Customer Engagement & Business Manager Novartis

Major Accountabilities
• Identify engagement gaps and opportunities for deeper customer connection and continuously evaluate channel mix effectiveness and recommend improvements.
• Drive initiatives that address pain points and enhance the overall experience across omnichannel touchpoints.
• Pilot emerging technologies (AI, virtual reality, etc.) to enhance engagement and differentiate Novartis customer experience.
• Align and mobilize cross-functional teams to ensure seamless execution of Omnichannel Engagement Strategy.
• Work closely with peers and other functions to optimize omnichannel operations.
• Set and agree appropriate KPIs and demonstrate progress against these measures to the team.
• Manage project delivery as required: project management and planning, resourcing, vendor selection if required, configuration or build, platform roll-out, testing and user adoption / training.
• Develop, own and monitor the local Omnichannel platform roadmap, in collaboration with other BE&E functions.
Customer Experience & Feedback
• Continuously assessing Customer Experience based on customer feedback and suggestions.
• Build a strong regional and global network to leverage and share best practice. Decides on Customer engagement journey and Morocco Customer experience.
• Grow digital acumen and customer experience capability and omnichannel within the team.
• Work closely with regional and global team to operationalize customer engagement and experience vision on local level, represent Morocco priorities and interests with regional and global counterparts, including NGE / CE&E.
Technology & Platform Integration
• Ensure integration of CRM, marketing automation, and content platforms to optimize engagement and personalization.
• Leverage selected omnichannel platforms including ShamanGO (for launchpad and RTE editing and localization), Salesforce Marketing Cloud (for Mass mail), Orchestrate, HCP portal, consent and others to be agreed across BE&E, to drive Omnichannel Engagement strategy.
• Provide analytics support to customer engagement team.
• Content & Specialist Enablement
• Own the creation, localization, and deployment of scientific and promotional content across channels.
• Ensure Omnichannel Engagement Specialist readiness by aligning on product strategy, competitive landscape, tactical messaging and omnichannel engagement plan.
• Support Omnichannel Engagement Specialist s training and enablement initiatives to maximize field impact and consistency in omnichannel customer interactions.
Stakeholder Engagement
• Act as the central point of contact for top medical societies and own the engagement plan, fostering long-term partnerships and trust.
4. Market Insights & Intelligence
• Lead market research initiatives to uncover customer needs, channel preferences, and behavioral shifts.
• Translate insights into actionable recommendations for brand teams.
• Champion a customer-first mindset by continuously assessing and improving HCP satisfaction.
• Lead feedback mechanisms (surveys, interviews, analytics) to capture voice of customer.
• Monitor market trends, competitor activities, and regulatory changes to inform strategy and anticipate risks.
5. Performance Management & Governance
• Leverage analytics dashboards to track KPIs related to business performance, omnichannel engagement, and campaign ROI.
• Coordinate with supply chain team to ensure product availability and meet/exceed CPO forecast accuracy.
• Ensure full compliance with Novartis Code of Conduct, local regulatory requirements, and pharmacovigilance standards.
• Establish governance frameworks for omnichannel execution, ensuring consistency, quality, and compliance.
• Identify and mitigate risks related to digital engagement, data privacy, and reputational impact.
• Serve as a key point of contact for audits, reviews, and internal governance processes.
6. Talent Development & Culture Building
• Successfully lead the team, managing all people-management-related processes (recruiting, performance management, coaching). Identify and build key capabilities, talent pipeline and ensure proper development of assigned people.
• Lead, coach, and develop a high-performing omnichannel engagement team, ensuring alignment with strategic objectives and excellence in execution.
• Drive a culture of accountability, empowerment, and continuous learning and nurture Novartis values & behaviors.
• Promote diversity, equity, and inclusion (DEI) across all team activities and leadership practices.
Education:
• Bachelor s degree in Life Sciences, Pharmacy, Business, or Marketing. Advanced degree, MBA, master s in digital marketing is a strong asset.
Languages:
• Fluent in English (written and spoken).
• Proficiency in French and Arabic is essential for effective local market engagement.
Experience/Professional
Requirement:
• 5 to 8 years of experience in pharmaceutical sales, marketing, customer engagement, or leading a franchise/business unit.
• Strong knowledge of Morocco s healthcare landscape and healthcare professional (HCP) engagement dynamics.
• Minimum of 2 to 3 years of people management experience is essential.
• Experience in marketing management, digital marketing, omnichannel strategy, digital platforms, Data and analytics management is highly desirable. Proven success in managing product portfolio s life cycle, and leading cross-functional teams. Strategic stakeholder management experience is a must.
Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture
Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network
Benefits and Rewards: Read our handbook to learn about all the ways we ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards