Digital & Customer Experience Manager
NOV PHA Logistics PAN
Panama, Panama
hace 1 día

Job Description

The Customer Engagement Manager will represent the Internal expert consultant of Digital Transformation, Data Mining & Customer experience based on its deep knowledge & expertise in developing innovative strategies to ensure appropriate business model transformation.

The role is responsible to identify and implement successfully acceleration initiatives, going beyond traditional business model solutions & reinventing the engagement & experience of key customers, leading efforts on the multichannel & Digital Transformation, including defining new models and leveraging data and technology.

It has to easily understand different countries realities & needs & rapidly resonate with identified / emerging tools and solutions that can be adapted & monitored to the local needs.

Should be the ambassador on the New Generation Engagement model & customer centric model in where looking for the best customer experiences is a requirement.

Will constantly interact with local regional / Global teams & external potential partners for digital / customer experience segmentations & solutions.

Your responsibilities include, but are not limited to :

  • Act to identify and harness alliances & operational excellence across the business unit and inspires the organization to contribute to the big bold objectives by providing & infuse across the team a strong focus on customer, data & digital technology thinking across initiatives and projects.
  • Work within Integrity and Compliance policies having special focus on governance & having satisfactory audit results in (and not limited to) Digital Initiatives, NGE, Customer Experience & Innovation.
  • Build a strategic vision for Transformational Initiatives for the future of the organization. Defines Transformational Initiatives for new launches and portfolio in coordination with the X-functional team (Engagement & Strategy, Medical, Access among others) aligned with Region and Global functions, based on assessment of growth opportunities and long-term potential.
  • Lead data analytics strategy to drive optimization of science, solutions & personalized engagements. Set and reviews standard KPI reports to monitor performance of business, (digital) campaigns / tactics and conducts cross-agency campaign performance discussions.
  • Generating business intelligence through strategic gathering and analysis of market data, to better identify dynamics and business opportunities, to contribute to an effective decision making process.

    Leveraging key dynamics, policies and innovation trends, by generating new capabilities to use data as a strategic advantage.

  • Design & implement NGE capabilities of the engagement associates in-scope including seamless customer & patient experience, personalized & coordinated omni-channel engagement, content creation & digital strategy, new product launch readiness among others.
  • Lead digital strategy to drive innovation across the IM BU and champion Multichannel Engagement in alignment with Corporate Priority to go Big on Digital and Data.
  • Define and ensure implementation of the integrated digital eco-system & road map for all engagement & disease journey at key strategic milestones (e.

    g. pre-launch, annual strategic planning, strategic reviews). Identifies and implements new ways to grow the business with transformational Initiatives (eg.

    AI, Digital, RWE, Multichannel). Determine the overall objectives of creating exceptional interactive / digital customer experiences.

  • Be the voice of the customer with local teams and Inspire Customer Obsession in entire Company (Culture & Capability Building).
  • Map (digital) customer journeys, Segment & Personalize Customer Experience, find opportunities, propose new solutions & lead implementation.

    Empower customers to get real-time Feedback & insights for continuous improvement and transform process, engagement, and efficiency in every customer interaction internally and externally.

    Minimum requirements

  • University degree
  • More than 3 years of experience in Customer experience related roles (at pharma industry or another companies)
  • Certification in Digital Transformations & expertise implementing digital strategies at recognized corporations
  • Certification & proved experience in data analytics
  • English and Spanish
  • You’ll receive :

    Competitive salary, annual bonus, flexible working arrangements, subsidized dining facilities, employee recognition scheme, professional development, learning experiences, diversity & inclusion.

    Why Novartis?

    million lives were touched by Novartis medicines in , and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.

    We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation.

    That a diverse, equitable and inclusive environment inspires new ways of working.

    We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility.

    And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges.

    Because the greatest risk in life, is the risk of never trying!

    Imagine what you could do here at Novartis!

    Commitment to Diversity & Inclusion :

    Novartis is committed to building an outstanding, inclusive work environment and diverse team’s representative of the patients and communities we serve.

    Join our Novartis Network : If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here :

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