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About the Role

Role Purpose:
Role carrying customer facing activities, with an ability to orchestrate channels and crossfunctional
resources, engage both F2F and digitally, provide solutions beyond the product & use
analytics to tailor engagement.
• Promotes Novartis portfolio and services by providing the latest, relevant, and authorized data,
key messages, and disease information to the right customer at the right time.
• To support HCP decision making and optimize patient outcomes in an ethical way.
• Purpose around improving the patient journey, as well as strong passion to create value and
impact on the ecosystem
• Supports the achievement of Novartis business goals by implementing value-based solutions with
customers and designated accounts
• Establish Novartis as the preferred partner of choice with customers and designated accounts
• Support the creation of a customer-centric approach across the Country.
• Responsible for meeting/exceeding customers’ expectations, on time response to customers’
requests in coordination and alignment with the FLM/S&M Manager, as supporting the whole CVMI
Franchise achieve their targets while managing the dynamic market changes.
Major Accountabilities:
• Deliver personalized customer experience via customer-specific omni-channel interaction
aligned to customer type, the Novartis 6 IBs Selling Model, and leveraging new technology for
business and customer needs to execute a touch point plan to move customers along A to B shift
• Carrying customer facing activities primarily focusing on care management tackling pain-points
of the full patient cycle (Awareness, Diagnosis, treatment, Follow up)
• Sets (Territory /Accounts) business plans, priorities, and performance objectives for assigned
(Territory /Accounts) to be approved by the FLM/S&M Manager.
• Ensures cross-functional understanding of these plans with the FLM/S&M Manager, SAM, and
Key functions.
• Align / Coordinate with FLM/ S&M Manager on inland sales forecasts and collaborate with all
team members to increase forecast accuracy by enhancing commercial execution cycle, with action
plan to overcome challenges in the process at any time.
• Acts as point of integration for specific Novartis brand in specific (Territory /Accounts)
• Ensures achievement of the (Territory /Accounts) plans and delivery of the
required financial results.
• Feedback to the organization as to products, service, solutions that would be beneficial
• Collate insights to be retained and actioned upon.
Additional Specifications:
• Builds and sustains long term customer partnerships with certain (Territory /Accounts) that create
mutual value
• The role is empowered to pull in expertise and resources locally in alignment with cross-functional
team when needed
• Ensuring great experiences whenever stakeholders in the ecosystem engage with Novartis
employees
• Performs and reports on competitive intelligence activities
• Runs or works on projects that develop the Novartis portfolio revenues
• Adverse events must be reported within 24 hours of becoming aware of the event to the drug
safety responsible person.
• Reporting all quality defects with Novartis marketed product within 24hours of becoming aware of
it to the QA responsible person.
Key Performance Indicators (Indicate how performance for this role will be measured):
- MS gain and monitoring VS competition.
- Patient recruitment & consumption monitoring as per the agreed territory/account plan.
- Delivery of commercial results for brands including long term partnerships.
- Effective business relationship with HCPs/ Accounts to deliver current and future business
opportunities in a compliant way
- Key accounts and long-term partners satisfaction level

Role Requirements

Education:
University degree in science and/or business marketing or Equivalent is preferred
Experience/Professional requirement
• Experience with Innovative pharmaceuticals or medical products market
• Successful in-person and virtual customer facing experience in healthcare/pharma sector
• 2–3 years’ operational experience in customer-facing roles with some Sales leadership including Key
Account Management experience
• Demonstrated operational skills and performance delivery, ideally in leading transformational change
• Establishing and managing strategic partners
• Customer experience management (services & solutions).

Why Novartis:

Join our Novartis Network:

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Medical Representative

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