Overview

As Content Activation and Omnichannel Orchestration Manager in Novartis’ Customer Excellence, you drive activation-ready content and coherent omnichannel experiences across field and digital channels. You partner with brands to design data-driven omnichannel plans and ensure content aligns with ICE and CE&C; standards. You will optimize performance through KPIs and enable adoption of the ICE framework within the TA/Disease Area. This role blends governance, execution excellence, and change leadership to improve customer experience and business impact.

Responsabilità

- Design and execute insights-driven omnichannel strategies with brand teams, aligned to customer journeys and ICE objectives.
- Translate journeys into actionable orchestration plans (channel mix, sequencing, cadence) using SFMC and Oncore.
- Build omnichannel capability by enabling teams to use SFMC, iCVA, V&A; channels, and other approved tools.
- Own end-to-end content activation, ensuring localization-readiness, compliance, and alignment with International CE&C; standards.
- Monitor and improve omnichannel performance using KPIs such as HCP engagement, campaign quality, content utilization, journey adoption, compliance, and stakeholder satisfaction.
- Ensure TA, V&A;, Communications & Patient Advocacy content is optimized for field and digital platforms (Oncore CRM, iCVA)



and meets quality/compliance requirements.
- Oversee content tagging standards, FUSE uploads and MLR processes while content owners execute day-to-day.
- Support handshake meetings between International and local brand teams to ensure model adoption and TA remit for content production.

Requisiti fondamentali

- Bachelor’s degree in Business, Life Sciences, Marketing, or related field; advanced degree in Management or Operations preferred
- Fluent in English and Italian
- 3+ years’ experience in Commercial Excellence, Omnichannel Marketing, Sales & Marketing Operations, or similar roles in regulated industries
- Proven expertise in channel orchestration using CRM, SFMC (or similar platforms), and iCVA
- Experience driving operational excellence, process improvement, and execution standards for customer-facing activities
- Strong analytical skills to interpret engagement metrics and drive continuous improvement
- Knowledge of compliance, governance, MLR processes, and promotional/non-promotional content standards
- Execution-focused, collaborative, resilient, with alignment to Novartis values and compliance-driven behaviors

- Analytical thinking
- Cross-functional collaboration
- Stakeholder engagement
- CRM
- SFMC
- iCVA

📌 Content activation & omnichannel orchestration manager (Monza)
🏢 Novartis
📍 Monza