Campaign Account Management-Customer Interaction Center (CIC)
Novartis - East Hanover, NJ

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Contact center strategic partner to Marketing, New Commercial Channels and Cross Cultural Mar-keting (in line and established medicines) for the design and implementation of contact center pro-grams for interactions with consumers and healthcare professionals.
  • Internal consultant by proactively seeking opportunities to maximize sales and marketing efforts through teleservices
  • Provide strategic input during the development stage of campaign process including critical input into the campaign specification document
  • Support new product launches, line extensions, co-pay programs, direct to consumer, rela-tionship marketing campaigns, teledetail and unbranded initiatives
  • Development of customer centric live agent and IVR customer and business response card (BRC) scripts, call guides, FAQs and messaging
  • Develop phone tree strategies to ensure first call resolution and seamless call triage to key functions including drug safety, quality, patient services, MIC and patient assistance
  • Development and management of program timelines, program requirements, expense management, logistics and the execution of program launch
  • Develop and reconcile monthly call forecasts
  • Procurement and testing of toll free numbers
  • Facilitate weekly progress calls with suppliers and manage implementation schedule
  • Secure MAP approval for all contact center materials
  • Liaison with DRA, Compliance, Legal and Privacy to ensure adherence to all guidelines
  • Develop measure of success with Brand team prior to launch and present results with rele-vant sensitivity and trend analyses to key stakeholders
  • Integrate customer care product training with marketing to provide full view of needs and insights to clients Minimum requirements • Extensive contact center experience with emphasis in cus-tomer service (3-5 years minimum).
  • Pharmaceutical marketing or marketing operations experi-ence
  • Multi channel experience
  • Current on all core and innovative contact center technology
  • Current on all regulatory and compliance requirements
  • Ability to multi task and prioritize
  • Strong leadership, organizational, planning and interpersonal communication skills are required
  • Demonstrated ability to continually drive process improve-ments
  • Proven proficiency in the area of team work and team lead-ership

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Novartis AG, incorporated on February 29, 1996, is a Switzerland-based holding that, through its subsidiaries, is engaged in the research,...