Customer Excellence Process Manager

Job Description Summary

The Customer Excellence Process Manager is responsible for enabling superior customer and patient experience by orchestrating, standardising, and continuously improving end-to-end commercial excellence processes.

Operating within Execution Excellence (EE), the role drives the effective deployment of frameworks, marketing and launch excellence rhythms, and cross-functional ways of working-ensuring clarity, consistency, and high-quality execution across teams.

Through strong governance, project management, performance insights, and stakeholder alignment, the role enables business functions to translate strategy into disciplined, insight-driven execution.

Job Description

• Drive One Brand Plan / marketing planning cadence, ensuring timelines, governance, and quality standards

• Ensure strong strategy-to-execution translation (clear KPIs, ICE alignment, measurable outcomes)

• Continuously improve marketing processes, frameworks, and tools

• Support capability building of marketers (skills, planning, execution excellence) to uplift marketeers' capability to be the best in industry and future-proof to changes in external environment (leveraging Marketing Academy executed by Capability Building)

• Lead end-to-end launch planning and execution (pre-launch → launch → post-launch)

• Orchestrate Launch Readiness Reviews (LRR) and governance processes locally

• Monitor launch KPIs, risks, and cross-functional dependencies

• Ensure alignment with global / regional launch frameworks

• Orchestrate and maintain standard ICE (International Commercial Excellence) ways of working, including key steps, governance, roles and responsibilities, and documentation needed for country implementation.

• Coordinate ICE deployment plans and timelines with Therapeutic Area (TA) teams, ensuring alignment with business cycles and local priorities.

• Ensure ICE metrics and dashboards (e.g. ICE Content & Campaign Performance Dashboard, basic ICE KPIs) are integrated into local performance conversations, while ownership of commercial decisions remains with TAs

• Coordinate the schedule and agendas for ICE workshops

• Monitor ICE adoption and process adherence across brands and TAs, identify gaps or issues, collaborate with EE Capability building for planning/executing necessary upskilling & refreshes, and propose concrete improvement actions.

• Plan, orchestrate and document handshakes between TAs, Production Hub, CLS (Commercial & Launch Strategy), Customer Excellence and DAP (Data, Analytics & Platforms) for content creation, localization, tagging and activation, aligned with the Content & Campaign Operations Process Model (CCOPM) where applicable

Experience required:

• 5+ years in Commercial Excellence, Customer Excellence, Marketing Operations, Commercial or similar roles, in pharmaceutical / life-sciences

• Track record in designing and improving end-to-end processes (mapping, simplifying, defining KPIs and governance) across multiple teams.

• Ability to work with data and dashboards to identify process gaps and improvement opportunities

• Awareness of compliance and governance considerations related to promotional and non-promotional activities, patient experience and data usage; able to embed them into processes.

• Excellent communication skills, able to translate complex frameworks and process concepts into clear, accessible guidance and tools for local teams.

• Strong knowledge of compliance and governance in regulated environments

• Ethical mindset and aligned with Novartis values

This is a unique opportunity to shape a newly created role and make a meaningful contribution to how Novartis drives customer excellence, commercial effectiveness, and launch impact.

If you are a marketer or commercial excellence professional who enjoys creating structure, generating insights, improving processes, and enabling teams to deliver measurable business impact, we would love to hear from you.

Skills Desired