Customer Excellence Process Manager

Job Description Summary At Novartis, our purpose is to reimagine medicine to improve and extend people's lives. We are looking for a Customer Excellence Process Manager to join our team in a newly created role that will play a key part in strengthening how we deliver launch readiness, customer engagement and marketing excellence across the business. The Customer Excellence Process Manager is responsible for enabling superior customer and patient experience by orchestrating, standardising, and continuously improving end-to-end commercial excellence processes. Operating within Execution Excellence (EE), the role drives the effective deployment of frameworks, marketing and launch excellence rhythms, and cross-functional ways of working-ensuring clarity, consistency, and high-quality execution across teams. Through strong governance, project management, performance insights, and stakeholder alignment, the role enables business functions to translate strategy into disciplined, insight-driven execution. Job Description Drive One Brand Plan / marketing planning cadence, ensuring timelines, governance, and quality standards Ensure strong strategy-to-execution translation (clear KPIs, ICE alignment, measurable outcomes) Continuously improve marketing processes, frameworks, and tools Support capability building of marketers (skills, planning, execution excellence) to uplift marketeers' capability to be the best in industry and future-proof to changes in external en