Content Activation & Omnichannel Orchestration Manager

Novartis Italia; Lombardia; On-site; EUR 70,000 - 110,000; Full time

Job summary

Novartis Italia is seeking a Content Activation and Omnichannel Orchestration Manager to lead the domain within Customer Excellence, ensuring approved content is activation-ready and orchestrated across field and digital channels for the assigned TA/Disease Areas.

The role drives adoption of the ICE framework, ensures localization-ready materials, and monitors omnichannel performance to continuously improve execution standards and business outcomes.

Responsibilities

• Partner with brand teams to design and execute omnichannel strategies aligned with customer journeys and brand objectives.
• Translate customer journeys into actionable orchestration plans, including channel mix, sequencing, cadence, and execution through SFMC and Oncore.
• Drive omnichannel capability building by supporting teams in the effective use of SFMC, iCVA, V&A channels, and other approved platforms.
• Own end-to-end content activation, ensuring promotional materials are localization-ready, compliant, and aligned with CE&C standards.
• Monitor and improve omnichannel performance through KPIs such as engagement and content utilization.

Job description

Summary

The Content Activation and Omnichannel Orchestration Manager serves as the domain lead within Customer Excellence for ensuring that approved content is activation ready and orchestrated consistently across field and digital channels for the TA/Disease Areas within scope.

Summary

The Content Activation and Omnichannel Orchestration Manager serves as the domain lead within Customer Excellence for ensuring that approved content is activation ready and orchestrated consistently across field and digital channels for the TA/Disease Areas within scope.

The role is accountable for ensuring that local standards, processes, playbooks and documented Ways of Working for content activation, tagging, and omnichannel orchestration are well executed across Commercial, Value & Access (V&A), and Communications & Patient Advocacy teams.

It ensures that customer journeys are translated into coherent channel experiences, that content is correctly prepared for platforms such as Oncore Customer Relationship Management (CRM), Interactive Core Visual Aids (iCVA) and Salesforce Marketing Cloud (SFMC), and that performance insights feed continuous improvement of execution standards.

The role is accountable for driving adoption, effectiveness and continuous innovation of omnichannel engagement, ensuring measurable impact on customer experience and business outcomes.

The Content Activation and Omnichannel Orchestration Manager acts as a key driver of organizational change, supporting the effective adoption and integration of International Commercial Excellence (ICE) framework within assigned TA/Disease Area.

About The Role

Key responsibilities

• Partner with brand teams to design and execute insights-driven omnichannel strategies aligned with customer journeys, brand objectives, and the ICE framework.
• Translate customer journeys into actionable orchestration plans, including channel mix, sequencing, cadence, and execution through platforms such as SFMC and Oncore.
• Drive omnichannel capability building by supporting teams in the effective use of SFMC, iCVA, V&A channels, and other approved technology platforms.
• Own end-to-end content activation, ensuring promotional materials are localization-ready, compliant, and aligned with International CE&C standards.
• Monitor and improve omnichannel performance through KPIs such as HCP engagement, campaign quality, content utilization,