Experience Manager, Customer Experience and Optimization

U014 (FCRS = US014) Novartis Pharmaceuticals Corporation; East Hanover (NJ); On-site; USD 126,000 - 234,000; Full time

Job summary

Novartis Pharmaceuticals Corporation seeks an Experience Manager, Customer Experience and Optimization, to join the Integrated Experience Planning team in the Integrated Marketing Organization. Based in East Hanover, NJ, the role coordinates cross-functional campaigns and digital deployments to deliver cohesive customer experiences across channels.

The ideal candidate has 3+ years of digital and multi-channel marketing execution, strong analytical and communication skills, and a passion for

Qualifications

• Bachelor's degree required in a relevant field.
• 3+ years' experience in digital and multi-channel media execution.
• Analytical skills with ability to prioritize in complex processes.
• Ability to collaborate across a matrix organization and influence stakeholders.
• Strong planning, organization and decision-making abilities.
• Curiosity for innovative marketing solutions and continuous learning.
• Excellent written and verbal communication and project management.

Responsibilities

• Ensure feasibility and appropriateness of programs within the Experience Plan.
• Oversee deployments across channels, coordinating leads, agencies, and teams.
• Lead status meetings with a broad stakeholder base and drive follow-through.
• Ensure plans activate on time within enterprise processes.
• Support EOR preparations and pull-through of decisions.
• Assist in tactical planning and CX discussions with product teams.
• Advise on standardization of digital solutions with MarTech.
• Refresh HCP non-personal promotion target lists as needed.

Skills

Cross-Functional Collaboration

Influencing Skills

Leadership

Operational Excellence

Product Marketing

Stakeholder Engagement

Stakeholder Management

Asset Management

Commercial Excellence

Product Lifecycle Management (PLM)

Education

Bachelor's degree

Job description

Job Description Summary

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).

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

Skills Desired

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

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.

Salary Range

Salary Range $126,000.00 - $234,000.00

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.

China Application Policy

In the context of China Cross-Border Data Transfer (CBDT) policy, if you need to apply for a position in China, please go to the local Recruiting System TaleNov.