At a Glance
- Tasks: Lead customer engagement strategies and ensure seamless omnichannel experiences.
- Company: Join Novartis, a leader in reimagining medicine for better lives.
- Benefits: Inclusive work environment, competitive salary, and opportunities for professional growth.
- Other info: Dynamic role with a focus on collaboration and diversity.
- Why this job: Make a real impact on patient lives while driving innovative customer excellence.
- Qualifications: 8-12 years in customer excellence roles with strong leadership and communication skills.
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.
Skills Desired
- Agility
- Brand Analysis
- Brand Awareness
- Commercial Excellence
- Cross-Functional Collaboration
- Customer Engagement
- Customer Experience
- Customer Insights
- Data Strategy
- Digital Marketing
- Go-To-Market Strategy
- Healthcare Needs
- Healthcare outcomes
- Influencing Skills
- Inspirational Leadership
- Launch products
- Marketing Strategy
- Media Campaigns
- People Management
- Product Marketing
- Product Roadmap
- Return on Investment (ROI)
- Stakeholder Engagement
- Stakeholder Management
Customer Excellence Head in London employer: Novartis
At Novartis, we pride ourselves on being an exceptional employer, offering a dynamic and inclusive work culture that fosters innovation and collaboration. As the Customer Excellence Head, you will have access to unparalleled growth opportunities within the pharmaceutical industry, supported by a commitment to diversity and a focus on improving patient outcomes. Our hybrid work model allows for flexibility while ensuring you are part of a team dedicated to excellence in customer engagement and performance.
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 your connections in the industry, attend relevant events, and engage with professionals on platforms like LinkedIn. We can’t stress enough how personal connections can open doors that applications alone can’t.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer engagement strategies and think about how you can contribute. We want you to shine, so practice common interview questions and have your own ready to ask!
✨Tip Number 3
Showcase your skills through real-life examples. When discussing your experience, focus on specific achievements related to customer excellence and omnichannel strategies. We love hearing about how you’ve made an impact in previous roles!
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can leave a lasting impression. We recommend reiterating your enthusiasm for the role and how you can help drive customer engagement success.
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 speaks directly to the role of Customer Excellence Head. Highlight your experience in customer engagement, omnichannel strategies, and any relevant frameworks like ICE or IpEx. We want to see how your background aligns with our mission!
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 impactful customer journeys. Be sure to mention specific achievements that demonstrate your leadership and stakeholder management skills.
Showcase Relevant Experience:When detailing your work history, focus on roles where you've led cross-functional teams or managed CRM and marketing automation projects. We love seeing concrete examples of how you've improved engagement quality and business performance in previous positions.
Apply Through Our Website:We encourage you to apply through our website for a smoother application process. It helps us keep track of your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Novartis
✨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 influence others towards achieving common goals.
✨Understand Compliance and Regulatory Environments
Brush up on the compliance and regulatory aspects relevant to the pharma industry. Being able to discuss how you ensure adherence to these standards will show your depth of knowledge and commitment to excellence.
