Customer Engagement

Job Description Summary

The Customer Engagement & Business Manager (CEBM) is a strategic leadership role that combines business ownership with customer experience excellence. This hybrid position is responsible for driving the performance of a disease area portfolio while orchestrating impactful, personalized customer engagement strategies across channels.

Takes the lead as a change agent and transformative leader with strong pharma knowledge, omnichannel understanding and passion for customer experience. This role sets the direction and manages an omnichannel customer engagement and experience, delivering strategic insight, operational improvements, tactical execution and fit-for-purpose platforms to grow the company's omnichannel capability.

In the context of Morocco's evolving healthcare landscape, the CEBM acts as a key orchestrator—ensuring that Novartis delivers value engagement to healthcare professionals (HCPs), patients, and the broader ecosystem through tailored solutions, omnichannel activation, and seamless cross-functional collaboration.

Job Description

Major Accountabilities

1. Strategic Business Ownership

• Lead the commercial strategy and execution for the assigned disease area, ensuring delivery of sales and profitability within agreed budgets setting and other brand specific KPIs.
• Own full P&L responsibility, including budget planning, resource allocation, and financial forecasting.

2. Patient Journey Design

• Gather and validate customer insights, build the customer journey and identifying key "moments that matter" to guide engagement communication strategy.
• Gain a deep understanding of customer needs to co-create solutions.
• Mobilize resources/expertise and with decision authority to manage pain-points and remove roadblocks along customer journey in respective therapeutic area.

3. Omnichannel Strategy Execution & Team Enablement

Omnichannel Engagement Strategy & Execution

• Design and execute omnichannel engagement plans, enable better and faster customer engagement and outcomes.
• Operationalize the customer experience vision across all touchpoints.
• Lead the 360° customer segmentation process to inform channel mix, content personalization, and engagement tactics.
• Identify engagement gaps and opportunities for deeper customer connection and continuously evaluate channel mix effectiveness and recommend improvements.
• Drive initiatives that address pain points and enhance the overall experience across omnichannel touchpoints.
• Pilot emerging technologies (AI, virtual reality, etc.) to enhance engagement and differentiate Novartis' customer experience.
• Align and mobilize cross-functional teams to ensure seamless execution of Omnichannel Engagement Strategy.
• Work closely with peers and other functions to optimize omnichannel operations.
• Set and agree appropriate KPIs and demonstrate progress against these measures to the team.
• Manage project delivery as required: project management and planning, resourcing, vendor selection if required, configuration or build, platform roll-out, testing and user adoption / training.
• Develop, own and monitor the local Omnichannel platform roadmap, in collaboration with other BE&E functions.

Customer Experience & Feedback

• Continuously assessing Customer Experience based on customer feedback and suggestions.
• Build a strong regional and global network to leverage and share best practice. Decides on Customer engagement journey and Morocco Customer experience.
• Grow digital acumen and customer experience capability and omnichannel within the team.
• Work closely with regional and global team to operationalize customer engagement and experience vision on local level, represent Morocco priorities and interests with regional and global counterparts, including NGE / CE&E.

Technology & Platform Integration

• Ensure integration of CRM, marketing automation, and content platforms to optimize engagement and personalization.
• Leverage selected omnichannel platforms including ShamanGO (for launchpad and RTE editing and localization), Salesforce Marketing Cloud (for Mass mail), Orchestrate, HCP portal, consent and others to be agreed across BE&E, to drive Omnichannel Engagement strategy.
• Provide analytics support to customer engagement team.
• Content & Specialist Enablement
• Own the creation, localization, and deployment of scientific and promotional content across channels.
• Ensure Omnichannel Engagement Specialist readiness by aligning on product strategy, competitive landscape, tactical messaging and omnichannel engagement plan.
• Support Omnichannel Engagement Specialist's training and enablement initiatives to maximize field impact and consistency in omnichannel customer interactions.

Stakeholder Engagement

• Act as the central point of contact for top medical societies and own the engagement plan, fostering long-term partnerships and trust.

4. Market Insights & Intelligence

• Lead market research initiatives to uncover customer needs, channel preferences, and behavioral shifts.
• Translate insights into actionable recommendations for brand teams.
• Champion a customer-first mindset by continuously assessing and improving HCP satisfaction.
• Lead feedback mechanisms (surveys, interviews, analytics) to capture voice of customer.
• Monitor market trends, competitor activities, and regulatory changes to inform strategy and anticipate risks.

5. Performance Management & Governance

• Leverage analytics dashboards to track KPIs related to business performance, omnichannel engagement, and campaign ROI.
• Coordinate with supply chain team to ensure product availability and meet/exceed CPO forecast accuracy.
• Ensure full compliance with Novartis Code of Conduct, local regulatory requirements, and pharmacovigilance standards.
• Establish governance frameworks for omnichannel execution, ensuring consistency, quality, and compliance.
• Identify and mitigate risks related to digital engagement, data privacy, and reputational impact.
• Serve as a key point of contact for audits, reviews, and internal governance processes.

6. Talent Development & Culture Building

• Successfully lead the team, managing all people-management-related processes (recruiting, performance management, coaching). Identify and build key capabilities, talent pipeline and ensure proper development of assigned people.
• Lead, coach, and develop a high-performing omnichannel engagement team, ensuring alignment with strategic objectives and excellence in execution.
• Drive a culture of accountability, empowerment, and continuous learning and nurture Novartis values & behaviors.
• Promote diversity, equity, and inclusion (DEI) across all team activities and leadership practices.

Education:

• Bachelor's degree in Life Sciences, Pharmacy, Business, or Marketing. Advanced degree, MBA, master's in digital marketing is a strong asset.

Languages:

• Fluent in English (written and spoken).

• Proficiency in French and Arabic is essential for effective local market engagement.

Experience/Professional

Requirement:​

• 5 to 8 years of experience in pharmaceutical sales, marketing, customer engagement, or leading a franchise/business unit.
• Strong knowledge of Morocco's healthcare landscape and healthcare professional (HCP) engagement dynamics.
• Minimum of 2 to 3 years of people management experience is essential.
• Experience in marketing management, digital marketing, omnichannel strategy, digital platforms, Data and analytics management is highly desirable. Proven success in managing product portfolio's life cycle, and leading cross-functional teams. Strategic stakeholder management experience is a must.

Skills Desired

Agility, Asset Management, Commercial Excellence, Cross-Functional Collaboration, Customer Orientation, Digital Marketing, Healthcare Sector Understanding, Influencing Skills, Marketing Strategy, Negotiation Skills, Operational Excellence, Priority Disease Areas Expertise, Product Lifecycle Management (PLM), Product Marketing, Product Strategy, Stakeholder Engagement, Stakeholder Management, Strategic Partnerships

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