Content Activation & Omnichannel Orchestration Senior Manager

BR03 (FCRS = BR003) NOVARTIS BIOCIENCIAS S.A; Santo Amaro; Hybrid; BRL 300,000 - 520,000; Full time

Job summary

Novartis Biociências S.A. seeks an experienced Omnichannel leader to drive scalable, compliant customer experiences across digital touchpoints from São Paulo. You will embed omnichannel execution as a core business capability with cross-functional collaboration and data-driven insights.

Responsibilities include leading end-to-end standards, platform usage, governance and alignment with global and local teams, while ensuring content quality, compliance and measurable business impact.

Qualifications

• Bachelor's degree in a relevant field.
• Fluent English and Portuguese.
• 5+ years in commercial excellence or omnichannel marketing.
• Experience designing omnichannel orchestration with channel mix, sequencing and cadence.
• Experience with CRM and marketing automation platforms (Salesforce Marketing Cloud, Oncore).
• Knowledge of governance and compliance (MLR).
• Pharma or life sciences background preferred.
• Strong leadership and cross-functional collaboration.

Responsibilities

• Own end-to-end standards for promotional and non-promotional content readiness and activation.
• Coordinate across teams to enable activation standards.
• Translate brand strategies into practical channel mix and cadence.
• Lead omnichannel journeys in platforms such as Salesforce Marketing Cloud and Oncore.
• Ensure content follows regulatory standards (MLR).
• Govern tagging, manifests and production hub deliverables.
• Collaborate with Data/Analytics to ensure data quality for dashboards.
• Monitor journey performance and drive improvements.
• Design capability-building initiatives for content activation and platform usage.
• Lead intake, prioritization and capacity planning for international-to-local content.

Skills

Omnichannel

CRM

Marketing automation

Salesforce Marketing Cloud

Oncore

Governance

Compliance

Leadership

Cross-functional

Analytics

Education

Bachelor's degree (business/life sciences/marketing)

Tools

iCVA

Oncore

Salesforce Marketing Cloud

Job description

Band Level 5 Job Description Summary #LI-Hybrid This role leads the standards, orchestration and execution frameworks that turn promotional and non-promotional content into scalable, compliant and measurable omnichannel customer experiences. Working closely with Commercial, Value & Access, Marketing, Medical, Communications & Patient Advocacy, International teams and technology partners, the role will embed omnichannel execution as a recurring business capability, moving beyond experimentation to deliver tangible customer engagement and business impact. The position will guide the activation of integrated customer journeys across field interactions, in-person and virtual events, corporate and representative-led email, marketing automation and other digital touchpoints. It will also strengthen content readiness, platform adoption, data quality and execution standards, ensuring journeys are realistic, compliant and operationally executable, including for healthcare professionals and stakeholders not reached through traditional face‑to‑face engagement. This role is based in São Paulo, Brazil. Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you.

Job Description Key responsibilities

• Own and continuously improve end-to-end standards and processes for promotional and non-promotional content readiness and activation, from receipt of global or central materials through local activation‑ready status, aligned with International Customer Engagement & Commercial standards.
• Orchestrate clear accountabilities across Customer Excellence, brand teams and functional owners, enabling and governing activation standards while ensuring content ownership and hands‑on activation remain with the relevant brand or function.
• Partner with brand leadership and International omnichannel teams to translate brand strategies and validated customer journeys into practical channel mix, sequencing and cadence across field, event, email, automated and digital touchpoints.
• Lead the implementation and execution of omnichannel customer journeys in platforms such as Salesforce Marketing Cloud and Oncore.
• Ensure locally adapted and internationally sourced content, including reuse guidance and production‑hub deliverables, follows agreed execution, quality, compliance and Medical, Legal and Regulatory standards.
• Oversee governance for content tagging, manifest files and MLR processes, partnering with content owners and International teams to drive consistent execution across Therapeutic Areas and Value & Access.
• Collaborate with Data, Analytics & Platforms and technology owners to ensure content and journey data are reliable and structured for dashboards, channel‑performance analysis and continuous improvement, including payer, patient and reimbursement‑pathway insights.
• Monitor customer experience, journey adherence, content utilisation, campaign performance and activation cycle times, using insights to refine standards, improve adoption and strengthen the business impact of omnichannel execution.
• Design and deliver capability‑building initiatives on content activation, omnichannel orchestration and platform usage, helping Commercial and cross‑functional teams build sustainable execution capabilities rather than isolated pilots.
• Lead intake, prioritisation, capacity planning and trade‑off decisions for international‑to‑local content and omnichannel requests, while partnering closely with Marketing, Medical and other stakeholders to scale innovative and AI‑enabled ways of working.

Essential Requirements

• Bachelor's degree in business, life sciences, marketing or a related field; an advanced degree is preferred; fluent English and Portuguese; and 5+ years of relevant experience in commercial excellence, omnichannel marketing, marketing operations or a comparable role.
• Demonstrated hands‑on experience designing and executing omnichannel orchestration, including integration of channel mix, sequencing and cadence into practical customer journeys.
• Proven experience with CRM and marketing automation platforms such as Salesforce Marketing Cloud and Oncore, together with digital and field‑content tools such as iCVA or comparable solutions.
• Experience establishing execution standards, simplifying processes and driving operational excellence across customer‑facing content, campaign and field activities.
• Ability to interpret content utilisation, customer engagement, channel‑performance and cycle‑time metrics to identify gaps and drive measurable continuous improvement.
• Strong knowledge of governance and compliance requirements for promotional and scientific content in regulated environments, including MLR processes and promotional versus non‑promotional content.
• Pharmaceutical or life‑sciences experience is strongly preferred; candidates from other highly regulated industries may be considered when they bring advanced omnichannel expertise, learning agility and the ability to navigate business transformation.
• Execution‑focused, resilient and collaborative leadership style, with the ability to manage ambiguity, influence cross‑functional stakeholders, build team capability and operate with a strong ethical and compliance mindset aligned with Novartis values.

Commitment to Diversity and Inclusion

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

Skills Desired

• Change Agility
• Cross‑Functional Collaboration
• Customer Engagement
• Customer Experience (CX)
• Customer Insights
• Data Analytics
• Data Strategies
• Digital Marketing
• Marketing Strategies
• Market Research
• Media Campaigns
• Product Marketing
• Stakeholder Engagement
• Stakeholder Management
• Team Leadership
• Waterfall Model

Improving the lives of people living with disease takes more than innovative science. It takes a focus on the needs of people and a community committed to meeting them. It takes a team of people like you. Working together. Learning together. Thriving together. Discover how you can join us in changing people’s lives.