Head of Customer Engagement and BE&E / Head of Customer Engagement and BE&E

Location: Rotkreuz, Switzerland #LI-Hybrid

Purpose of the Role

As Head of Customer Engagement and BE&E (Business Excellence & Execution), you will guide and support the implementation of business models that transform the healthcare system and improve access to our portfolio. Leading a matrix team of Commercial Leads and advising MSL leads, you will ensure excellence in customer engagement across the portfolio. Your strategic approach will utilize digital solutions to accelerate treatment times, enhance customer experiences, and optimize the effectiveness and efficiency of our marketing and sales model. Furthermore, you will oversee sub-teams specializing in sales management, business excellence, customer solutions, digital engagement, events, and data analytics, while collaborating with various functions such as market access, marketing, and medical teams.

This role reports directly to the President IM Switzerland.

Major Accountabilities

Customer Engagement

• Lead a matrix team of Commercial Leads and support MSL leads to enhance customer engagement across the portfolio.
• Facilitate team alignment and decision-making on field force deployment and management, including resourcing, performance management, development, and the implementation of aligned standards and frameworks.
• Foster a community among field-based roles for cross-TA exchange, learning, and collaboration.

Business Excellence & Operations

• Develop and implement go-to-market strategies, execution plans, and action plans to optimize effectiveness and efficiency.
• Enable sales, access, and MSL teams with tailored information, systems, training, and tools.
• Ensure consistent measurement, monitoring, and compliance of commercial execution initiatives and customer data management.

Customer Engagement Solutions (Data & Digital)

• Develop and implement innovative digital strategies and solutions to enhance customer engagement and facilitate data-driven decision making.
• Adapt global solutions to local needs, promote best practices, and ensure effective localization of digital platforms for priority brands.
• Align risk management and compliance with driving customer engagement performance and maximizing patient benefits.

What You’ll Bring to the Role

• A university degree in Business, Marketing, Science, or a related field; MBA is desirable.
• Full professional proficiency in English; German and/or French is considered an advantage.
• 12+ years of leadership experience in the pharmaceutical industry, including P&L and commercial management.
• Experience in commercial and/or medical field roles, ideally including Sales/MSL management.
• Expertise in product launch, commercialization, and customer engagement processes.
• Thorough understanding of digital trends and solutions, technology platforms, and products.
• Strong analytical and critical thinking abilities to interpret market trends and data, along with knowledge of regulatory requirements and compliance in the Swiss Pharma market.
• Proven ability to collaborate and influence in a complex, international matrix environment.

Why Novartis?

Helping people with diseases and their families requires more than innovative science. It demands a community of smart, passionate individuals like you, collaborating, supporting, and inspiring one another. Together, we can achieve breakthroughs that change patients’ lives. Ready to create a brighter future with us?

Benefits and Rewards

Read our handbook to learn about all the ways we’ll help you thrive personally and professionally.

Commitment to Diversity and Inclusion / EEO

Novartis is dedicated to building an inclusive work environment and diverse teams that reflect the patients and communities we serve.

Accessibility and Accommodation

Novartis is committed to providing reasonable accommodations to all individuals. If you need assistance due to a medical condition or disability for any part of the recruitment process, please reach out to us with your request and contact information. Include the job requisition number in your message.

Apply Now

Apply online using the form below. Please note that only applications matching the job profile will be considered.

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