At a Glance
- Tasks: Lead customer engagement success and drive innovative omnichannel strategies.
- Company: Join Novartis, a leader in reimagining medicine for better patient outcomes.
- Benefits: Competitive salary, professional growth, and a diverse, inclusive work environment.
- Other info: Dynamic role with opportunities to innovate and enhance patient experiences.
- Why this job: Make a meaningful impact on patients while collaborating with passionate teams.
- Qualifications: 8-12+ years in customer excellence roles and strong leadership skills required.
The predicted salary is between 80000 - 100000 £ per year.
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.
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 Novartis
We 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.
Benefits and Rewards
Learn about all the ways we’ll help you thrive personally and professionally.
Customer Excellence Head in London employer: Novartis Farmacéutica
At Novartis, we pride ourselves on being an exceptional employer, offering a collaborative and innovative work environment that empowers our employees to make a meaningful impact on patients' lives. With a strong commitment to diversity and inclusion, we provide ample opportunities for professional growth and development, alongside competitive benefits that support both personal and career aspirations. Located in the vibrant city of London, our team thrives in a dynamic atmosphere that fosters creativity and excellence in customer engagement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Excellence Head in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in their mission and values.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Customer Excellence Head. Highlight your leadership skills and omnichannel expertise.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Excellence Head in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Excellence Head role. Highlight your experience in customer engagement, omnichannel orchestration, and any relevant frameworks like ICE or IpEx. We want to see how your background aligns with what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you're passionate about customer excellence and how you can drive success at StudySmarter. Be sure to mention specific achievements that demonstrate your leadership and stakeholder management skills.
Showcase Your Experience:In your application, don’t just list your responsibilities; showcase your achievements! Use metrics and examples to illustrate how you've improved engagement quality or driven business performance in previous roles. We love numbers that tell a story!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy and ensures your application goes directly to our hiring team. Plus, you’ll get to explore more about our culture and values while you’re at it!
How to prepare for a job interview at Novartis Farmacéutica
✨Know Your Customer Excellence Frameworks
Familiarise yourself with the ICE, IpEx, and DRO frameworks before the interview. Be ready to discuss how you've implemented these in past roles and how they can drive customer engagement success.
✨Showcase Your Omnichannel Experience
Prepare specific examples of your experience with omnichannel content activation and customer journey orchestration. Highlight any successful campaigns you've led and the impact they had on customer engagement.
✨Demonstrate Leadership Skills
Be prepared to talk about your leadership style and how you've managed cross-functional teams. Share stories that illustrate your ability to inspire and drive excellence across diverse groups.
✨Understand Compliance and Governance
Brush up on the compliance and regulatory environment relevant to the pharma industry. Be ready to discuss how you ensure adherence to these standards while driving marketing excellence.
