Strategic Customer Engagement Director
3 days ago
As a Commercial Excellence Lead at Novartis, you will drive initiatives that enhance customer engagement and optimize commercial strategies. This role involves understanding customer potential and motivations, targeting and segmentation, and providing leadership on customer-specific content.
The Commercial Excellence Lead oversees the sequencing of omnichannel engagement steps, tailoring customer experience journeys, and ensuring optimal allocation of time and channels through dynamic resource optimization.
This role leads on fieldforce productivity KPI's, data driven insights and leading capability-building approaches for field force and marketing teams.
The Commercial Excellence Lead collaborates with the therapeutic area functions to drive performance, supports launch excellence initiatives, and manages business-critical processes and systems.
Major Accountabilities:
- Devise customer centric strategy for the business to support the therapeutic areas.
- Drive initiatives to understand customer potential and motivations, including customer targeting and segmentation.
- Provide leadership on approaches to creating customer-specific content.
- Design and sequence omnichannel engagement steps to tailor customer experience journeys, fostering behavior changes.
- Lead initiatives for the optimal allocation of time and channels using Dynamic Resource Optimization (DRO), with dynamic tracking to enhance performance.
- Harmonize core KPIs and generate closed-loop insights on customer behaviors and activities to support marketing and sales teams.
- Provide leadership on omnichannel approaches in Ireland, collaborating with OCE Leads in other markets to share and adopt best practices.
- Lead capability-building initiatives for FF and marketing teams, including 6IB selling, Rep of the Future, and Leader of the Future programs.
Key Responsibilities
Define and track FF productivity KPIs in collaboration with TA Heads and BE&E Head.
Manage the FF incentives process for Ireland.
Oversee country-level performance visualisation through dashboards and monthly reporting.
Support the business with launch excellence initiatives, ensuring readiness and alignment with strategic goals.
Act as the Digital Governance Champion for Ireland, ensuring compliance and effective use of digital tools and platforms.
Own the implementation, management, training, and support of business-critical processes and systems.
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