Customer Experience Manager

Choose LocationChoose Location# Customer Experience ManagerREQ-Nov 10, 2025United Kingdom SummaryAs a Customer Experience Manager, you will play a pivotal role in enhancing customer experience and satisfaction, driving loyalty across our three Haematology brands. Your efforts will directly impact how customers perceive and interact with our Haematology portfolio, ensuring they have a seamless and positive experience at every touchpoint, with a red thread running through all our engagements. By seeking out and inspiring best practice, including leading the execution of promotional activities and collaborating with cross-functional teams, you will help shape the future of our customer engagement strategies and end-to-end delivery. This is an exciting opportunity to make a significant difference for our customers and contribute to the growth of our brands. About the Role Location : London Office with Hybrid working (12 days per month in the office)This role is based in London, UK. Novartis is unable to offer relocation or visa support for this role: please only apply if this location is accessible for you and you have the right to work in the UK. Key Responsibilities Work closely with the brand teams to execute and monitor promotional activities, such as BSH Congress and above-brand tactics, to support brand growth. Develop end-to-end customer experience (defining the channels and touchpoints) and maintain a red thread across all customer-facing activities for Haematology, ensuring consistency and synergies between our three brands and customers. Identify market insights through customer interactions and track and analyse customer engagement KPIs, to gather brand-specific and above-brand opportunities. Own the customer segmentation process and customer journey stages, and liaise cross-functionally to integrate them with operational planning cycles and ICE. Act as a central connector between Marketing, Medical and Sales, bringing the customer perspective into discussions to maximise impact of activities. Skills: Strong project management skills to oversee and execute marketing initiatives. Excellent agility and adaptability to respond to ambiguity and changing market conditions and customer needs. Ability to design and execute customer journeys, with a focus on segmentation, adoption stages, and behavioural change. Experience in stakeholder management & influencing to build and maintain strategic partnerships internally and externally. Desirable Requirements: Marketing and/or customer-facing experience desired Proficiency in digital marketing to enhance brand presence and customer engagement. Strong understanding of Haematology or rare disease portfolios. Familiarity with tools like Veeva, segmentation templates, and content audit frameworks. Understanding of ICE (International Commercialisation Excellence) Languages: English. Commitment to Diversity: We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve. You'll receive: Competitive salary, Sales incentive bonus, Pension scheme, Share purchase scheme, Health insurance, 25 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: Why Novartis: Join our Novartis Network: Benefits and Rewards: Read our handbook to learn about all the ways we'll help you thrive personally and professionally:InternationalUniversal Hierarchy NodeUnited KingdomLondon (The Westworks)GB16 (FCRS = GB016) Novartis Pharmaceuticals UK Ltd.MarketingFull timeRegularNoNovartis is committed to building an outstanding, inclusive work environment and diverse teams' representative of the patients and communities we serve.REQ- Customer Experience Manager