Job Description Summary
The Customer Excellence lead and its pillar team serve as the execution engine for customer engagement success, ensuring that launches readiness reviews are strategically planned, content is activated across channels, and customer engagement is orchestrated with precision. It oversees frameworks like ICE, IpEx to drive consistent excellence across teams.

Job Description
Responsibilities:
- Lead the Customer Excellence agenda, ensuring a seamless omnichannel experience for healthcare professionals, payers, and patients through data-driven customer journeys and engagement strategies.
- Drive content activation and channel orchestration across CRM, SFMC, and customer engagement platforms, ensuring the right content reaches the right stakeholder at the right time.
- Champion Marketing Excellence by embedding best-in-class standards, governance, and execution of the One Brand Plan framework to strengthen commercial capabilities and business performance.
- Oversee Launch Excellence processes, partnering with local, regional,



and general teams to ensure launch readiness and flawless execution of strategic product launches.
- Generate customer, payer, and patient insights that translate into actionable recommendations, improving engagement effectiveness and supporting business decision-making.
- Lead the deployment and continuous improvement of personalized and omnichannel patient engagement frameworks, ensuring exceptional patient experiences throughout the journey.
- Direct governance and operational excellence for Patient Support Programs (PSPs) and Patient-Oriented Programs (POPs), ensuring compliance, sustainability, and measurable impact.
- Partner with Compliance, Legal, Medical, Value & Access, Procurement, Data Privacy, Patient Safety, and external service providers to ensure operational excellence and adherence to regulatory standards.
- Define and monitor performance indicators, dashboards, and analytics to identify opportunities, optimize

📌 Customer Excellence Lead (Ramallo)
🏢 Novartis
📍 Ramallo