Customer Excellence Associate

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

Job Description

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