Customer Engagement Lead

1000 This is the approximate number of molecules our global portfolio comprises, covering a wide range of therapeutic areas, which accounted for 2021 sales of USD 9.6 billion. Our broad offering translates into substantial and ongoing savings for patients and payors, which help to ensure the sustainability of healthcare systems, while also freeing up funding for innovative medicines. Sandoz contributes to society’s ability to support growing healthcare needs by pioneering novel approaches to help people around the world access high-quality medicine. Our business ambition is to be the world’s leading and most valued generics company. Digital in Sandoz is a key growth driver for the future and this position plays a critical role in shaping that future for the company.
- The Customer Engagement Lead for Sandoz International Region (SIR) drives and carries out digital programs, in line with Sandoz global and regional digital priorities. This role steers critical Customer Engagement programs in alignment with key stakeholders in the region, developing a short, medium and long term customer engagement strategy and roadmap for SIR, collaborating with various internal functions and stakeholders to align on the strategy and execution of roadmap and partnering with SIR community on a broad range of digital initiatives.**Your responsibilities**:

- Shape and drive the overall strategy and roadmap for customer engagement platform support model and new requirements gathering, in alignment with key stakeholders.
- Drive implementation of consistent global infrastructure platforms for long term business needs in partnership with IT, while driving digital platforms including social channels to achieve corporate branding with collaboration within BU and communication functions.
- Analyze digital environment including policy, latest digital innovations and competitors’ move and provide insights for decision making
- Align closely with global digital customer engagement teams to define roadmap for SIR and co-lead in execution of the roadmap with respective digital business and IT leads
- Support the execution of customer engagement platforms (CRM, Web, Other Channels) for SIR with close collaboration with country business units, heads of digital and implementation teams, while inspiring and facilitating organizational mindset shift & capability build up.
- Collaborate with cross-functional team within SIR Digital and lead projects effectively to ensure successful implementation of digital projects. Identify gaps and propose mitigation plans or escalation when needed.
- Represent SIR at regional and global digital forums, maintain close communication with global, regional & cross-functional stakeholders and drive the partnership with 3rd party providers as needed to explore internet+ healthcare and patient access to create business impact.
- Make SIR a leading region in Digital, which serves as global benchmark, aspiring to enable SIR Digital teams to become the leading digital player in the ecosystem.

**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._

**Minimum requirements**

**What you will bring to the role**:

- More than 10 years working experience in Digital.
- Management experience in sales/digital/e-commerce, preferably in multinational environments with exposure and experience in healthcare.
- Strong experience in core customer engagement platforms (CRM, Web, Remote etc) and ability to understand the platform landscape as well as speak the language of IT to drive projects.
- Project management, process management, IT acumen and string negotiation and analytical skills.
- Bachelor’s degree or above in business.
- Proficiency in English.

**Why Sandoz?**
500 million patients were touched by Sandoz generic and biosimilar medicines in 2021 and while we’re proud of this, we know there is more we could do to continue to help pioneer access to medicines for people around the world.
- How will we do this? We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.
- We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying**Imagine what you could do here at Sandoz**

**Commitment to Diversity & Inclusion**:
Novartis embraces diversity, equal opportunity and inclusion. 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 bo