Customer Engagement

391372BR

**Customer Engagement & Experience Lead, APMA**:
Singapore

**About the role**

4 The 4 essential elements that shape our culture: Inspired. Curious. Unbossed. Integrity. Our mission is to discover new ways to improve and extend peoples’ lives. Your passion to build, execute business plans to meet the sales goals, develop effective professional business relationships with Healthcare Professionals will help the world understand what these medicines do, why they matter and how Novartis is striving to reimagine medicine.
As Customer Engagement & Experience Lead, APMA, you will take ownership of APMA’s customer engagement excellence and experiences and its capabilities building, bridging APMA’s business strategies and executions and customer engagements for optimized customer experiences. This role tracks core critical metrics for channel execution, collect insights about omnichannel performance and take corrective actions. It closely collaborates with global CEE teams on Customer Engagement, Content & Channels, Customer Experience Design as well as Patient Solutions & Services Design to deploy and customize new GTM models, OCE content to APMA and ensure relevance to countries and successful country deployment.
**Your Responsibilities**:
Your responsibilities include, but not limited to:

- Contribute to shaping and implementing the integrated Insights and Analytics plan for a business. Co-define a (customer centric) vision and priorities for the Insights and Analytics team based on needs of the business, Insights and Analytics vision, input from team and partners.
- Proactively propose analytical solutions to business questions and problems and provide key customers (e.g., TA teams) with new data driven ideas and actionable recommendations that enables better decision-making and improve the business excellence.
- Lead, develop and step-change market research to develop deeper and more integrated customer and market insights. Develop advanced technological ideas and guides their development into a final product.
- Leverage modern, non-traditional tools and strategies using internal and external data sources to gain market insights. Explore and evaluate new data sources for targeting to drive Insights and innovation and to see opportunities for improvement.
- Serve as prime consultant and external spokesperson for the organization on highly significant matters relating to policies, programs, and long-range goals and objectives.
- Maintain transparency into market research budgets, optimizes deployment of resources, identifies areas of improvement/productivity, and impacts. Maintain full compliance with internal and external guidelines: stays current on external and internal guidelines.
- Foster collaboration, customer centric solution design within Global Integrated Insights teams as well as with TA team, Medical and priority markets. Supports the development of patient models to enable country and global analytics.
- OCE content development, adaptation, execution, excellence and innovation
- Adaptation of content from the content supply chain to be tailored to / usable in different channels in APMA
- Responsible for automated marketing campaigns and update of customer portals and platforms
- Content distribution via omnichannel in close alignment with field roles to deliver personalized engagement
- Channels planning & content visibility across channels & campaigns
- Track core metrics for channel execution, collect insights about omnichannel performance and take corrective actions
- Design test & learn studies and closed customer feedback loops to rapidly adapt and enable more thoughtful omnichannel deployment
- Exploring/ testing new GTM models, focused on digital engagement

**Commitment to Diversity & Inclusion**:

- We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve._

**Role Requirements**

**What you’ll bring to the role**:

- Degree in Life Sciences, Pharmacy, Biomedical or other related field.
- Minimum of 10 years digital Marketing experience with multi-functional experience in CPG, Pharmaceutical or Biotech industries, with solid knowledge in SEO, SEM, HCP Portal, HCP Tools
- Transformational Leader with strategic experiences to transform the business into next generation engagement.
- Deep expertise in data science, customer engagement, social media and CRM and ability to use journey mapping, personalization and content to realize and improve customer value. Track record for delivering in-market solutions
- Understanding of data privacy practices and of regulatory and legal implications of collecting Personally identifiable information (PII).
- Ability to lead/enable multiple top-priority deliverables on time, on scope, on budget. Strategic and analytical thinking, as demonstrated by key projects/initiatives.
- Develop and operationalize digital engagement and integrate a marketing frame