Customer Excellence Process Manager

Location: New South Wales (NSW)

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.

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