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Customer Excellence Head

Novartis -
London

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Job details

Full-time
£84,490 - £156,910 a year

Qualifications

English
Bachelor's degree
Business
Leadership
Communication skills

Full job description

Summary

#LI-Hybrid

As Customer Excellence Head, you will act as the execution engine for customer engagement success, ensuring best-in-class omnichannel orchestration, launch readiness, and content activation. You will drive excellence frameworks (ICE, IpEx, DRO) and enable high-impact customer journeys that improve engagement quality and business performance.

About the Role

Key responsibilities

Lead omnichannel content activation and customer journey orchestration across CRM and marketing platforms
Ensure readiness and execution of launch excellence processes including LRR
Drive implementation of ICE, IpEx and DRO frameworks across teams
Oversee meetings, congresses, and events logistics, vendors, and budget management
Enable AI-driven field force planning and resource optimization
Ensure One Brand Plan milestones and marketing excellence standards are executed
Orchestrate patient and payer engagement frameworks across channels
Partner with cross-functional stakeholders to enhance customer engagement and performance
Ensure compliance, governance, and KPI tracking across all activities

Essential Requirements

University degree in bioscience or business; advanced degree preferred
8–12+ years in customer excellence, commercial excellence or omnichannel roles in pharma
Strong experience with CRM, marketing automation, and omnichannel orchestration
Proven leadership experience managing cross-functional teams
Experience in launch readiness and execution excellence
Strong stakeholder management and communication skills
Knowledge of compliance and regulatory environment
Fluent in English; local language desirable

Why Novartis

We are reimagining medicine to improve and extend people’s lives. Join us to make a meaningful impact on patients while working in a collaborative, innovative environment.

Commitment to Diversity & Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture

Benefits and Rewards: Learn about all the ways we’ll help you thrive personally and professionally.
Read our handbook (PDF 30 MB)

Primary location salary range

£84,490.00 - £156,910.00

Division

International

Business Unit

General Management

Location

United Kingdom

Site

London (The Westworks)

Company / Legal Entity

GB16 (FCRS = GB016) Novartis Pharmaceuticals UK Ltd.

Functional Area

Marketing

Job Type

Full time

Employment Type

Regular

Shift Work

Apply Now

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