Customer Excellence & Capability Building Manager

About the role

The Customer Excellence & Capability Building Manager leads an integrated execution and learning engine for Novartis in Slovakia, combining omnichannel customer engagement excellence with capability building across Marketing, Sales, Medical Affairs and Value & Access.

Key responsibilities

• Lead end‑to‑end activation and execution of omnichannel customer engagement across CRM, Salesforce Marketing Cloud (SFMC) and related platforms, ensuring alignment with global standards.
• Govern validated omnichannel journeys, content tagging, FUSE and MLR processes to guarantee compliant, high‑quality, measurable engagement.
• Oversee planning, logistics and vendor coordination for HCP meetings, congresses and internal cycle meetings.
• Orchestrate Integrated Commercial Excellence ways of working, launch readiness reviews and cross‑functional workshops.
• Implement Dynamic Resource Optimization frameworks, including AI‑driven call planning for field force efficiency.
• Ensure disciplined execution of One‑Brand‑Plan governance, milestones and Marketing Excellence standards.
• Lead patient and payer engagement execution through patient activation frameworks and governance of support programs.
• Assess cross‑functional capability needs, localise global capability programs and manage learning vendors, budgets and ROI tracking.

Required profile

• University degree with fluent English and Slovak; several years of experience in customer excellence, commercial excellence or learning & development.
• Proven track record in omnichannel execution, launch excellence and delivery of scalable capability programs across commercial and medical functions.
• Strong stakeholder management across Marketing, Sales, Medical Affairs and Value & Access.
• Experience managing external vendors, budgets and measuring ROI of execution and learning initiatives.

Required skills

• CRM systems (e.g., Salesforce)
• Salesforce Marketing Cloud (SFMC) and other marketing automation platforms
• Learning technologies and performance analytics tools
• AI‑driven call planning and resource optimisation frameworks
• Knowledge of MLR processes and compliance governance in a regulated environment

What we offer

• Minimum €41,360 annual salary plus annual bonus
• Monthly pension contribution matching up to 3% of gross salary
• Full‑cost risk life insurance
• One extra week of holiday above statutory entitlement
• Four paid sick days per year without medical certificate
• Cafeteria benefits (up to €500 per year) and meal vouchers (€7 per working day)
• MultiSport Card contribution