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For Companies At a Glance
- Tasks: Enhance customer satisfaction and drive brand loyalty through strategic marketing initiatives.
- Company: Join Novartis, a leading pharmaceutical company dedicated to improving lives.
- Benefits: Enjoy competitive salary, annual bonus, flexible working, and 25 days annual leave.
- Why this job: Make a real impact on customer experiences while collaborating with diverse teams.
- Qualifications: Proven project management skills and digital marketing expertise are essential.
- Other info: This is an entry-level full-time role based in London.
The predicted salary is between 42000 - 77000 £ per year.
Summary
As a Customer Experience Manager, you will play a pivotal role in enhancing customer experience and satisfaction, driving loyalty across our three Haematology brands. Your efforts will directly impact how customers perceive and interact with our Haematology portfolio, ensuring they have a seamless and positive experience at every touchpoint, with a red thread running through all our engagements. By seeking out and inspiring best practice, including leading the execution of promotional activities and collaborating with cross-functional teams, you will help shape the future of our customer engagement strategies and end-to-end delivery. This is an exciting opportunity to make a significant difference for our customers and contribute to the growth of our brands.
About the Role
Location: London Office with Hybrid working (12 days per month in the office)
This role is based in London, UK. Novartis is unable to offer relocation or visa support for this role: please only apply if this location is accessible for you and you have the right to work in the UK.
Key Responsibilities
- Work closely with the brand teams to execute and monitor promotional activities, such as BSH Congress and above-brand tactics, to support brand growth.
- Develop end-to-end customer experience (defining the channels and touchpoints) and maintain a red thread across all customer-facing activities for Haematology, ensuring consistency and synergies between our three brands and customers.
- Identify market insights through customer interactions and track and analyse customer engagement KPIs, to gather brand-specific and above-brand opportunities.
- Own the customer segmentation process and customer journey stages, and liaise cross-functionally to integrate them with operational planning cycles and ICE.
- Act as a central connector between Marketing, Medical and Sales, bringing the customer perspective into discussions to maximise impact of activities.
Skills:
- Strong project management skills to oversee and execute marketing initiatives.
- Excellent agility and adaptability to respond to ambiguity and changing market conditions and customer needs.
- Ability to design and execute customer journeys, with a focus on segmentation, adoption stages, and behavioural change.
- Experience in stakeholder management & influencing to build and maintain strategic partnerships internally and externally.
Desirable Requirements:
- Marketing and/or customer-facing experience desired
- Proficiency in digital marketing to enhance brand presence and customer engagement.
- Strong understanding of Haematology or rare disease portfolios.
- Familiarity with tools like Veeva, segmentation templates, and content audit frameworks.
- Understanding of ICE (International Commercialisation Excellence)
Languages:
- English.
Commitment to Diversity:
We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
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:
You\’ll receive:
Competitive salary, Sales incentive bonus, Pension scheme, Share purchase scheme, Health insurance, 25 days annual leave, Flexible working arrangements, subsidized dining facilities, Employee recognition scheme, learning and development opportunities.
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:
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?
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:
Benefits and Rewards: Read our handbook to learn about all the ways we\’ll help you thrive personally and professionally:
Division
International
Business Unit
Universal Hierarchy Node
Location
United Kingdom
Site
London (The Westworks)
Company / Legal Entity
GB16 (FCRS = GB016) Novartis Pharmaceuticals UK Ltd.
Functional Area
Marketing
Job Type
Full time
Employment Type
Regular
Shift Work
No
Novartis is committed to building an outstanding, inclusive work environment and diverse teams\’ representative of the patients and communities we serve.
Customer Experience Manager employer: Novartis
Contact Detail:
Novartis Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Familiarise yourself with Novartis' brand values and mission. Understanding their commitment to improving lives will help you align your responses during interviews, showcasing how your personal values resonate with theirs.
✨Tip Number 2
Network with current or former employees of Novartis on platforms like LinkedIn. Engaging in conversations can provide you with insider knowledge about the company culture and expectations for the Customer Experience Manager role.
✨Tip Number 3
Stay updated on the latest trends in customer experience and digital marketing within the healthcare sector. Being able to discuss recent developments or case studies during your interview can demonstrate your expertise and enthusiasm for the role.
✨Tip Number 4
Prepare specific examples from your past experiences that highlight your project management skills and ability to work cross-functionally. Tailoring your stories to reflect the responsibilities outlined in the job description will make you a more compelling candidate.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer experience management, project management, and digital marketing. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for enhancing customer satisfaction and brand loyalty. Share specific examples of how you've successfully managed customer interactions or marketing initiatives in the past.
Showcase Cross-Cultural Experience: Since the role requires proven cross-cultural experience, include examples that demonstrate your ability to manage diverse teams and customer interactions effectively.
Highlight Adaptability: Emphasise your agility and adaptability in responding to changing market conditions. Provide examples of how you've successfully navigated challenges in previous roles to meet customer needs.
How to prepare for a job interview at Novartis
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Customer Experience Manager. Familiarise yourself with how customer satisfaction and brand loyalty are measured, as well as the specific tasks mentioned in the job description.
✨Showcase Your Project Management Skills
Prepare examples from your past experiences that demonstrate your project management abilities. Be ready to discuss how you've successfully executed marketing initiatives and managed budgets in previous roles.
✨Highlight Cross-Cultural Experience
Since the role requires managing diverse teams and customer interactions, be prepared to share your experiences working in multicultural environments. Discuss how you adapted your strategies to meet the needs of different customer segments.
✨Demonstrate Digital Marketing Proficiency
As digital marketing is crucial for enhancing brand presence, come equipped with examples of successful digital campaigns you've led or contributed to. Be ready to discuss how you can leverage digital tools to improve customer engagement.
