392793BR
Apr 15, 2024
USA
About the Role
Location: East Hanover, NJ #LI-Hybrid
The Associate Director, Experience Personalization & Optimization will be responsible for delivering an integrated, omnichannel customer experience for specific brand(s) within the Integrated Marketing and Customer Experience, US Innovative Medicines organization. Reporting into the Director, Integrated Experience Planner, this key role is charged with defining and delivering a personalized, targeted, and enhanced way of reaching and engaging customers across channels to drive behavior change. This individual will help orchestrate optimal customer communications across channels, serving as the critical point where customer and channel knowledge connect to activate, engage and impact twice as many patients, twice as fast. This role will partner closely with Marketing Strategists, Experience Planners, and a team of content, data, channel and external partners, to build integrated campaigns and experiences that are informed by best marketing practices, data, and customer insight, achieved across multiple channels.
Key Responsibilities:
• Partner with Integrated Customer Experience & Optimization Planners and Marketing Strategy leads to translate brand-specific and customer-centric concepts into personalized campaigns across multiple channels for specific brand(s)
• Deliver cohesive and coordinated campaigns and tactics across all touchpoints (digital and physical)
• Apply data and insights to optimize and continuously improve the customer experience in service of achieving the defined brand(s) product strategy
• Partner with cross-functional Novartis team members to effectively plan and deliver cohesive HCP and patient experiences across channels for the assigned brand; this includes team members from Marketing Strategy, Novartis Patient Support, PR/Comms, Data Insights and Analytics, Medical as appropriate
• Architect and deliver human-centered experiences that solve a specific customer need, while also having sufficient technical expertise to understand choices and trade-offs across channels to de-liver the best possible experience
• Consistently and effectively apply channel and communications planning proven methodologies and practices; apply audience journey insights to drive channel selection and set communication priorities
• Design and deliver programs and experiences that are on time and on budget across customer touchpoints
• Navigate agency teams to drive focus and accountability, as well as engage internal teams to de-liver next generation experiences.
This position will be located at the East Hanover, NJ site and will not have the ability to be located remotely. This position will require 10% travel as defined by the business (domestic and/ or international). Please note that this role would not provide relocation and only local candidates will be considered.
The pay range for this position at commencement of employment is expected to be between $158,400 and $237,600/year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee re-ceives an offer of employment. If hired, employee will be in an “at-will position” and the Company re-serves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
The Associate Director, Experience Personalization & Optimization will be responsible for delivering an integrated, omnichannel customer experience for specific brand(s) within the Integrated Marketing and Customer Experience, US Innovative Medicines organization. Reporting into the Director, Integrated Experience Planner, this key role is charged with defining and delivering a personalized, targeted, and enhanced way of reaching and engaging customers across channels to drive behavior change. This individual will help orchestrate optimal customer communications across channels, serving as the critical point where customer and channel knowledge connect to activate, engage and impact twice as many patients, twice as fast. This role will partner closely with Marketing Strategists, Experience Planners, and a team of content, data, channel and external partners, to build integrated campaigns and experiences that are informed by best marketing practices, data, and customer insight, achieved across multiple channels.
Key Responsibilities:
• Partner with Integrated Customer Experience & Optimization Planners and Marketing Strategy leads to translate brand-specific and customer-centric concepts into personalized campaigns across multiple channels for specific brand(s)
• Deliver cohesive and coordinated campaigns and tactics across all touchpoints (digital and physical)
• Apply data and insights to optimize and continuously improve the customer experience in service of achieving the defined brand(s) product strategy
• Partner with cross-functional Novartis team members to effectively plan and deliver cohesive HCP and patient experiences across channels for the assigned brand; this includes team members from Marketing Strategy, Novartis Patient Support, PR/Comms, Data Insights and Analytics, Medical as appropriate
• Architect and deliver human-centered experiences that solve a specific customer need, while also having sufficient technical expertise to understand choices and trade-offs across channels to de-liver the best possible experience
• Consistently and effectively apply channel and communications planning proven methodologies and practices; apply audience journey insights to drive channel selection and set communication priorities
• Design and deliver programs and experiences that are on time and on budget across customer touchpoints
• Navigate agency teams to drive focus and accountability, as well as engage internal teams to de-liver next generation experiences.
This position will be located at the East Hanover, NJ site and will not have the ability to be located remotely. This position will require 10% travel as defined by the business (domestic and/ or international). Please note that this role would not provide relocation and only local candidates will be considered.
The pay range for this position at commencement of employment is expected to be between $158,400 and $237,600/year; however, while salary ranges are effective from 1/1/24 through 12/31/24, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee re-ceives an offer of employment. If hired, employee will be in an “at-will position” and the Company re-serves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.
Diversity & Inclusion / EEO
We 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.
Accessibility and Reasonable Accommodations: Individuals in need of a reasonable accommodation due to a medical condition or disability for any part of the application process, or to perform the essential functions of a position, please let us know the nature of your request, your contact information and the job requisition number in your message:
Accessibility and Reasonable Accommodations: Individuals in need of a reasonable accommodation due to a medical condition or disability for any part of the application process, or to perform the essential functions of a position, please let us know the nature of your request, your contact information and the job requisition number in your message:
- Novartis: e-mail [email protected] or call +1 (877)395-2339
- Sandoz: e-mail [email protected] or call: +1-609-422-4098
Role Requirements
What You’ll Bring to the Role:
Education: Bachelor's degree in related field is required; Master of Science and/or MBA preferred
Essential Requirements:
• 5 years of experience of successfully architecting, delivering, and managing an integrated, omnichannel customer experience across HCPs, patients or both
• Minimum of 5 years of experience in leading and developing communication or marketing strategy in a regulated industry
• 5 years of demonstrated experience in using data, insights, behaviors, and analytics to optimize customer experiences
• Ability to find opportunities and drive solutions to create an orchestrated Customer Experience to create experiences that matter
• Ability to work in a collaborative environment, working closely with research, content, and data specialists to diagnose and solve client business challenges and audience struggles, seeing opportunities for marketing
• Comfort with a high level of collaborative development with cross-functional team of marketers across the Novartis Product, Marketing, Data Insights and Analytics, PR/Comms and agency teams, able to manage and develop relationships and help frame conversations and work on a collective goal of effective experiences.
• Experience with media and content testing to analyze effectiveness of integrated communications in HCP or DTC category marketing and/or similar experience in de-signing and delivering marketing campaigns
• Strong cross-functional leadership and ability to collaborate effectively with various partners and teams including Communications, Legal, Regulatory, Compliance and IT
• Ability to manage and deliver on an operating budget
Desirable Requirements:
• Analytic skills and multi-functional experience in pharmaceutical, healthcare or consumer packaged good
Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: http://www.novartis.com/about/strategy/people-and-culture
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
You’ll Receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards
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: https://talentnetwork.novartis.com/network
Education: Bachelor's degree in related field is required; Master of Science and/or MBA preferred
Essential Requirements:
• 5 years of experience of successfully architecting, delivering, and managing an integrated, omnichannel customer experience across HCPs, patients or both
• Minimum of 5 years of experience in leading and developing communication or marketing strategy in a regulated industry
• 5 years of demonstrated experience in using data, insights, behaviors, and analytics to optimize customer experiences
• Ability to find opportunities and drive solutions to create an orchestrated Customer Experience to create experiences that matter
• Ability to work in a collaborative environment, working closely with research, content, and data specialists to diagnose and solve client business challenges and audience struggles, seeing opportunities for marketing
• Comfort with a high level of collaborative development with cross-functional team of marketers across the Novartis Product, Marketing, Data Insights and Analytics, PR/Comms and agency teams, able to manage and develop relationships and help frame conversations and work on a collective goal of effective experiences.
• Experience with media and content testing to analyze effectiveness of integrated communications in HCP or DTC category marketing and/or similar experience in de-signing and delivering marketing campaigns
• Strong cross-functional leadership and ability to collaborate effectively with various partners and teams including Communications, Legal, Regulatory, Compliance and IT
• Ability to manage and deliver on an operating budget
Desirable Requirements:
• Analytic skills and multi-functional experience in pharmaceutical, healthcare or consumer packaged good
Why Novartis: Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: http://www.novartis.com/about/strategy/people-and-culture
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
You’ll Receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards
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: https://talentnetwork.novartis.com/network
Why Novartis: Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? https://www.novartis.com/about/strategy/people-and-culture
Join our Novartis Network: Not the right Novartis role for you? Sign up to our talent community to stay connected and learn about suitable career opportunities as soon as they come up: https://talentnetwork.novartis.com/network
US
MARKETING & CUSTOMER EXPERIENCE
USA
East Hanover, NJ
Novartis Pharmaceuticals
Marketing
Full Time
Regular
No
