Customer Engagement Manager

Band

Level 4

 

Job Description Summary

To achieve agreed sales, productivity, and performance targets by developing and delivering strategies to reach more patients faster while providing a seamless customer experience. This includes creating and executing an industry-leading service for healthcare teams at RLT treatment centers, supporting the end-to-end operational process from product request to delivery, and identifying opportunities to enhance customer experience.

 

Job Description

Major Accountabilities

• Meet or exceed sales targets within agreed budgets and timescales.
• Engage with multi-disciplinary teams in key accounts to support center onboarding to Novartis RLTs, including future launches.
• Demonstrate advanced scientific knowledge of disease and products within the therapeutic areas of the franchise.
• Master excellent communication skills to engage with key scientific leaders and decision-makers in key accounts.
• Gain and communicate business and therapy area insights internally within cross-functional teams.
• Achieve agreed contact, coverage, and frequency targets through face-to-face meetings and deliver customer-centric activities within the operating budget.
• Promote defined Novartis products according to campaign briefs and policies.
• Ensure outstanding personal and team knowledge of Novartis priority products, technical information, product strategy, positioning, key messages, and programs.
• Administer territory business effectively, maintaining high-quality record systems, daily communication with administrative systems, and timely processing of territory business expenses.
• Establish, maintain, and improve the customer experience in Novartis RLT by implementing a customer-centric approach to operations management for treatment centers.
• Act as a bridge between manufacturing, supply functions, commercial, clinical, and medical teams to facilitate timely and safe delivery of patient treatment.
• Provide comprehensive customer care and support external and internal stakeholders with various activities.
• Lead RLT to ensure an optimal customer experience in RLT ordering, order tracking, and issue resolution.
• Launch and implement the RLTCare program, ensuring alignment with international strategies and local objectives.
• Ensure timely response on customer hotline, generic email, and other communication channels.
• Conduct training sessions for treatment centers to ensure they have the necessary knowledge and skills to utilize the RLT platforms effectively.
• Prioritize customer needs and co-create customer-centric approaches to deliver seamless and personalized customer experience and engagement.
• Lead and contribute to process improvement projects to streamline processes, improve accuracy, and enhance efficiency.
• Minimize delivery time while maintaining reliability through efficient coordination and proactive planning.

Key Performance Indicators

• Sales and market share targets.
• Key account onboarding checklist completion for RLT readiness.
• Contact rate and coverage.
• Therapy/product knowledge.
• Delivery of RLT account mapping updates.
• Territory administration.
• Timely patient treatment by executing relevant order management, logistics, and customer service programs efficiently and compliantly.
• Minimize required “door-to-door” delivery time while ensuring reliability of anticipated delivery dates.
• Efficiently and compliantly execute relevant order management and customer service programs.
• Build trust and confidence with internal and external customers.
• Support key customer initiatives to address gaps in RLT patient management.
• Utilize Novartis platforms, programs, tools, and communication materials to address customer needs effectively.
• Identify key drivers of a successful RLT Operations Support Program and actively participate in its development.
• Evaluate programs and services through internal and external customer satisfaction measures.
• Ensure compliance with all laws, regulations, and policies governing the conduct of customer service programs or activities.
• Ensure RLTcare program seamless execution.

Compliance

• Ensure adherence to all relevant Novartis policies and procedures for self and team.
• Execute timely CAPA implementation and documentation for any audit findings.
• Ensure Information Security & Risk Management (ISRM) and data integrity compliance.
• Execute Business Continuity for the Program’s responsibilities.

Ideal Background

Education

• Bachelor’s in pharmacy or life science degree.
• Operational degree or MBA preferred.

Languages

• Arabic and English fluency required.

Experience

• Minimum of 5 years of successful selling track record in the pharma environment.
• Supply chain/logistics, KAM experience preferred.
• Understanding of the pharmaceutical industry and healthcare business service offerings and customer needs.
• Strong track record of successful team collaboration and delivery of results.
• Oncology and/or Prostate cancer experience is preferred.

Skills

• Excellent communication skills (verbal, written) with the ability to establish relationships and address customer issues.
• High level of emotional intelligence, agility, empathy, and problem-solving skills.
• Ability to operate in ambiguity and adapt to change.
• Problem-solving skills and a new solutions mindset.
• Collaborative mindset to manage local and regional cross-functional interactions.
• Strategic thinking to anticipate and plan for critical needs to support centers.
• Proficient at uncovering customer-based insights/needs and leveraging this knowledge to drive satisfaction and process improvements.
• Ability to work well across a matrix organization with strong collaboration skills.
• Advanced digital skills.
• Operational efficiency.

 

Skills Desired

Analytical Skill, Change Management, Coaching, Collaboration, Commercial Excellence, Complexity Management, Compliance, Ethics, Healthcare Sector, Leadership, Management, Mentorship, Problem Solving Skills, Professional Communication, Team Work