Customer Experience & Digital Manager

Novartis; Ataşehir; On-site; TRY 60,000 - 80,000; Full time

Job summary

A global healthcare company in Turkey is seeking a Customer Experience & Digital Manager to lead transformative initiatives that enhance customer engagement and drive growth. The ideal candidate will have at least 2 years of marketing experience, a customer-centric mindset, and strong leadership skills. This role offers an exciting opportunity to work at the intersection of digital innovation and customer experience.

Qualifications

• At least 2 years of Marketing Experience.
• A Customer-Centric Mindset.
• Digital Transformation & Agile Project Management.

Responsibilities

• Develops strategies based on customer insights to enhance HCP experience.
• Leads deployment of new digital platforms to elevate customer engagement.
• Empowers teams to generate innovative ideas aligned with Growth Ambition.

Skills

Customer Experience Strategy & Execution

Digital Marketing

Agile Project Management

Leadership

Stakeholder Engagement

Data-Driven Decision Making

AI & Emerging Technologies

Tools

CRM & Automation Tools

Digital Marketing & Analytics

Job description

Summary

As Customer Experience & Digital Manager leads the CX & Digital Team in driving business transformation through customer-centric strategies and digital innovation. Champions initiatives that accelerate both Growth and Launch Excellence by integrating emerging technologies, innovative business models, and value-based partnerships.

About The Role

Key Responsibilities:

• Navigates complexity within the CX & Digital Team and developing each team member by acting as an ICU leadership.
• Develops strategies based on customer insights to enhance HCP experience and maximize brand engagement.
• Leads deployment and adoption of new digital platforms and tools to elevate customer engagement and amplify brand presence for InMB products.
• Executes new engagement strategies for new products to support Day 0 Access.
• Transforms digital content generation processes across technologies (MarkTech), internal systems and the teams.
• Acts as an accelerator and facilitator for the disruptive innovation approach and methodology across Türkiye and APMA.
• Empowers teams to generate innovative ideas and provides the structure and support needed to transform those ideas into impactful initiatives aligned with our Growth Ambition.
• Serves as a strategic representative of Novartis by cultivating high-impact partnerships with external stakeholders in the domains of digital health and artificial intelligence.
• Continuously scans the external landscape to identify emerging trends and shifts, offering strategic insights and foresight to inform leadership decision-making.
• Monitor and analyze customer feedback and insight, analyze the engagement KPIs to identify improvement opportunities.

Key Performance Indicators:

• Digital engagement metrics
• Customer satisfaction (CSAT), Net Promoter Score (NPS)
• Content effectiveness, number of new content, CTR, OR, saving
• Project delivery timelines and impact on growth, MS, launch excellence
• Cross-functional collaboration effectiveness and stakeholder feedback
• Productivity, cost effectiveness

Essential Requirements:

• At least 2 years of Marketing Experience
• Customer Experience Strategy & Execution
• People Manager Experience
• Digital Transformation & Agile Project Management
• Corporate Innovation
• Digital Marketing
• A Customer-Centric Mindset
• Digital Marketing & Analytics
• Content Strategy & Production
• Leadership
• Agile Project Management
• Stakeholder Engagement
• Change Management
• Data-Driven Decision Making
• UX/UI Understanding
• CRM & Automation Tools
• AI & Emerging Technologies
• English

Why Novartis?

Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture

Benefits And Rewards

Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: Novartis Life Handbook

Commitment To Diversity & Inclusion

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

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network

Benefits and Rewards: Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: https://www.novartis.com/careers/benefits-rewards