Product and Customer Experience Manager

☞ Novartis Belux

View: 150

Update day: 26-11-2025

Location: Vilvoorde Flemish Brabant

Category: Consulting / Customer Service IT - Software

Industry: Pharmaceuticals

Position: Mid-Senior level

Job type: Full-time

Loading ...

Job content

Job Description

To strengthen our presence within the domain of Heart Failure, Novartis is looking for a dynamic, innovative and execution oriented Customer Experience Manager, who likes to challenge the status quo. With that role we aim at maximizing market performance of a brand by improving the experience customers have with Novartis, with the goal of increasing customer satisfaction and deliver sales objectives.
  • Maximize customer experience across three disciplines: customer loyalty management, customer relationship management and customer value management
  • Assess, organize, plan and monitor our brand customer service & experience to ensure optimized interaction between NVS and our customers
  • Creates and delivers the local strategic & operational plans in-line with Global/CPO direction, i.e. Unified Patient Journey (UPJ), Integrated Product Strategy (IPS); customer experience services
  • Drive mindset shift from Product to customer within the franchise
  • Proactive development of marketing and promotional mix to meet brand objectives and customer needs, fully integrating digital in marketing mix and strategy
  • Delivers ongoing market & brand analyses and implements strategic plans based on the outcome
  • Monitor business performance KPI’s and external environment on an ongoing basis via appropriate tools to deliver corrective action as required to meet business objectives.
  • Liaison with external agencies to deliver initiatives for brand
  • Works closely with brand teams to address local needs and adapt promotional accordingly.
  • In depth disease and market understanding to develop customer insights through appropriate techniques/tools
  • Acts as a brand champion to create enthusiasm and focus internally and with external customers and agencies.
  • In alignment to the overall marketing planning, takes responsibility to provide proper internal communication regarding customer experience, product news and marketing activities in sales cycle meetings, ensures the appropriate marketing support for the brands is provided to the Sales teams
  • Full financial accountability of Advertising and Promotion budgets
Minimum Requirements
  • University degree or equivalent in Science, Marketing or Business qualification.
  • Dutch and/or French – Fluent
  • English – Fluent
  • Customer experience manager (Commercial, medical)
  • Marketing services experience or brand management experience.
  • Strong Customer Focus
  • Strong communication skills
  • Team player, positive mindset
  • Digitally savy
  • Curious, open to change and ambiguity
  • Learning agility
  • Business Accumen
  • Analytical and strategic skills Creativity
  • Drive For results
Division
PHARMA

Business Unit
REGION EUROPE PHARMA

Country
Belgium

Work Location
Vilvoorde

Company/Legal Entity

NOV PHA BEL

Functional Area
Marketing

Job Type
Full Time

Employment Type
Regular

Shift Work
No
Loading ...
Loading ...

Deadline: 10-01-2026

Click to apply for free candidate

Apply

Report job
Loading ...

SIMILAR JOBS

Loading ...
Loading ...