Customer Experience Activation Manager

As a Customer Experience (CX) Activation Manager , you will lead the implementation of the customer experience strategy by analyzing data across customer touchpoint journeys, coordinating content and asset creation, and supporting changes to the strategic plan based on customer insights. Over time, you will contribute to enhancing customer experience and engagement capabilities across the organization. The role involves strong collaboration with various functions within Innovation Business Excellence & Execution (IBEEM) , including Therapeutic Areas, medical, market access, and communication teams. You will foster the customer experience and digital transformation journey, developing new engagement models, capabilities, and services. Job Description Key Responsibilities Your responsibilities include but are not limited to: Enhancing the effectiveness and efficiency of customer experience and engagement plans. Collecting and analyzing data from various touchpoints and transforming it into actionable insights to improve the overall experience, collaborating with the Integrated Business Insight and Marketing teams. Partnering with brand agencies and technical teams to maximize the value of customer experience plans, ensuring relevant content and assets are aligned with the strategy. Collaborating effectively with internal and external stakeholders. Personalizing the customer experience strategy to meet the specific needs of customers in the target therapeutic area. Evaluating campaign performance to inform strategic planning and resource allocation. Utilizing CX platforms and A/B testing methodologies. Managing coordination and processes related to Voice of Customer (VoC) and Salesforce Marketing Cloud platforms with stakeholders. Maximizing customer engagement on the Novartis portal by therapeutic area. Essential Requirements University degree in a relevant field, preferably STEM or Marketing. Fluent in Italian and English. At least 5 years of experience working with customer experience and engagement functions in healthcare or pharma. Proven track record in implementing and evaluating customer-focused campaigns. Experience in data and insights generation and marketing is desirable. Strong analytical, commercial, and project management skills. Ability to manage multiple stakeholders and influence in a matrix environment. Proficiency in leveraging analytics and quantitative methods to analyze trends and develop insights. Understanding of KPIs and metrics, with the ability to translate them into actionable improvements. Knowledge of customer experience platforms such as Salesforce VoC. Additional Skills Agility, analytical thinking, brand awareness, construction, business analytics, cross-functional collaboration, digital marketing, marketing strategy, media campaigns, stakeholder engagement, stakeholder management, strategic marketing, Waterfall model. Required Experience Manager-level experience. Key Skills Employment Type: Full-Time Vacancy: 1 Location: Milan, Lombardy, Italy J-18808-Ljbffr

Location: Milano, Lombardia, IT

Posted Date: 8/23/2025