Key responsibilities 

• Define and maintain end-to-end standards, processes and ways of working for content readiness and activation across Commercial and non-promotional functions, ensuring alignment with global execution standards. 

• Ensure all content developed by Therapeutic Areas and other functions is compliant, high quality, and activation-ready for field and digital platforms such as CRM, iCVA, and marketing automation systems. 

• Clarify and orchestrate responsibilities across Customer Excellence, brand teams and other stakeholders to ensure effective governance and execution of content activation processes. 

• Collaborate with brand leadership to translate customer journeys into actionable omnichannel strategies, including channel mix, sequencing and cadence aligned with global frameworks. 

• Lead implementation of omnichannel campaigns and journeys in technology platforms, while enabling teams through guidance and upskilling on tools such as SFMC and field engagement solutions. 

• Align content usage and channel strategies with agreed customer journeys, ensuring plans are practical, compliant and operationally executable across functions. 

• Monitor and analyze channel performance, engagement metrics and customer experience insights to continuously refine execution standards and improve omnichannel effectiveness. 

• Oversee governance and consistency of content tagging, data quality, MLR processes and platform uploads, ensuring reliable data for reporting and analytics. 

• Drive collaboration with data, analytics and technology teams to enable robust reporting, dashboards and insights supporting data-driven decision making. 

• Build organizational capabilities by delivering training, supporting adoption of operating models, and managing prioritization of content and omnichannel requests across teams. 

Essential Requirements 

• Bachelor’s degree in business, life sciences, marketing or related field (advanced degree preferred); fluency in English and Spanish languages required; minimum of 5 years of experience in commercial excellence, omnichannel marketing or similar roles in a regulated environment. 

• Strong experience in omnichannel orchestration and use of CRM, marketing automation platforms (e.g. SFMC) and digital content tools. 

• Proven ability to define and drive execution standards, process improvement and operational excellence in customer-facing activities. 

• Solid understanding of compliance, governance and regulatory requirements (including MLR processes and content classification). 

• Data-driven mindset with experience interpreting engagement and performance metrics to identify gaps and drive continuous improvement. 

• Experience working cross-functionally in complex, matrix environments with strong stakeholder collaboration and influencing skills. 

• Strong execution excellence mindset with structured, proactive approach and focus on simplifying ways of working. 

• Resilient, adaptable and aligned with Novartis values, demonstrating ethical behavior and comfort with change and ambiguity. 

 
Commitment to Diversity and Inclusion: 

Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.