Senior Product Manager, Customer Experience- IHD

Job Description

Almost 2M patients suffer from plaque psoriasis (PsO) in the US, and while 90% of them have received a diagnosis, only ~150k of them are treated with biologic therapies. The past 5 years have registered many new biologic therapies entering the moderate-to-severe PsO landscape, bringing HCPs and patients expectations for the efficacy safety trade off to new levels, and still highlighting unmet need for the patients suffering from this chronic, many times debilitating condition.

As Senior Product Manager for Customer Experience, you will be responsible for the creation and execution of customer experience strategy, marketing mix and operational initiative execution for one of Novartis’ blockbuster pharma brands. You will work closely with the rest of the customer experience and consumer marketing team, as well as with the brand’s HCP marketers, market access, field leadership, and the PSS organization to develop marketing programs and initiatives that enhance the experience of patients and improve the experience for patients, HCPs, biologic coordinators/office staff and other influencers.

This role will have a focus on patient marketing, including digital media, social media and will be engaged in developing and executing improvements to our patient program, adherence CRM Segmentation pull through and related O&A initiatives. This role will also lead the improvement of new channels, marketing strategies and tactics to target Biologic Coordinators, in partnership with the broader marketing teams for Dermatology and Rheumatology. This position will reside in corporate HQ, East Hanover, New Jersey

• Translate strategy to execution by coordinating development and execution of marketing tactics based on customer insights in line with the overall brand strategy
• Structure, coordinate, and participate in market research to develop actionable insights for HCP, Patient Marketing, and Biologic Coordinator initiatives
• Lead development and execution of tactics to reduce logistical friction in the onboarding process which includes partnering with Patient Services and Access colleagues to gain insights, leading agency to create materials, working with eMAP team to refine and approve materials, and field implementation
• Lead all aspects of the product content, feature improvement and marketing programs related to the Mobile App strategy, in conjunction with PSS, Digital/Innovation, and external partners like Medisafe.
• Execute with excellence across digital and in office channels by crafting and pulling through patient and biologic coordinator digital outreach including emails, banners, social media, and websites and in office resources. Handle warehouse inventory of materials and oversee print production
• Lead budget including project creation, spend, reconciliation and developing performance indicators to monitor efficiency and/or program success
• Effectively interact with internal customer groups (e.g. Sales force, other Marketers) to understand needs and handle requests as needed; aid in the development of field-facing updates and communications. Provide direction to professional, consumer and media agencies to optimize marketing mix, balancing return on investment and impact to brand

EEO Statement
The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Minimum requirements

• Education: Bachelor's Degree in business and/or biological science education with concentration in marketing and/or communications are preferred (MBA or other advanced degree a plus)
• Minimum of 4 years’ experience in pharmaceuticals, biotech and or healthcare required. Experience in HCP and/or consumer/patient services marketing preferred
• Demonstrated experience establishing and engaging key customer groups and other important internal and external partners to gain insights to evolve brand strategy and communication. Experience in Customer relationship marketing, patient programs, and/or dynamic content development

You’ll receive:
Competitive salary, annual bonus, long term incentive for select levels, health insurance, paid vacation/holidays and potential flexible working arrangements

Why consider Novartis?
769 million. That’s how many lives our products touched in 2020. And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people’s lives?

We believe the answers are found when curious, courageous and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.

Imagine what you could do at Novartis!

Commitment to Diversity & Inclusion:
Novartis embraces diversity, equal opportunity and inclusion. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration, and empowers our people to unleash their full potential.

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: