Senior Product Manager, Customer Experience, Rheumatology

Sep 30, 2021

Job Description

769 million.
That’s how many lives our products touched in 2020. And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people’s lives?

Your responsibilities will include but are not limited to:
As Senior Product Manager for Customer Experience (consumer marketing), you will be responsible for the execution of Customer Experience strategy, marketing mix, and operational plans within the Rheumatology segment for our product, one of Novartis’ blockbuster pharma brands. You will work closely with the rest of the Customer Experience Team, as well as with the brand’s Healthcare Professional (HCP) Marketers, Market Access, Field Leadership, Patient Advocacy, Launch Planning, Insights & Analytics, and Patient Support Services (PSS) to develop marketing programs and initiatives that enhance the patient experience from diagnosis to treatment decision.

This role will engage in a range of patient marketing channels including digital, social, direct-to-consumer (DTC), and search media, and develop and lead enhancements to current customer relationship management (CRM), patient advocacy initiatives, and websites. This role will also lead the tactical planning and implementation for multiple future launches, coordinated across a broad matrix team and aligned with the Dermatology and Onboarding & Adherence segments.

Your responsibilities include, but are not limited to:
• Translate strategy to execution by coordinating development and execution of marketing tactics based on customer insights in line with the overall brand strategy
• Lead development and execution of branded and unbranded tactics to overcome behavioral barriers for disease diagnosis and initiating product, which includes partnering with Insights & Analytics to gain insights, leading agency to create materials, working with Medical/Legal/Regulatory team to refine and approve materials, and implementation
• Lead development of launch tactics and implementation, communication and coordination, as well as presentations to internal stakeholders
• Execute with excellence across digital channels including emails, banners, social media, and websites
• Manage budget including project creation, spend, reconciliation and developing metrics to monitor effectiveness and/or program success
• Effectively interact with internal customer groups (e.g. Sales, other Marketers, etc.) to understand needs, build consensus, influence without authority, and handle
• Investigate new technologies and find innovative ways to reach and engage patients, operating both within and outside the confines of the pharma industry to accelerate brand uptake

Diversity & Inclusion / EEO

The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Minimum Requirements

What you’ll bring to the role:

• Bachelor's Degree in business and/or biological science with concentration in marketing and/or communications are preferred (MBA or other advanced degree a plus)
• Experience in pharmaceuticals, biotech, and/or healthcare required
• 4+ years of pharmaceutical, biotech and/or healthcare marketing experience (Consumer Marketing a plus)
• Demonstrated experience establishing and engaging key customer groups and internal and external stakeholders to gain insights and evolve brand strategy and communication
• Proven track record of success showing strong strategic thinking, problem-solving and decision-making capabilities
• Experience leading multiple initiatives across stakeholders, including agency partners
• Proven track record of strong teamwork and collaboration
• Strong project management experience and skills
• Strong learning agility / growth mindset

Desirable Experience:
• Experience in HCP and/or Consumer Marketing
• Experience in customer relationship marketing and digital content development
• Experience in Media planning and execution
• Background in customer insights and analytics

What you’ll receive:
Competitive salary, annual bonus, long term incentive for select levels, health insurance, paid vacation/holidays, flexible working arrangements, employee recognition program.

Why consider Novartis?

We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.

We are Novartis. Join us and help us reimagine medicine.

Novartis is an equal opportunities employer and welcome applications from all suitably qualified persons.
East Hanover, NJ
Full Time
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Senior Product Manager, Customer Experience, Rheumatology

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