Content Activation & Omnichannel Orchestration Senior Manager

Novartis; São Paulo; Hybrid; BRL 300,000 - 460,000; Full time

Job summary

Novartis is seeking a seasoned Omnichannel Standards leader to drive scalable, compliant omnichannel customer experiences across global and local activation. The role partners with Commercial, Marketing, Medical, and International teams to embed omnichannel execution as a core capability and evolve content readiness, data quality, and platform usage.

You will guide end-to-end activation, ensure compliant content, govern tagging and MLR processes, and collaborate with Data, Analytics & Platforms

Qualifications

• Bachelor's degree in business, life sciences, marketing or related field; fluent English and Portuguese; 5+ years in commercial excellence or omnichannel marketing.
• Hands-on omnichannel orchestration design and execution experience.
• Experience with CRM and marketing automation platforms (Salesforce Marketing Cloud, Oncore) and digital/field-content tools.
• Experience establishing execution standards and driving operational excellence across content and campaigns.
• Ability to interpret metrics to identify gaps and drive continuous improvement.

Responsibilities

• Own end-to-end standards and processes for content readiness and activation.
• Orchestrate activation standards across brand teams and functional owners.
• Translate brand strategies into practical channel mix, sequencing and cadence.
• Lead omnichannel journeys in platforms like Salesforce Marketing Cloud and Oncore.
• Ensure compliant content across therapeutic areas and regulatory standards.

Skills

Omnichannel marketing

CRM platforms

Marketing automation

Regulatory compliance

Pharma industry experience

Education

Bachelor's degree in business, life sciences, or related field

Tools

Salesforce Marketing Cloud

Oncore

iCVA

Job description

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, prioritization, 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 transforma