Associate Director, Rlt Customer Engagement

vor 3 Wochen

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 Associate Director, RLT Customer Engagement & Activation will lead the creation and execution of omnichannel customer engagement strategies that are customer-centric, personalized and impactful. This role will partner with key stakeholders across international markets to drive end-to-end campaign management, maximize use of existing content and channels, identify new opportunities to enhance our customer engagement strategy and play a key role in installing best practices for customer engagement across the business.
- In this role the incumbent will also lead customer activation including channel/campaign orchestration for the respective country alignment, ensuring consistency across markets; manage demand intake and forecast to ensure scalable resources to contribute to a seamless RLT customer experience.
- Major Activities:

- Customer Engagement:
- Develop innovative customer engagement strategies in line with RLT strategic imperatives, acknowledging the individual International market specifications to deliver against brand requirements
- Lead the development of the RLT Omnichannel Engagement (OCE) Program and execute with International Market teams, including consistent consent capture, customer acquisition, channel activation, touchpoint journey mapping, media planning and OCE content creation
- Establish and roll out customer segmentation model for RLT
- Leverage and build on new technologies and capabilities to compliment or replace traditional marketing and sales tactics through omnichannel initiatives that are customer-centric, personalized, and impactful
- Lead Voice of Customer program for RLT to uncover feedback and evolve engagement activities

Customer Activation:
- Identify and mitigate roadblocks, socialize campaigns and results, and create story alignment to drive engagement across priority audiences.
- Ensure excellence in timely, quality execution by partnering with CE&E Operations and the International Market teams on processes and workflows
- Embed customer-centric innovation practices across the business, transforming marketing processes, culture and ways of working
- Champion driving data and enhanced analytics to support a capability uplift adopting a “data driven” marketing mindset and approach
- Define consistent metrics for the International Market teams to measure customer engagement
- Liaise with CE&E to leverage Novartis platforms, frameworks and best practices
- Define, track and measure business
- and customer-centric KPIs and provide insights and strategic recommendations for how and where to evolve activities

**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**
- Minimum 5+ years of digital / customer experience related to commercial, medical, and manufacturing activities, including implementing and scaling digital solutions,
- Experience in Radioligand Therapy or similar complex therapies preferred
- Agency management experience required
- Demonstrable expertise in channel (offline/ online, proprietary and third-party), platform and content strategy required, preferably with broad expertise across key International markets
- Experience of customer facing strategies and content
- Demonstrated business impact of customer engagement / omnichannel initiatives, through organizational metrics, revenue, profit, or cost optimization initiatives
- Previous hands-on project lead experience within customer engagement or program management is preferred
- Solid understanding of Global Cx landscape, development processes and methodologies
- Understanding of customer-centric KPIs, channel performance metrics and data
- / foresight-driven optimization
- Critical thinking, analytical and problem-solving skills and the experience and ability to work with a customer-centric approach
- Senior executive level presentation skills with ability to communicate and engage at different levels within the organization
- Demonstrated business expertise and knowledge (business acumen) and the ability to consult internally and/or externally
- Aligned with Novartis Values & Behaviours

Language(s): Fluency in spoken a

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