Customer Engagement

**Summary**:
Novartis is among the world's leading pharmaceutical companies, always seeking to bring innovative products to patients quickly and effectively. As a global company, resources and learning opportunities at Novartis are also plentiful, involving both global and local cross-functional careers. As part of Novartis Brazil, you will have great opportunities to develop and impact the success of our business, contributing to the same purpose of reimagining medicine to improve and extend people's lives.

**About the Role**:
**Work Model**:Hybrid

**Locality**: São Paulo

This role will work directly with the area:IM: BE&E - Customer Experience

**Key responsibilities**:

- In partnership/alignment with the iCE&E team, establish the ideal channel/channel mix and experience.
- Setup reporting tools that enable a data-driven iterative and incremental CE&OE process.
- Own customer engagement and omnichannel expertise and establish, document and share WGLL (what good looks like).
- In partnership/alignment with the iCE&E team, localize and own traditional and new solutions (Veeva, SFMC, etc.).
- Define and sustain SLAs for solutions, enablers and capabilities.
- Enable incremental iteration (PDCA) by defining the baseline, owning execution, deeply understanding outcomes and developing/acting on learnings.
- Co-develop and localize meaningful and impactful content that enables positive change in customer perception and behavior.
- Co-develop the customer engagement and omnichannel execution strategy/plan with the TAs and iCE&E.

**Essential Requirements**:

- Strong experience defining and sustaining a variety of marketing tools, enablers and strategies (CRMs, digital websites and assets, etc.).
- Strong experience designing and sustaining high-performing marketing and omnichannel teams.
- Experience in leading leaders and cross-functional teams.
- Deep knowledge of marketing, digital marketing, customer engagement, and multi/omnichannel execution.
- Ability to create and build a desired culture (Unbossed, Curious, Inspired, Psychological Safety).
- Fluent in English

**Desirable Requirements**:

- Understanding of the healthcare and the pharmaceutical industry.

You’ll receive: competitive salary, annual bonus, life insurance, home office policy (home office 2x a week), retirement and wellbeing plans, flexible working arrangements, birthday day-off, parental leave, subsidized dining facilities, health insurance, employee recognition platform, Gympass, employee resource groups and virtual self-development tools.

Commitment to Diversity and Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.

Division

International

Business Unit

Corporate

Location

Brazil

Site

Santo Amaro

Company / Legal Entity

BR03 (FCRS = BR003) NOVARTIS BIOCIENCIAS S.A

Functional Area

Marketing

Job Type

Full time

Employment Type

Regular

Shift Work

No