Cell Therapy Customer Operations Manager

Cell Therapy Customer Operations Manager
Cell Therapy Customer Operations Manager

Execute a first in class order management, physician and patient care hub for Cell and Gene Therapy in Region Europe. In coordination with local country teams, Regional supply chain and selected external Partners, the Cell Therapy Customer Operations Manager ensures a seamless CTL019 process from product ordering to infusion.

The position is responsible for enhancing the CTL019 customer experience by executing a customer centric approach to CTL019 operations management by executing support programs to health care professionals (both at infusion centers and from referring institutions), to patients and caregivers to provide a white glove service in context of a treatment with CTL019. The CGT Customer Operations Manager, ORE engages at the nexus between the manufacturing and supply functions and the patient/physician facing commercial and medical teams and is responsible for guaranteeing the timely and safe delivery of modified patient cells to patients.
• Executing the first to Novartis and first in class unique HCP, Patient and caregiver Customer Services hub for CTL019 in Region Europe, to manage both commercial and clinical cases.
• Supports hospital accounts across Europe in the order management process with coordination of the required logistics and delivering best-in-class customer services
• Independently drive resolution for customers by collaborating with cross functional teams and communicating with leadership as necessary
• The role works cross-functionally with the country teams, Apheresis operations, supply chain, manufacturing sites, quality assurance, legal, regulatory, marketing and medical teams to ensure that the Customer Service Center delivers against the need of our customers (both external and internal).
• Provide customer service support in handling inbound customer inquiries, including telephone, email, and fax
• Conduct outbound follow-up telephone calls to ensure timely and accurate communication of information to our customers
• Implement value adding customer services to HCPs, patients and caregivers to improve their customer experience and to differentiate Novartis from competition.
• Proactively work on a customer satisfaction and collect feedback, insights, and identify opportunities for improvement
• Contribute to improve and develop innovative solutions to deliver enhanced customer experience and more efficient management
• HCP point of contact for medical / technical information or side effect management and effectively identifies and processes Potential Adverse Events in accordance to Novartis training and processes
• This is a Basel based position which reports to the Director, CGT Customer Service Center, ORE
• University degree in Science and/or Medical or Business (Bachelor’s Degree Minimum)
• Scientific background Fluency in minimum three of the following languages: German, French, Italian, Spanish and English. Other European languages is a plus
• Experience in one of the following areas
1) Key account management
2) medical device key sales/account management,
3) Medical or MSL manager experience,
4) sales management experience
• Candidates could be sourced from MSL, medical, marketing, and access functions as well as commercial
• It is fundamental for the candidate to have a demonstrated ability to engage on deeply medical topics with confidence while balancing a customer oriented mindset
• Project management demonstrated experience, with ability to manage several projects in parallel
• High level or learning agility and people agility
• Excellent ability to engage internal and external stakeholders at all levels with humility and a sense of urgency
• Strong communication (oral, written, and presentation) skills and ability to simply communicate complex concepts
Novartis Pharma AG
Market Access
Full Time