Customer Engagement Specialist, Oncology & Transplant - ESA at Novartis

Full Job Description

Purpose:

The Customer Engagement Specialist is responsible for driving the sales operations plan and for achieving agreed sales and broader performance targets for their part of the organization/specific product area. Additionally, the Customer Engagement Specialist will:

• Support the development of an effective sales team through training and coaching or management of key commercial programs.
• Be accountable for driving and optimizing profitability and market share growth.
• Elaborate on local strategy and tactical plans and ensure their implementation; this includes developing close relationships and calling on targeted customers as well as executing field activities.
• Manage Project development in performance and adjust plans accordingly.
• Support on development and implementation of customer-centric and patient-centric programs which create value to key customers and stakeholders so as to maximize Novartis access and market share.
• Actively seek business opportunities, based on a clear and full understanding of products and territory accounts.

The main goal is to enhance an individualized Customer Experience to our stakeholders using an omnichannel engagement approach provided by all functions and departments.

Major Accountabilities:

• Required to travel regionally for customer visits.
• Accountable for achieving agreed sales, productivity and performance targets.
• Creates and executes business plans to drive this achievement and is responsible for execution of brands’ strategic and tactical plans in line with company strategy and standards.
• Works independently to maintain existing clients and to develop new business opportunities.
• Manages and optimizes effective allocation of resources to deliver required business results.
• Manages area sales and expense budgets.
• Become a consultant for Brand-Teams and Customer Facing roles to help them to embed an Omni-Channel congress & event strategy as part of their business processes (Brand Plans & Account Plans) customized according to the need of the individual stakeholder.
• Monitor, revise and analyze impact, define new omnichannel KPIs to optimize customer engagement, maximizing the customer experience
• Manages relationships with key accounts’ decision makers, medical experts, patient associations; and other colleagues across business functions to achieve desired results.
• Integrates and assess Global/Regional congress and event strategies and tactics as well as shares Best Practices with them.
• Masters product knowledge and disease area knowledge.
• Gathers and is updated on required information regarding the market, key competitors’ market data, pricing intelligence, key accounts etc.
• Ensures Excellency in Customer Satisfaction and Customer Services.
• Complete all reporting and administrative requirements in a timely and accurate manner.
• Operates within Novartis compliance, policies and procedures; and creates a culture that ensures all reports, direct and indirect, do the same. Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt

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

Education & Qualifications

University degree in science and/or business marketing or Equivalent is preferred.

Experience/Professional requirement:

• Able to understand changing dynamics of pharmaceutical industry
• Market Knowledge and Network is desirable
• Pre-launch activities
• Sales in Healthcare / Pharma / related business
• Experience with Innovative pharmaceuticals or medical products market, preferably in Oncology & Transplant
• 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
• Excellent analytical, strategic and KPI measurement combined with strong Marketing / Project Management skills
• High drive for superior results, process improvement and simplification
• Excellent collaboration skills – ability to partner across suppliers, internal functions and other regions