Customer Engagement Manager

Major AccountabilitiesMeet or exceed sales targets within agreed budgets and timescales.Engage with multi-disciplinary teams in key accounts to support center onboarding to Novartis RLTs, including future launches.Demonstrate advanced scientific knowledge of disease and products within the therapeutic areas of the franchise.Master excellent communication skills to engage with key scientific leaders and decision-makers in key accounts.Gain and communicate business and therapy area insights internally within cross-functional teams.Achieve agreed contact, coverage, and frequency targets through face-to-face meetings and deliver customer-centric activities within the operating budget.Promote defined Novartis products according to campaign briefs and policies.Ensure outstanding personal and team knowledge of Novartis priority products, technical information, product strategy, positioning, key messages, and programs.Administer territory business effectively, maintaining high-quality record systems, daily communication with administrative systems, and timely processing of territory business expenses.Establish, maintain, and improve the customer experience in Novartis RLT by implementing a customer-centric approach to operations management for treatment centers.Act as a bridge between manufacturing, supply functions, commercial, clinical, and medical teams to facilitate timely and safe delivery of patient treatment.Provide comprehensive customer care and support external and internal stakeholders with various activities.Lead RLT to ensure an optimal customer experience in RLT ordering, order tracking, and issue resolution.Launch and implement the RLTCare program, ensuring alignment with international strategies and local objectives.Ensure timely response on customer hotline, generic email, and other communication channels.Conduct training sessions for treatment centers to ensure they have the necessary knowledge and skills to utilize the RLT platforms effectively.Prioritize customer needs and co-create customer-centric approaches to deliver seamless and personalized customer experience and engagement.Lead and contribute to process improvement projects to streamline processes, improve accuracy, and enhance efficiency.Minimize delivery time while maintaining reliability through efficient coordination and proactive planning.Key Performance IndicatorsSales and market share targets.Key account onboarding checklist completion for RLT readiness.Contact rate and coverage.Therapy/product knowledge.Delivery of RLT account mapping updates.Territory administration.Timely patient treatment by executing relevant order management, logistics, and customer service programs efficiently and compliantly.Minimize required “door-to-door” delivery time while ensuring reliability of anticipated delivery dates.Efficiently and compliantly execute relevant order management and customer service programs.Build trust and confidence with internal and external customers.Support key customer initiatives to address gaps in RLT patient management.Utilize Novartis platforms, programs, tools, and communication materials to address customer needs effectively.Identify key drivers of a successful RLT Operations Support Program and actively participate in its development.Evaluate programs and services through internal and external customer satisfaction measures.Ensure compliance with all laws, regulations, and policies governing the conduct of customer service programs or activities.Ensure RLTcare program seamless execution.ComplianceEnsure adherence to all relevant Novartis policies and procedures for self and team.Execute timely CAPA implementation and documentation for any audit findings.Ensure Information Security & Risk Management (ISRM) and data integrity compliance.Execute Business Continuity for the Program’s responsibilities.Ideal BackgroundEducationBachelor’s in pharmacy or life science degree.Operational degree or MBA preferred.LanguagesArabic and English fluency required.ExperienceMinimum of 5 years of successful selling track record in the pharma environment.Supply chain/logistics, KAM experience preferred.Understanding of the pharmaceutical industry and healthcare business service offerings and customer needs.Strong track record of successful team collaboration and delivery of results.Oncology and/or Prostate cancer experience is preferred.SkillsExcellent communication skills (verbal, written) with the ability to establish relationships and address customer issues.High level of emotional intelligence, agility, empathy, and problem-solving skills.Ability to operate in ambiguity and adapt to change.Problem-solving skills and a new solutions mindset.Collaborative mindset to manage local and regional cross-functional interactions.Strategic thinking to anticipate and plan for critical needs to support centers.Proficient at uncovering customer-based insights/needs and leveraging this knowledge to drive satisfaction and process improvements.Ability to work well across a matrix organization with strong collaboration skills.Advanced digital skills.Operational efficiency.