Associate Director, Customer Interaction Program Lead

Location: East Hanover, NJ 

#LI-Hybrid

The purpose of the Customer Interaction Program Lead is to serve as the primary point of contact for the Speaker Program service delivery team, collaborating with internal stakeholders to implement cross-brand best practices to ensure high quality, compliant and outstanding program delivery. This position will support launch brands by ensuring an effective HCP engagement strategy is in place with a robust plan and timeline for completion of all assets and approvals needed for a successful launch. Will also provide education and support to field teams for a seamless program execution.

Key Responsibilities:

• Key customer facing point of contact for business needs relating to Speaker Programs service delivery. Key Stakeholders: HCP Education, HCP Engagement, Marketing and Compliance Teams.
• Works with internal business partners to ensure cross brand best practices are shared and implemented to drive improved program performance i.e. valid attendee recruitment, registration to attendee conversion, improved educational outcome, improve attendee experience etc.
• Support launch brands to ensure they have the right HCP engagement strategy in place and have a robust plan and timeline for completion of all assets and approval steps needed for a timely and successful launch.

• Works with the internal business partners to ensure an accurate forecast is in place for future HCP Engagements and updates forecasts monthly to account for changes in business need, launch dates etc.
• Works with Customer Engagement and Marketing leaders to ensure that the service meets business needs. Provide any support needed to the field to ensure a smooth process i.e. check lists on how to request a program, training etc. etc.
• Works with Compliance to ensure that all compliance controls are implemented effectively.
• Provide support to HCP Education, Marketing and Customer Engagement teams on Speaker Programs process, best practices, etc.

What You’ll Bring to the Role:

Education:  Bachelor's degree required

Essential Requirements:

• A minimum of 7 years of experience in the pharmaceutical or healthcare industry, or in an agency environment supporting Pharma clients. Familiarity with the pharmaceutical industry's regulations, compliance requirements, and healthcare professional engagement practices.
• Customer-facing experience: Strong customer relationship management skills, the ability to understand customer needs, and provide excellent customer service are important for this role.
• Cross-functional collaboration: Experience working with cross-functional teams, such as HCP Education, Marketing, and Customer Engagement teams, to implement standard processes and drive program performance improvement.
• Project management skills: Ability to manage multiple projects, prioritize tasks, and meet deadlines in a fast-paced environment.

Desireable Requirements:

• A degree in a relevant field such as business, marketing, life sciences, or healthcare administration is typically preferred. Additional certifications: in project management or event management is a plus.
• Previous experience in speaker program management strongly preferred: Experience in planning, executing, and evaluating speaker programs, including coordinating with healthcare professionals, internal stakeholders, and event logistics.
• Experience with event technology and virtual delivery platforms an advantage.

Novartis Compensation and Benefit Summary: The pay range for this position at commencement of employment is expected to be between $130,400.00 and $195,600.00 / 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 receives an offer of employment. If hired, employee will be in an “at-will position” and the Company reserves 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.