Director, Customer

Director, Customer & Content Strategy - Breast Cancer We’re a team of dedicated and smart people united by a drive to achieve together. Are you ready to make a significant impact in the oncology space? Join Novartis International as the Director – Customer and Content Strategy – Breast Cancer and lead the charge in developing best‑in‑class marketing experiences and content for healthcare professionals (HCPs) across our priority brands. In this pivotal role, you will be at the forefront of creating innovative strategies that enhance our digital presence and customer engagement. You will collaborate with cross‑functional brand teams in the Oncology Therapeutic Area (TA) to drive customer strategy and content excellence, ensuring seamless integration and outstanding content delivery to key markets, including Germany, Japan, and China. If you are passionate about understanding and building customer strategies, identifying pain points, and developing novel marketing campaigns that elevate customer engagement, we want to hear from you Join us and be part of a dynamic team that is dedicated to making a difference in the lives of patients around the world. Major accountabilities Drive holistic Customer & Content strategy to create differentiated content and experiences driven from a deep understanding of external customer insights. Partner with brand teams, key markets, and multiple international functions to co‑create cohesive Customer Strategies, campaigns, content, and congress experiences – ensuring alignment between brand objectives and customer values for consistent impact across markets. Embed advanced marketing techniques, behavioral science principles, and innovation in content co‑creation, with a focus on customer centricity to accelerate peak sales and brand growth in top markets. Serve as a single point of contact between CE&C and the Therapeutic Area brand teams for their assigned product – bridging TA requests and strategic needs to the right expertise within the CE&C team, and acting as the first point of contact for any escalations or issues in need of resolution. Ensure customer experience excellence is translated to flawless execution with Channel & Delivery team. Foster a performance‑driven culture, constantly striving to improve and innovate Customer Experience with an insight‑led and data‑driven approach. Essential requirements Minimum of 10 years of experience in the pharma/biotech or related industry, with 4–5 years of brand‑specific (breast cancer) commercial leadership experience as part of an in‑country or above‑country commercial brand team. Launch experience is strongly preferred. Significant experience in both strategic and executional aspects of customer experience for a successful brand. Specialized expertise in one or more critical pillars of effective customer experience strategy, such as creative storytelling, content personalization, segmentation, and channel optimization. Proven track record of successfully managing marketing/promotional agency teams and resources to produce high‑quality content in a cost‑effective manner. Desirable requirements Strategic and Executional Balance: Ability to flex between strategic thinking and operational tasks in day‑to‑day work. Enterprise Thinking & Stakeholder Management: Navigate cross‑functional teams to produce effective outcomes in a large, matrixed organization. Interpersonal Effectiveness: Influence others positively to drive optimal outcomes. Agility & Navigating Ambiguity: Adapt in a dynamic environment and drive simple solutions to complex problems. Location This role is based in London United Kingdom or Barcelona, Spain. The location of the role and potential relocation can be discussed at interview stage. Benefits Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: Novartis Life Handbook. Commitment to Diversity & Inclusion Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve. Accessibility and accommodation Novartis is committed to working with and providing reasonable accommodation to all individuals. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the recruitment process, or in order to receive more detailed information about the essential functions of a position, please send an e‑mail to and let us know the nature of your request and your contact information. Please include the job requisition number in your message. Why Novartis Helping people with disease and their families takes more than innovative science. It takes a community of smart, passionate people like you. Collaborating, supporting and inspiring each other. Combining to achieve breakthroughs that change patients’ lives. Ready to create a brighter future together? Benefits and Rewards Read our handbook to learn about all the ways we’ll help you thrive personally and professionally: #J-18808-Ljbffr