Customer Excellence Process Lead for Launch & Growth

Novartis; Tenterfield; On-site; AUD 140,000 - 180,000; Full time

Job summary

Novartis is seeking a Customer Excellence Process Manager to strengthen launch readiness, customer engagement and marketing excellence. You will orchestrate end-to-end commercial processes, governance and insights delivery across teams to enable disciplined, insight-driven execution.

The role focuses on driving brand plans, KPI alignment, and capability building for marketers, ensuring compliant, high-quality execution in a dynamic environment across markets.

Qualifications

• 5+ years in Commercial/Customer Excellence, Marketing Operations or similar in pharma/life sciences.
• Experience designing and improving end-to-end processes across multiple teams.
• Ability to work with data and dashboards to identify process gaps and improvements.
• Awareness of compliance and governance for promotional/non-promotional activities and data usage.
• Excellent communication skills to translate complex frameworks into guidance.

Responsibilities

• Drive One Brand Plan / marketing planning cadence with timelines, governance and quality standards.
• Translate strategy to execution with clear KPIs, ICE alignment and measurable outcomes.
• Continuously improve marketing processes, frameworks and tools.
• Support capability building of marketers to uplift capability and future-proof to changes.
• Lead end-to-end launch planning and execution from pre-launch to post-launch.
• Orchestrate Launch Readiness Reviews and governance locally.
• Monitor launch KPIs, risks and cross-functional dependencies.
• Align with global/regional launch frameworks.
• Maintain ICE ways of working and documentation for country implementation.
• Coordinate ICE deployment plans with TA teams and local priorities.
• Integrate ICE metrics into local performance conversations with TA ownership intact.
• Plan and document handshakes between TAs, Production Hub, CLS, and DAP for content creation and activation.

Skills

Process improvement

Marketing operations

Cross-functional collaboration

Data-driven decision making

KPI governance

Job description

Novartis is seeking a Customer Excellence Process Manager to strengthen launch readiness, customer engagement and marketing excellence. You will orchestrate end-to-end commercial processes, governance and insights delivery across teams to enable disciplined, insight-driven execution.

The role focuses on driving brand plans, KPI alignment, and capability building for marketers, ensuring compliant, high-quality execution in a dynamic environment across markets.