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 customer engagement excellence with capability building across Marketing, Sales, Value & Access, and Medical Affairs.

Key responsibilities

• Lead end‑to‑end activation and execution of omnichannel customer engagement across CRM, SFMC and related platforms, ensuring compliance and quality.
• Govern validated omnichannel journeys, content tagging, FUSE and MLR processes.
• Oversee planning, logistics and vendor coordination for HCP meetings, congresses and internal cycles.
• Implement Dynamic Resource Optimization frameworks, including AI‑driven call planning.
• Localize and deploy global capability programs, manage learning vendors and budgets, and track ROI.

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 scalable capability programs.
• Strong stakeholder management across Marketing, Sales, Medical Affairs and Value & Access.

Required skills

• CRM systems
• Salesforce Marketing Cloud (SFMC)
• AI‑driven call planning tools
• Learning technologies and performance analytics

What we offer

• Minimum €41,360 annual salary plus bonus
• Monthly pension contribution matching up to 3% of gross salary
• Risk life insurance, cafeteria benefits, meal vouchers and MultiSport Card contribution
• One week extra holiday above statutory requirement and 4 paid sick days