Omnichannel Engagement Manager

Job content

Job Description

2,000! That’s the number of employees at Novartis in Belgium & Luxembourg thriving daily to have an impact and re-imagine medicine across our 3 sites in Belgium.

Bringing life-changing medicines to millions of people, Novartis sits at the intersection of cutting-edge medical science and innovative digital technology. As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers, a diverse learning suite of thousands of programs & an in-house marketplace for rotations and international project work. With strong medicines pipeline our current transformation will not just deliver growth for our business but continue to allow us to bring innovative medicines to patients quickly.

Are you curious to take up a key role as Omnichannel Engagement Manager, working in close collaboration with our diverse and energized commercial and medical teams, being a business partner to enable and enhance best in class omnichannel customer engagement tactics by unlocking values through data-driven insight and analytics to achieve portfolio growth and competitive differentiation. We fulfill the aspiration to not leave any patient behind and unleash the power of our people every day. Think about the impact you could have in Novartis Belgium.

OCE Strategy & Business Impact

Actively contribute to the local therapeutic area planning with OCE insights and tactics to ensure we deliver on our OCE/NGE strategy and local customer needs

Implementation of new Global NGE initiatives to create an orchestrated, high impact customer experience, leveraging data, technology, and personalization for a seamless customer experience

Develop innovative and disruptive digital solutions to solve patient journey pain points in single accounts or in broader settings (regions, cluster, local level) from new perspectives in close collaboration with Customer & Patient Solution Team

Explore, develop, implement, and measure end-to-end creation and delivery of effective OCE tactics

Content Adaptation and Optimalization

Support Commercial and Medical teams in creating and delivering a compelling and personalized end-to-end content through the right channel and to the right customers

Drive virtual customer engagement excellence for customer meetings, webinars, virtual peer-to-peer initiatives

Drive and inspire around the local VoC initiative in close collaboration with customer experience manager

Drive adoption of test and learn experiments and approaches for customer engagement, inspiring customer facing colleagues to plan a well-balanced channel mix interaction strategy

Adapt communication to each channel, through a thoughtful development of communication strategy by different means (F2F, Virtual, Webinar, Peer2Peer)

KPI & Stakeholders

Drives new ways of working in an agile manner to secure close collaboration and building synergies across all therapeutic areas to ensure engagement excellence

Secure frequent monitoring and communication on OCE campaign performance and customer reach across all teams and levels

Work closely with local data insight & analytics team to optimize and drive data driven planning and decision making

Key Performance Indicators:

OCE customer reach and engagement metrics

Strong customer satisfaction scores (VoC)

# of high impact OCE tactics delivered

Delivering according to NGE strategy/plan (New initiatives and platforms implemented)

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.

Minimum Requirements

English + French and /or Dutch mandatory

Experience in customer engagement & digital operations in the pharmaceutical industry or other relevant industries

Solid experience from leveraging data and insights to drive effective OCE marketing campaigns, automation, websites, personalized content, and digital media planning

Project management and collaborating cross-functionally

Experience from agile ways of working is an advantage

Strong understanding of digital trends and solutions, technology, and products

Enterprise mindset with strong solution-oriented, problem-solving approach to innovative challenges

Effective at navigating through matrix environments

Strong cross-functional collaboration skills with a “winning team” mindset

Excellence in planning and implementation, with a sense of urgency to deliver

Division

Innovative Medicines International & Chief Commercial Office

Business Unit

Region Europe IMI

Country

Belgium

Work Location

Vilvoorde

Company/Legal Entity

NOV PHA BEL

Functional Area

Marketing

Job Type

Full Time

Employment Type

Regular

Shift Work

No

Early Talent

No