Job Description Summary At Novartis, our purpose is to reimagine medicine to improve and extend people’s lives. We are looking for a Customer Excellence Process Manager to join our team in a newly created role that will play a key part in strengthening how we deliver launch readiness, customer engagement and marketing excellence across the business. The Customer Excellence Process Manager is responsible for enabling superior customer and patient experience by orchestrating, standardising, and continuously improving end-to-end commercial excellence processes. Operating within Execution Excellence (EE), the role drives the effective deployment of frameworks, marketing and launch excellence rhythms, and cross-functional ways of working—ensuring clarity, consistency, and high-quality execution across teams. Through strong governance, project management, performance insights, and stakeholder alignment, the role enables business functions to translate strategy into disciplined, insight-driven execution. Job Description Drive One Brand Plan / marketing planning cadence, ensuring timelines, governance, and quality standards Ensure strong strategy-to-execution translation (clear KPIs, ICE alignment, measurable outcomes) Continuously improve marketing processes, frameworks, and tools Support capability building of marketers (skills, planning, execution excellence) to uplift marketeers' capability to be the best in industry and future-proof to changes in external environment (leveraging Marketing Academy executed by Capability Building) Lead end-to-end launch planning and execution (pre-launch → launch → post-launch) Orchestrate Launch Readiness Reviews (LRR) and governance processes locally Monitor launch KPIs, risks, and cross-functional dependencies Ensure alignment with global / regional launch frameworks Orchestrate and maintain standard ICE (International Commercial Excellence) ways of working, including key steps, governance, roles and responsibilities, and documentation needed for country implementation. Coordinate ICE deployment plans and timelines with Therapeutic Area (TA) teams, ensuring alignment with business cycles and local priorities. Ensure ICE metrics and dashboards (e.g. ICE Content & Campaign Performance Dashboard, basic ICE KPIs) are integrated into local performance conversations, while ownership of commercial decisions remains with TAs Coordinate the schedule and agendas for ICE workshops Monitor ICE adoption and process adherence across brands and TAs, identify gaps or issues, collaborate with EE Capability building for planning/executing necessary upskilling & refreshes, and propose concrete improvement actions. Plan, orchestrate and document handshakes between TAs, Production Hub, CLS (Commercial & Launch Strategy), Customer Excellence and DAP (Data, Analytics & Platforms) for content creation, localization, tagging and activation, aligned with the Content & Campaign Operations Process Model (CCOPM) where applicable Experience required: 5+ years in Commercial Excellence, Customer Excellence, Marketing Operations, Commercial or similar roles, in pharmaceutical / life‑sciences Track record in designing and improving end‑to‑end processes (mapping, simplifying, defining KPIs and governance) across multiple teams. Ability to work with data and dashboards to identify process gaps and improvement opportunities Awareness of compliance and governance considerations related to promotional and non‑promotional activities, patient experience and data usage; able to embed them into processes. Excellent communication skills, able to translate complex frameworks and process concepts into clear, accessible guidance and tools for local teams. Strong knowledge of compliance and governance in regulated environments Ethical mindset and aligned with Novartis values This is a unique opportunity to shape a newly created role and make a meaningful contribution to how Novartis drives customer excellence, commercial effectiveness, and launch impact. If you are a marketer or commercial excellence professional who enjoys creating structure, generating insights, improving processes, and enabling teams to deliver measurable business impact, we would love to hear from you. Skills Desired Business Dashboards, Capacity Planning, Customer Service, Data Extraction, Data Quality, Merchandising, Performance Measurement Improving the lives of people living with disease takes more than innovative science. It takes a focus on the needs of people and a community committed to meeting them. It takes a team of people like you. Working together. Learning together. Thriving together. Discover how you can join us in changing people’s lives. Novartis is aware of employment scams which make false use of our company name or leader’s names or recruiter’s names to defraud job seekers. Novartis does not make job offers without interview and never asks candidates for money. If you have encountered a job posting or been approached with a job offer that you suspect may be fraudulent, we strongly recommend you do not respond, send money or personal information. Novartis is not responsible for any claims, losses, damages, or expenses resulting from scams. In the context of China Cross-Border Data Transfer (CBDT) policy, if you need to apply for a position in China, please go to the local Recruiting System TaleNov .

Customer Excellence Process Manager.

more at Novartis.

UI/ UX Expert - Performance Analytics & Reporting

Senior Specialist, Data Science & Artificial Intelligence( Claude & Copilot)

ITOT Senior Business Analyst

similar roles.

Director of Sales, Greater China

Creator Productivity Manager

Sales Manager / Director

Account Executive

Account Executive

SEO Specialist