacation, personal days, holidays and other leaves.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees