Customer Experience Lead / APM Oncology

Major Accountabilities
• Disseminate the scientific evidence of the products of the Novartis Oncology and Hematology Franchise with a clear message of differentiation and 360 ° approach.
• Establish the clear positioning of each product. Exclusively indications approved locally by the Local Regulatory Entity (ANMAT).
• Comprehensive approach to the different stakeholders of the Territory led. Focus on Key HCPs & Institutions.
• Planning and execution of initiatives established for the territory. Account plans with individual monitoring and strong interaction with the HUBs for the co-creation of the solutions surveyed from the field.
• Orchestrate the different interaction channels with the different HCPs, detecting the best channel, moment and content to generate the best impact on communication.
• Detection of opps and risks. Survey of insights to enrich the cross functional plan.
• Communicate the plans, programs and high impact services for the different stakeholders, providing comprehensive solutions.
• Comply with the training courses established by the Cía. Timely complete requested evaluations.

Key Performance Indicators

- Achievement of sales revenue and market share targets vs plan.
- Responsible for budget allocated to cover customer activities.
- Customer Satisfaction and Customer relationship building.
- Territory Plans: Leadership, management, and execution.
- Sales Planning and Reporting.

Ideal Background

Education: Professional or advanced student (preferred scientific, commercialization, humanistic or business degree). Degree in Life Science is a plus.
Possess “APM Matricula”.
Languages: Spanish / English: Preferably with knowledge (not exclusive).
Experience: Customer marketing, market access, medical experience in pharmaceutical or related industry. Interpretation and efficient communication of complex information, customer experience approach and account management.

Competency Profile

 Brand Strategy & Competitive environment
 Scientific Background
 Excellent understanding of the health system
 Impactful customer engagement
 Patients & customer oriented mindset
 Case Manager & Territory Management
 Digital Expertise
 Omnichannel management
 Influence Mapping & Result Oriented
 Strong interpersonal and problem solving abilities
 Excellent knowledge of customer needs: Empathy, adaptation & listening skills
 Insight Gathering & Tactics generation/execution with HUB support
 Empowerment & Accountability
 Internal & External Effective Communication
 Open Mindset & Negotiation Skills
 Cross-functional & Change Mindset
 Process advocacy