Customer Experience Manager

Novartis; Dalkeith; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the healthcare sector is seeking a Customer Experience Manager to enhance customer satisfaction and brand loyalty. This role involves managing brand strategies, overseeing marketing initiatives, and ensuring seamless customer interactions. With a focus on team collaboration and market insights, the position offers competitive benefits and opportunities for growth.

Benefits

Competitive salary

Bonus

Pension scheme

Share scheme

Health insurance

25 days leave

Flexible work

Subsidized dining

Recognition schemes

Learning opportunities

Qualifications

• Proven experience managing diverse teams and customer interactions across cultures.
• Strong project management skills for overseeing marketing initiatives.
• Expertise in operations management and execution.

Responsibilities

• Prepare content for Integrated Brand Teams to ensure cohesive messaging.
• Execute and analyze tactical plans for brand growth.
• Lead promotional activities in line with SOPs.

Skills

Project Management

Digital Marketing

Operations Management

Agility

Healthcare Understanding

Job description

Summary

#LI-Hybrid

Location: London (The Westworks)

Relocation Support: This role is based in London (The Westworks). Novartis is unable to offer relocation support: please only apply if accessible.

About the Role

As a Customer Experience Manager, you will play a pivotal role in enhancing customer satisfaction and driving brand loyalty. Your efforts will directly impact how customers perceive and interact with our brand, ensuring they have a seamless and positive experience at every touchpoint. By leading the development of promotional activities and collaborating with cross-functional teams, you will help shape the future of our customer engagement strategies. This is an exciting opportunity to make a significant difference in the lives of our customers and contribute to the growth of our brand.

Key Responsibilities

• Prepare content for Integrated Brand Teams and Launch Teams to ensure cohesive brand messaging.
• Execute, monitor, and analyze tactical plans to ensure brand growth.
• Lead the development of promotional activities in line with SOPs and Code of Conduct guidelines.
• Monitor and control brand budgets, forecasts, and expenses to evaluate cost effectiveness and results.
• Identify market insights and opportunities through customer interactions.
• Execute marketing activities to support brand objectives.
• Monitor product performance and external environment, taking corrective actions as needed.
• Collaborate with Marketing and Medical teams to maximize activities and identify needs within the territory.

Essential Requirements

• Proven experience managing diverse teams and customer interactions across cultures.
• Strong project management skills for overseeing marketing initiatives.
• Expertise in operations management and execution.
• Excellent agility and adaptability to market changes.
• Proficiency in digital marketing.
• Understanding of the healthcare sector.

Desirable Requirements

• Strong influencing skills for driving strategies.
• Experience in stakeholder management and building partnerships.

Commitment to Diversity

We are committed to building an inclusive work environment and diverse teams representing the patients and communities we serve.

Why Novartis?

Our purpose is to reimagine medicine to improve lives. Join us in this mission! More info: https://www.novartis.com/about/strategy/people-and-culture

Benefits

Competitive salary, bonus, pension, share scheme, health insurance, 25 days leave, flexible work, subsidized dining, recognition schemes, learning opportunities.

Stay Connected

If this role isn't suitable, join our network: https://talentnetwork.novartis.com/network

Learn More

Help us create a brighter future: https://www.novartis.com/about/strategy/people-and-culture

Benefits & Rewards

Discover how we support your growth: https://www.novartis.com/careers/benefits-rewards