Director, Rlt Customer Service

vor 1 Woche

Geneve, Schweiz Novartis Vollzeit

**AAA Statement**

**Advanced Accelerator Applications, a Novartis company, is an innovative medicines company focused on the development of products for targeted radioligand therapy and precision radioligand imaging. We are committed to transforming patients’ lives by leading innovation in nuclear medicine.**

**AAA offers professionals the opportunity to face new challenges and pursue a career in a fast growing, technology driven healthcare company. We are passionate about improving patient health by leading innovation in nuclear medicine. We are looking for people who share our commitment to help us achieve this goal. Advanced Accelerator Applications is an Equal Opportunity Employer (EOE).**
- Job Purpose:

- The Director, RLT Customer Service & Operations will be responsible for providing personalized customer service and operational support for RLT customers by operationalizing RLT customer experience strategy.
- This role will drive, in partnership with the RLT Customer Strategy & Engagement and RLT Customer Platforms & Analytics teams, the implementation of appropriate KPIs to measure, continuously improve and deploy a seamless RLT customer experience.
- Major Activities:
- Customer Service
- Support customers (HCPs and hospital accounts) across International Markets in the case management process in partnership with International Market teams
- Collaborate with RLT Customer Platforms & Analytics and International Market teams to create local RLT Customer Service functions for International Markets, supporting day-to-day operations and continuous improvement

Collaborate with US PSS team to share best practices and drive seamless RLT customer interactions- Business Excellence
- Responsible for driving RLT business excellence across International Markets and improving the execution of field teams
- Ownership and day-to-day operations of the CRM & MLR systems for RLT with outstanding practices to enable measurable customer experience excellence at scale
- In close partnership with RLT Customer Strategy & Engagement, RLT Customer Platforms & Analytics and International Market teams, define and implement KPIs to measure voice of the customer and continuously improve RLT customer seamless experience through metrics, insights and reporting
- Design, implement and embed business excellence and training initiatives that drive seamless RLT customer experiences
- Partner with CE&E and MAP experts to leverage resources and best practices to enable seamless RLT-specific customer experiences
- Lead Field Technical support to International Markets
- Manage and develop a team of Field Technical Specialists who will be responsible for:

- Providing direct technical support to country teams and customers to ensure optimal pull-through of all products
- Training customers on how to use Pluvicto and Locametz to support launch in Prostate cancer (radiolabeling, infusion, & waste management); continue to provide customer support on Lutathera, Somakit, Netspot
- Partner with QA team to investigate and troubleshoot customer complaints; perform root cause analyses on product administration and handling issues
- Partner with the International Markets’ medical and commercial teams to ensure that:

- RLT sites of care are fully supported from a technical management perspective, employing continuous operational improvements
- Hospital key staff, including HCPs, coordinators, nuclear medicine staff and nurses, are prepared for the receipt, handling and disposal of Novartis radiopharmaceutical products
- Team Leadership
- Accountable for operationalizing RLT customer experience strategy
- Accountable for building, tracking and reporting voice of the customer through KPIs
- Accountable for financial planning and tracking of budgets vs targets and driving risk management and contingency planning
- Responsible for line management, training and development of the RLT Customer Service & Operations team members

Number of associates: Direct: 5
- Financial responsibility: Budget, cost, sales, etc.

**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._

**Minimum requirements**
- Education: Advanced university degree in science and / or pharmacology, pharmacy or medicine
- 8+ years’ experience with Commercial and Medical Pharmaceutical Operations and Customer Service
- 5+ years of experience building and managing teams
- Minimum of 2 years of experience in Radioligand Therapy or complex therapies
- Experience of working across major markets (e.g., US, Germany) especially in the context of customer facing strategies and execution
- Experience in driving initiatives in large organizations with high degree of leadership exposure and related responsibilities, in pharmaceuticals or other industries
- Previous people manager and project lead experience within customer service and/or operations is

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