Experience Manager, Customer Experience and Optimization

Novartis Group Companies; East Hanover (NJ); On-site; USD 126,000 - 234,000; Full time

Job summary

Novartis Group Companies in East Hanover, NJ is seeking an Experience Manager to orchestrate customer experiences and ensure integrated marketing assets deploy as planned across channels. This role requires strong cross-functional collaboration with Marketing Strategy, Education, PR/Comms, Media CoE, MarTech, Marketing Ops, Data Insights, and Analytics.

The position is based in East Hanover, with up to 5% travel and no relocation.

Qualifications

• Bachelor's degree required in a relevant field.
• 3+ years' experience in digital and multi-channel media execution.
• Analytical mindset with prioritization skills for complex processes.
• Ability to influence across a matrix organization and collaborate with stakeholders.
• Excellent communication and project management skills.
• Willingness to travel up to 5%.

Responsibilities

• Ensure feasibility and appropriateness of proposed programs vis-a-vis the Experience Plan and apply channel/digital best practices.
• Oversee tactical deployments across HCP and patient marketing programs across channels; ensure leads, agencies, and deployment teams deliver on Experience Plans.
• Lead efficient status meetings across a broad stakeholder base and ensure follow-through on decisions.
• Ensure plans can be activated on time within enterprise processes/ways of working.
• Support CX teammates in Experience Optimization Rooms (EORs) and follow up on decisions.
• Support tactical planning and implementation and contribute to internal CX discussions; consult with MarTech on standardized solutions.
• Execute HCP non-personal promotion target list refreshes as needed.

Skills

Digital marketing

Multi-channel execution

Analytical thinking

Cross-functional collaboration

Project management

Communication

Education

Bachelor's degree

Job description

Job Description Summary

#LI- Hybrid
Novartis is seeking an Experience Manager, Customer Experience and Optimization to join our Integrated Experience Planning team within the Integrated Marketing Organization. This role orchestrates execution of customer experiences, ensuring integrated marketing assets deploy as planned, per the cross-functional Customer Experience Plan. This role requires strong collaboration with cross-functional project owners across Marketing Strategy, HCP Education, PR/Comms/Patient Engagement, Media CoE, Product (MarTech), Marketing Operations, Data Insights and Analytics.

This role is based in East Hanover, NJ and will not have the ability to be located remotely. Please note that this role would not provide relocation, and only local candidates will be considered; please only apply if this location is accessible for you. This position will require up to 5% travel as defined by the business (domestic and/or international).

Job Description

Key Responsibilities

• Ensure feasibility and appropriateness of proposed programs and tactics vis-a-vis the Experience Plan, including application of channel/digital best practices
• Oversee tactical deployments across HCP and patient marketing programs across channels, ensuring project leads, agencies, and deployment teams (e.g. digital, IT) deliver on Experience Plans ("air traffic control")
• Autonomously lead efficient status meetings across extensive stakeholder base and ensure follow through on decisions/next steps (internal and external partners)
• Proactively ensure plans can be activated on time and within enterprise processes/ways of working
• Support Customer Experience and Optimization teammates in preparing for Experience Optimization Rooms (EORs), enabling increased marketing effectiveness; follow up with stakeholders to ensure pull through of EOR decisions
• Support tactical planning and implementation as well as contribute to internal discussions where CX expertise is needed
• Consult with Product Management (MarTech) as they standardize solutions (e.g. web CMS, social platforms, Field CRM, database marketing)
• Execute HCP non-personal promotion target list refreshes as needed

Essential Requirements

• Bachelor's degree required, preferably in a relevant area of study
• 3+ years' experience working in digital and managing multi-channel/cross-channel media execution
• Analytical acumen with demonstrated prioritization skills as well as the ability to work on complex processes, procedures or solutions
• Proven experience in working with others to achieve organizational objectives including the ability to anticipate and adapt, own and/or support group tactics for changing business needs
• Administrative management skills - planning, organization, operational decision making and analysis
• Curiosity to explore new and innovative marketing solutions and platforms with a demonstrated commitment to continuous learning and applying innovation to integrated customer experiences
• Excellent oral/written communication, as well as project management skills
• Ability to build relationships, collaborate and influence across a matrix organization, partnering with cross-functional internal and external teams to support effective execution and proactively address challenges with a solutions oriented mindset

Desirable Requirements

• Experience in a regulated industry (pharmaceutical, financial, etc.)
• Strong program management skills

Novartis Compensation Summary

The salary for this position is expected to range between $126,000 and $234,000 per year.

The final salary offered is determined based on factors like, but not limited to, relevant skills and experience, and upon joining Novartis will be reviewed periodically. Novartis may change the published salary range based on company and market factors.

Your compensation will include a performance-based cash incentive and, depending on the level of the role, eligibility to be considered for annual equity awards.

US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits. In addition, employees are eligible for a generous time off package including vacation, personal days, holidays and other leaves.

EEO Statement

The Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status.

Accessibility and reasonable accommodations

The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please send an e-mail to [e-mail] or call [phone] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Salary Range

$126,000.00 - $234,000.00

Skills Desired

Asset Management, Commercial Excellence, Cross-Functional Collaboration, Influencing Skills, Leadership, Operational Excellence, Product Lifecycle Management (PLM), Product Marketing, Stakeholder Engagement, Stakeholder Management