# Customer Excellence HeadREQ-10079911Jun 08, 2026United Kingdom### Summary#LI-Hybrid As Customer Excellence Head, you will act as the execution engine for customer engagement success, ensuring best-in-class omnichannel orchestration, launch readiness, and content activation. You will drive excellence frameworks (ICE, IpEx, DRO) and enable high-impact customer journeys that improve engagement quality and business performance.### About the Role# Key responsibilities* Lead omnichannel content activation and customer journey orchestration across CRM and marketing platforms* Ensure readiness and execution of launch excellence processes including LRR* Drive implementation of ICE, IpEx and DRO frameworks across teams* Oversee meetings, congresses, and events logistics, vendors, and budget management* Enable AI-driven field force planning and resource optimization* Ensure One Brand Plan milestones and marketing excellence standards are executed* Orchestrate patient and payer engagement frameworks across channels* Partner with cross-functional stakeholders to enhance customer engagement and performance* Ensure compliance, governance, and KPI tracking across all activities# Essential Requirements* University degree in bioscience or business; advanced degree preferred* 8–12+ years in customer excellence, commercial excellence or omnichannel roles in pharma* Strong experience with CRM, marketing automation, and omnichannel orchestration* Proven leadership experience managing cross-functional teams* Experience in launch readiness and execution excellence* Strong stakeholder management and communication skills* Knowledge of compliance and regulatory environment* Fluent in English; local language desirable# Why NovartisWe are reimagining medicine to improve and extend people’s lives. Join us to make a meaningful impact on patients while working in a collaborative, innovative environment.Commitment to Diversity & Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.**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**Benefits and Rewards:** Learn about all the ways we’ll help you thrive personally and professionally. Read our handbook (PDF 30 MB)InternationalGeneral ManagementUnited KingdomLondon (The Westworks)GB16 (FCRS = GB016) Novartis Pharmaceuticals UK Ltd.MarketingFull timeRegularNoMarketingInternationalUnited KingdomREQ-10079911### Customer Excellence Head #J-18808-Ljbffr
