Customer Engagement Associate (12mth contract)

at  Novartis

ABOUT THE ROLE

Millions of people living with disease and their families look forward to a brighter future thanks to the work we do with our partners around the world. It’s an undertaking we can all be proud of. Together, we’re finding new ways to treat some of the most common diseases. Together, we’re bringing hope to people with rare and unmet medical needs. Together, we’re aiming to revolutionise healthcare systems and make them more accessible for all.
The reason we’re able to create such impact at scale is because every one of us plays their part. Whether you’re building successful partnerships, transforming business processes or pushing the boundaries of medical science, you make a difference. And because we’re all focused on positive tangible outcomes, you get to see your work’s impact.
As Customer Engagement Associate, you will play a key role in creating a smooth and proactive interaction with customers, so Novartis becomes the best company to work with especially in the operations and events space.

Your Responsibilities:

• Strong communication skills when working with customers. Support HCP’s and internal customers proactively and transparently with their queries.
• Has the influencing, collaboration and relationship building skills required to accommodate customer’s specific needs.
• Proactively adjusts customer prioritisation based on customers’ potential for Novartis and impact of decision on Novartis reputation.
• Demonstrates agility and flexibility in changing course as required based on shifts in organizational strategy and performance expectations.
• Has an explicit understanding of customers unique decision-drivers and pain points
• Demonstrates knowledge of different customer needs and how to alter their approach/focus across different customer types.
• Can balance customer centric focus with the organization’s commercial/reputational objectives.
• Consistently monitor and controls the quality of process performance.
• Applies innovation & creative thinking to bring in new ideas for customers and patients.
• Curious mindset- open to learn and challenge/ improve processes and people.
• Passion to make a difference in the organization.
• Deals with complex administrative, planning, and organizational assignments independently and takes care of general administrative tasks. Involved in strategic planning processes (Big Room Planning, Cycle planning) and contributes as operations partner.
• Acts as project coordinator/manager for administrative projects (design, planning, implementation, communication, etc.), takes ownership to solve and adapt to create best outcome for patients and customers.
• Partner with internal business functions and external customers and provides guidance on operational best practices.
• Apply integrity in decision making and risk, follow compliance processes across all dealings
• Competency in planning and executing commercial/medical led meetings, including:
• Ongoing record keeping in line with current compliance standards for all marketing/medical programs.
• Responsibilities for IGM and CLM management and administration. Ensure accountability and compliance with all compliance requirements.
• Update Customer Relationship Management System (CRM) events with all relevant meeting RSVPs and attendance list

ROLE REQUIREMENTS

About you:

• Minimum of 2 years working in a professional organization in a coordinator capacity
• Understanding or interest in pharma industry (preferred)
• Excellence in Organizational conduct: Experience working in a role dealing with customers professionally.
• Drive and passion to proactively solve problems and keep stakeholders regularly updated.
• Strong planning and organization skills
• Ability to prioritize depending on customer requirements and organizational outcomes.
• Experience collaborating and innovating across functions and with external stakeholders.
• Digital and tech savvy. Experience working with systems such as SAP and able to navigate multiple systems, platforms, and processes.
• Curious mindset to challenge current ways of working and continuously learn.
• Enthusiastic to proactively review processes/policies/systems and improve and action new ways of working.
• Manage and adapt to organizational change.
• Ability to apply and understand: Medicines Australia Code of Conduct, Procurement and Compliance principles.