Customer Engagement Consultant IM-NS (Coastal) at Novartis

Job Description

Major Accountabilities
The Customer Engagement Consultant (CE Consultant) delivers the power of data for best-in-class decision making at business level.

They will deeply understand the business strategy, priorities and needs and has the ability to ask the relevant question and mobilize all internal resources in order to pro-vide the most relevant insights to inform on current business decisions and future stra-tegic directions.

Their focus is to accelerate the ability to compete by creating new growth drivers based on better understanding of our customers and patients and finding new ways to bring value and engage with them.

Key Responsbilities

• Deliver personalized customer experience via customer-specific omni-channel inter-action aligned to customer type and leveraging new technology for business and customer needs to execute a touch point plan to move customers along A to B shift
• Carrying customer facing activities primarily focusing on care management tackling pain-points of the full patient journey (Awareness, Diagnosis, Treatment, Follow up)
• Presents Monthly Territory Business Plans to cross divisional team; Prioritise per-formance objectives aligned with the Therapeutic Area objectives.
• Drive a “customer in” mindset by consistently gather store and leverage customer data to feed business decision making
• Ensures cross-functional understanding of these plans with the Therapeutic Area. Be an active member of the Therapeutic Area (TA) teams, deeply understanding TA Strategy, priorities and challenges and defining the key business questions to be answered through data.
• Collaborate with Business Excellence & Execution Team to produce the relevant in-sights, through data, and answer to the business key questions.
• Acts as point of integration and collaboration for specific Novartis brands, in specific Territories /Accounts to ensure full 360-degree approach to account management
• Responsible for achievement of the Territory Plans and aims to deliver the required territory sales targets.
• Ensure ongoing upskilling of disease and product knowledge in line with Novartis standards, through C4 tests.
• Engage in continuous development, through classroom and online learning
• Submission and completion of P3 approval and reconcile all planned events.
• Role carrying customer facing activities, with an ability to orchestrate channels and cross-functional resources, engage both F2F and digitally, provide solutions beyond the product & use analytics to tailor engagement.
• Promotes Novartis portfolio and services by providing the latest, relevant, and au-thorized data, key messages, and disease information to the right customer at the right time.
• To support HCP decision making and optimize patient outcomes in an ethical way.
• Purpose around improving the patient journey, as well as strong passion to create value and impact the stakeholders
• Supports the achievement of Novartis business goals by implementing value-based solutions with customers and designated accounts
• Establish Novartis as the preferred partner of choice with customers
• Support the creation of a customer-centric approach, in alignment with Novartis V&B’s.
• Responsible for meeting/exceeding customers’ expectations, on time response to customers’ requests in coordination and alignment with the internal stakeholders, as supporting the whole Therapeutic Area to achieve their targets while managing the dynamic market changes.
• Required to travel regionally for customer visits
• Required attendance at congresses as per TA expectations
• Builds and sustains long term customer partnerships with certain (Territory /Accounts) that create mutual value
• The role is empowered to pull in expertise and resources locally in alignment with cross-functional team when needed
• Actions and reports on competitive intelligence activities
• Manage or works on projects that support the Therapeutic Area
• Adverse events must be reported within 24 hours of becoming aware of the event to drug safety
• MS gain and monitoring VS competition.
• Driving patient support programmes at a customer facing level
• Collaborate with internal stakeholders to expand patient access.
• Effective business relationship with HCPs/ Accounts to deliver current and future business opportunities in line with our V&B’s

KPI's

• Sales versus Target
• Product Market Share
• Territory Management Implementation
• Sales Force Productivity (CRM)/Sales force/Veeva utilization
• Product knowledge (C4 Tests)
• Values and Behaviours

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.

Minimum requirements

• University degree in science and/or business, marketing or Equivalent is preferred
• Experience with Innovative pharmaceuticals or medical products market
• Successful in-person and virtual customer facing experience in healthcare/pharma sector
• 3 - 5 years’ Sales and Operational experience in customer-facing roles
• Demonstrated operational skills and performance delivery, ideally in leading transformational change
• Establishing and managing strategic partners
• Customer experience management (services & solutions)
• Innovative and strategic thinking
• Digital Skills – Presentations (via PowerPoint and MS Teams)
• Analysing sales data – via Excel
• Interpersonal skills / Emotional Intelligence
• Negotiation / Influencing skills
• Planning and decision making