Head Customer Engagement (m/f/d)

Job Description Summary

The Head of Customer Engagement for Germany is responsible for strengthening and implementing multi-channel strategies within the Germany and more specifically for driving/ coordinating/ orchestrating Customer Engagement Program (CEP) with Business SPOCs. This covers Digital HUB, Software channels, Web governance and CEP oversight.
This role should support BUs to find the optimal customer engagement for the therapy area.
In addition, this role would be a primary SPOC for ensuring that the Global Digital HUB is operating according to its mandate against key dimensions of Speed/ Quality and cost and act as an escalation point for business and operational units.
The role would also oversee the local capabilities in the software channel for both pre-scription and pharmacy sectors. This should create the correct brand awareness and impact for the investments.

Job Description

Sandoz is going through an exciting and transformative period as a global leader and pioneering provider of sustainable Generic and Biosimilar medicines.

Now as an independently listed company, Sandoz aims to increase its strategic focus, operate with greater agility, set clearer business objectives, enhance shareholder returns, and strengthen its culture for us, the Sandoz associates. This is an exciting time in our history, and by creating a new and ambitious path, it will provide a unique opportunity for us all, both professionally and personally.

Join us as a Founder of our ‘new’ Sandoz!

Your Key Responsibilities:

Your responsibilities include, but not limited to:

• Drive Customer Engagement within the local Sandoz country by driving our omnichannel / digital agenda, as well as via implementing customer journey concept & consequently identified initiatives.
• Support/ lead key technology & digital initiatives (incl. evolution to omnichannel go-to-market model).
• Boosts adoption of Customer Engagement platforms (Solar, SCOUT, Fuse in the market aimed at providing seamless customer experience across all channels to serve key customer groups, establishing Hexal as a trusted and valued partner.
• As a major market – shape and guide both regional and global guidelines in the space of customer engagement and seek best practices in the local market to implement.
• Leverage (where appropriate) Regional & Global best practices and playbooks, to adopt locally.
• Joins and actively contributes to regional communities to foster engagement, connection and collaboration across markets.
• Acts as the local key point of contact for RE and the Global Digital Hub to ensure operations are adopted & used, leading the end-to-end process as well as ensuring that the newly developed RE frameworks get embedded within the local market.

What you’ll bring to the role:

Essential Requirements:

• 5+ years’ experience within Commercial Excellence, Technology or Digital related fields.
• Experience in leading and developing Digital & Omnichannel strategies in a cross-functional, collaborative environment is a must.
• Strong experience in the design and implementation of complex cross-country Digital & Omnichannel programs.
• Detail-oriented and organized, able to manage multiple tasks effectively.
• Self-motivated and proactive, able to work independently and meet deadlines.

You’ll receive:

Sandoz has an employee-first approach and that’s why your personal growth is so important to us. You will have access to Coursera and other learning platforms with more than 200,000 learning videos and 5000+ courses.

In addition to the various learning opportunities, we offer company benefits, such as:

• 30 days of annual leave
• Holiday allowance
• Additional rewards for special occasions (e.g. service length awards, marriage celebration, etc.)
• Company pension schemes and capital formation benefits
• Parental leave
• Other offerings, such as bike leasing

Why Sandoz?

Generic and Biosimilar medicines are the backbone of the global medicines industry. Sandoz, a leader in this sector, touched the lives of almost 500 million patients last year and while we are proud of this achievement, we have an ambition to do more!

With investments in new development capabilities, state-of-the-art production sites, new acquisitions, and partnerships, we have the opportunity to shape the future of Sandoz and help more patients gain access to low-cost, high-quality medicines, sustainably.

Our momentum and entrepreneurial spirit is powered by an open, collaborative culture driven by our talented and ambitious colleagues, who, in return for applying their skills experience an agile and collegiate environment with impactful, flexible-hybrid careers, where diversity is welcomed and where personal growth is encouraged! 

The future is ours to shape!

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.

Hiring decisions are only based on the qualification for the position, regardless of gender, ethnicity, religion, sexual orientation, age and disability.

The law provides for severely disabled / equal applicants the opportunity to involve the local representative body for disabled employees (SBV) in the application process. If you would like to request this, please let us know in advance as a note on your CV.

Join our Sandoz Network:

If this role is not suitable to your experience or career goals but you wish to stay connected to learn more about Sandoz and our career opportunities, join the Sandoz Network here: https://talentnetwork.novartis.com/hiringgermany

#Sandoz

Skills Desired

Agility, Cross-Functional Collaboration, Customer Engagement, Customer Experience, Customer Insights, Data Analytics, Data Strategy, Digital Marketing, Marketing Strategy, Media Campaigns, Product Marketing, Stakeholder Engagement, Stakeholder Management, Waterfall Model