Customer Excellence Associate

Job description

Job Description

Summary -Explore, develop, implement and evaluate Digital innovation solutions that address customer needs. Co-create with key stakeholders to build partnerships and collaborations.

• Leads the delivery of multiple projects across a variety of creative and marketing channels, including print and digital media. Develop and coordinate project plans across the design, development and production stages of a project to support the successful delivery within set KPI's.
• Works in collaboration with brand teams, technical teams and all functions to maximize value.
• Provides consultancy, advice and assistance on strategy for commercialization of products, and influence marketing/Marketing Sales Operation team through delivery of proven analytics based projects.
• Provide analytics support to Novartis internal customers

Major accountabilities: Planning and management, gather requirements to develop detailed Project plans and Project estimations to task level. Proactively assist the Business to identify upcoming conflicts and resource gaps. Serve as interface with the global and local Brand teams on Project Planning and delivery management. Leads and delivers projects for Regional and global teams, ensuring adherence to timelines and quality objectives.

Ensures delivery of efficient and high-quality deliverables. Manages an efficient and high-quality team that promotes synergy and best practice sharing among resources, drives collaboration with Country Organizations in managing high standards of communication and delivering best in class services. Provide guidance on training requirements in relation to Commercial processes -Takes initiative to drive standardization of reports across brands.

Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt. Distribution of marketing samples (where applicable)

Key performance indicators

Quality and accuracy of forecast assumptions Good customer satisfaction scores Ability to manage multiple stakeholders / projects Skills Desired Analytical Thinking, Brand Awareness, Business Analytics, Change Agility, Cross-Functional Collaboration, Digital Marketing, Marketing Strategies, Media Campaigns, Project Management, Project Planning, Sales, Stakeholder Engagement, Stakeholder Management, Waterfall Model