Customer Excellence Process Manager

• Drive One Brand Plan / marketing planning cadence, ensuring timelines, governance, and quality standards
• Ensure strong strategy-to-execution translation (clear KPIs, ICE alignment, measurable outcomes)
• Continuously improve marketing processes, frameworks, and tools
• Support capability building of marketers (skills, planning, execution excellence) to uplift marketeers' capability to be the best in industry and future-proof to changes in external environment (leveraging Marketing Academy executed by Capability Building)
• Lead end-to-end launch planning and execution (pre-launch → launch → post-launch)
• Orchestrate Launch Readiness Reviews (LRR) and governance processes locally
• Monitor launch KPIs, risks, and cross-functional dependencies
• Ensure alignment with global / regional launch frameworks
• Orchestrate and maintain standard ICE (International Commercial Excellence) ways of working, including key steps, governance, roles and responsibilities, and documentation needed for country implementation.
• Coordinate ICE deployment plans and timelines with Therapeutic Area (TA) teams, ensuring alignment with business cycles and local priorities.
• Ensure ICE metrics and dashboards (e.g. ICE Content & Campaign Performance Dashboard, basic ICE KPIs) are integrated into local performance conversations, while ownership of commercial decisions remains with TAs
• Coordinate the schedule and agendas for ICE workshops
• Monitor ICE adoption and process adherence across brands and TAs, identify gaps or issues, collaborate with EE Capability building for planning/executing necessary upskilling & refreshes, and propose concrete improvement actions.
• Plan, orchestrate and document handshakes between TAs, Production Hub, CLS (Commercial & Launch Strategy), Customer Excellence and DAP (Data, Analytics & Platforms) for content creation, localization, tagging and activation, aligned with the Content & Campaign Operations Process Model (CCOPM) where applicable

Experience required:

• 5+ years in Commercial Excellence, Customer Excellence, Marketing Operations, Commercial or similar roles, in pharmaceutical / life‑sciences
• Track record in designing and improving end‑to‑end processes (mapping, simplifying, defining KPIs and governance) across multiple teams.
• Ability to work with data and dashboards to identify process gaps and improvement opportunities
• Awareness of compliance and governance considerations related to promotional and non‑promotional activities, patient experience and data usage; able to embed them into processes.
• Excellent communication skills, able to translate complex frameworks and process concepts into clear, accessible guidance and tools for local teams.
• Strong knowledge of compliance and governance in regulated environments
• Ethical mindset and aligned with Novartis values

This is a unique opportunity to shape a newly created role and make a meaningful contribution to how Novartis drives customer excellence, commercial effectiveness, and launch impact.

If you are a marketer or commercial excellence professional who enjoys creating structure, generating insights, improving processes, and enabling teams to deliver measurable business impact, we would love to hear from you.