Job ID
391808BR
About the role
Location: Field based role
About the Role:
Customer engagement manager is the business owner and responsible for optimizing the patient journey (PJ), customer-in engagement and overall product implementation in assigned territories in close collaboration with the TA squad. Identifying hurdles and opportunities in the PJ and planning, developing and implementing appropriate activities to act on these insights and accelerate adoption of the product for patients. Customer engagement manager play an important role in the TA squad, leading and having a clear vision the key activities in their territory.
Be an entrepreneur in managing networks with key stakeholders to ensure access and optimize adoption of NVS innovations post-EMA approval, demonstrating ethical business behavior and leveraging solid medical knowledge of the relevant disease, treatment and external trends. Orchestrate account activities in crossfunctional collaboration with the TA squad to drive quality win-win solutions and improvements with customers using all channels available.
Key responsibilities:
- Accelerating behaviour change to ensure adoption of innovation for patients and NVS compliant competitiveness.
- Have solid accountplans in place with key activities with close collaboration with the TA Squads
- Have a business mindset, act proactively and seek opportunities in the customer and PJ to create impact for patients.
- Be seen as customer expert through customer knowledge and customer-in approach.
- Facilitating knowledge and experience sharing within the medical community and support peer-to-peer activation.
- Being the point of reference for HCPs for in label scientific questions, personalizing the mix of channels used for each HCP and coordinating NVS stakeholders
- Shape the market environment, pioneer (early) opportunities and expand strong networks in the disease area to determine critical success factors for launch and uptake.
- Collect strategic insights into the preferred channels of engagement and information needs (on product and disease area) of customers and other relevant stakeholders and share within the relevant cross-functional teams
- Co-create and execute strategic, tactical marketing and territory plans for allocated prod-ucts in line with Novartis standards and strategy at a regional and national level.
- Manage national or regional adoption performance and adjusts plans accordingly.
Key Performance Indicators (KPIs)
- Adoption KPI’s including patient uptake / sales and market share development impact interactions with ME’s (coverage, win-win opportunities) of advocates: customer segmentation & journey stage(s)
- Pre-set TPOs (Target Patient Outcomes).
- Qualitative network assessment: Sustainable Access to and quality of relationship with key customers (Voice of the Customer)
- Launch / adoption readiness (customers and patients) at time of reimbursement
- Delivery of quality strategic business plan(s) for defined territory in close collaboration with TA squads, accounts and products and 80% executed.
- Planned and executed customer and patient-centric projects and solutions.
- Responsible for spending a large proportion of time in the field (>75%), based on omni-channel approach and impact measurement.
- Entrepreneurial mindset; be inspiring, curious and unbossed: understand what customers need and want (and why).
- Flexibility: pro-active anticipation to changes in environment
Position Title
Customer Engagement Manager - North East Netherlands
Role Requirements
Essential Requirements:
- Academic, science or economical background
- Dutch & English (Fluently written and spoken)
- Proven customer / account management
- Experience in project management
- Experience in the respective disease area preferred
- Understanding of health care system Launch experience preferred
- Demonstrated ability to create and execute strategies
- Commercial mindset or key account management preferred
- Previous medical / scientific work experience/background preferred
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: https://www.novartis.com/about/strategy/people-and-culture
You will receive: Competitive salary, Annual bonus, Pension scheme, Share scheme, Health insurance, 27 days annual leave, Flexible working arrangements, subsidized dining facilities, Employee recognition scheme, learning and development opportunities.
Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network
Job Type
Full Time
Country
Netherlands
Work Location
Arnhem
Functional Area
Sales
Division
International
Business Unit
Region Europe IMI
Employment Type
Regular
Company/Legal Entity
Novartis Pharma NL
Commitment to Diversity & Inclusion:
We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.
Shift Work
No
Early Talent
No
Read Full Description