Customer Experience Lead / APM Dermatology

Job Description Summary

-Achieve a holistic approach at the Institutional level based on the strategies defined by the Franchise and the Company's new code of ethics, in order to contribute to the achievement of the Unit's objectives, promoting the Novartis vision as a key element to transform Cancer care in Argentina.
Leading the experience of the HCPs / Institutions through the survey of the Insights ensuring an outside-in mindset and being the point of contact with the HUBs to co-create the solutions that the market needs.

Job Description

Major Accountabilities
• Disseminate the scientific evidence of the products of the Novartis Dermatology Franchise with a clear message of differentiation and 360 ° approach.
• 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

Skills Desired

Account Management, Commercial Excellence, Communication, Compliance, Conflict Management, Cross-Functional Work, Customer Insights, Ethics, Healthcare Industry, Influencing Skills, Negotiation, Sales, Technical Skills