Summary
Location: Mexico City, Mexico
Drive local adoption, change management, and business value realization of marketing and engagement platforms, including partial accountability for CRM from a user experience and go‑to‑market perspective, in alignment with International DAP strategy.
Job Dimensions
Number of associates: Individual contributor (coordinates DDIT, vendors, agencies)
Decision making: Prioritizes platforms enhancements, change releases, adoption actions and measurement plan aligned with International guidance; recommends process changes for CRM usage standards and compliant data capture.
External/internal stakeholders interface: TA Marketing/Sales, Customer Excellence, Field Excellence/CRM owners, DDIT, International CLS DAP/BSI DAP Ops, Medical/V&A as applicable, external system vendors.
Impact on the Organization
Improves customer engagement execution by ensuring global platforms are adopted, compliant, measurable and reliable, enabling consistent field execution, better customer data capture, and faster scaling of CRM-enabled innovation.
About the Role
Major Accountabilities
Ownership & Operations (Core Accountability)
- Ownership or operational management of non-CRM platforms (e.g., SFMC, C360, Snowflake, BEST, OnePSP, content platforms, AI platforms).
- Core data infrastructure, data pipelines, and enterprise data governance beyond CRM-specific capture standards.
- Act as business co owner of CRM from a Marketing, Field Enablement and User Adoption perspective.
- Partner with the CRM Users & Platforms Manager on: User experience improvements, training needs and feedback loops from Marketing and Sales
- Be a change agent that is empowered to take smart risks and support the operations with the right governance
- Act as a bridge between global teams and local execution, ensuring alignment, adoption, and measurable business impact across markets.
Marketing Platforms & MarTech Enablement
- Manage local adoption of key platforms (e.g., SFMC, content/asset areas, C360 where relevant) aligned with International DAP guidance, ensuring platform interoperability with CRM when required.
- Define country-level roadmap: vision, objectives, success measures, and prioritized backlog for platform improvements.
- Drive adoption and manage locally platforms such as SFMC, OnCore, BEST, C360, Digital Trust, Novartis Pro and Content Management areas, VIP tool for ICE segmentation, Zaidyn, IDS+, CRM of the future, VoC, DRO, Snowflake, OnePSP, CCPD and other marketing platforms enable users to consume information & engage with customers to support commercial, MA and V&A teams.
- Gather, understand, and analyze assets/platforms performance to optimize operations and provide the best experience through the right channel and with compelling personalized content.
Digital Innovation & AI Enablement (in service of CRM/engagement)
- Collect local needs and co-define pilots/innovation roadmap with International DAP and DDIT; scale what works with adoption plans and training in coordination with capability building.
Compliance, Data Governance & Vendor Coordination
- Ensure compliance, security and reliability are embedded in platform operations (access control, auditability, privacy and promotional standards).
- Manage vendors and SLAs for CRM/platform support; coordinate with stakeholders on timelines and dependencies.
Key Performance Indicators
- CRM adoption: active user rate, usage frequency, and completion rate of key CRM processes.
- CRM data quality score (completeness, accuracy, timeliness) and reduction of rework due to poor capture.
- CRM release readiness and delivery: on-time deployment, incident rate, and mean time to resolution.
- Stakeholder satisfaction (Marketing/Field/Customer Excellence) with CRM usability, reliability and enablement effectiveness.
Ideal Background
Education: Business, Engineering, Data/Analytics, Digital, Marketing, related.
Languages: English + local language is a must.
Experience/Professional Requirement:
- Familiarity with MarTech/marketing operations, measurement/tagging concepts, and working with IT/DDIT and vendors.
- Experience supporting or coordinating CRM, analytics, or digital platform deployment and adoption, including user enablement and change management.
- Working knowledge of data privacy, access controls, and compliant data capture practices in CRM contexts.
- +5 years of broad experience in digital assets including iSFMC, Drupal, Veeva, C360 and omnichannel platforms
- Success track of operating digital assets and CRM operations
- Experience managing digital solutions and/or enhance digital channel integration
Capabilities
- Critical thinker and problem solver
- Strong project management skills
- Strong Analytical skill and data driven thinking
- Excellent communication (written and verbal)
- Change management mindset
- Desired: Pharma experience
- Ability to convert global strategy into executable local plans without dilution
- Ability to influence without formal authority
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
Benefits and Rewards: Learn about all the ways we’ll help you thrive personally and professionally.
Read our handbook (PDF 30 MB)
Novartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.
Accessibility and accommodation
Novartis is committed to work with and provide reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to perform the essential functions of a position, please send an e-mail to [email protected] and let us know the nature of your request and your contact information. Please include the job requisition number in your message.
