Customer Excellence ICE

Description

• Orchestrate and maintain standard ICE (International Commercial Excellence) ways of working, including key steps, governance, roles and responsibilities, and documentation needed for country implementation.
• Coordinate ICE deployment plans and timelines with Therapeutic Area (TA) teams, ensuring alignment with business cycles and local priorities.
• Ensure ICE metrics and dashboards (e.g. ICE Content & Campaign Performance Dashboard, basic ICE KPIs) are integrated into local performance conversations, while ownership of commercial decisions remains with TAs
• Coordinate the schedule and agendas for ICE workshops
• Monitor ICE adoption and process adherence across brands and TAs, identify gaps or issues, collaborate with EE Capability building for planning/executing necessary upskilling & refreshes, and propose concrete improvement actions.
• Plan, orchestrate and document handshakes between TAs, Production Hub, CLS (Commercial & Launch Strategy), Customer Excellence and DAP (Data, Analytics & Platforms) for content creation, localization, tagging and activation, aligned with the Content & Campaign Operations Process Model (CCOPM) where applicable
• Represent country team in ICE PMO forums, specific working teams related to countries implementation, and International update meetings, responsible to share status and performance updates for SteerCo meetings (by gathering inputs across other EE and TA colleagues).
• Ensure insights are generated and actioned upon

Qualifications

• Bachelor’s degree in business, life sciences, or a related field
• Advanced degree in management or operations preferred
• 5+ years in Commercial Excellence, Customer Excellence, Marketing Operations, Process Excellence or similar roles, preferably in pharmaceutical / life‑sciences or another regulated industry.
• Track record in designing and improving end‑to‑end processes (mapping, simplifying, defining KPIs and governance) across multiple teams.
• Strong process design and process excellence skills: ability to build clear, pragmatic processes, RACIs and SOPs (Standard Operating Procedures), and connect them to KPIs.
• Ability to work with data and dashboards to identify process gaps and improvement opportunities
• Awareness of compliance and governance considerations related to promotional and non‑promotional activities, patient experience and data usage; able to embed them into processes.
• Excellent communication skills, able to translate complex frameworks and process concepts into clear, accessible guidance and tools for local teams.
• Strong knowledge of compliance and governance in regulated environments
• Ethical mindset and aligned with Novartis values
•