## [Customer Excellence & Capability Building Manager](/req-10077047-customer-excellence-capability-building-manager "Customer Excellence & Capability Building Manager") Job ID REQ-10077047 Jun 22, 2026 LOC_SK ### About the Role Key Responsibilities: - Lead end-to-end activation and execution of omnichannel customer engagement across CRM, SFMC, and related platforms, ensuring alignment with global OCE/OMC standards and execution quality requirements. - Govern validated omnichannel customer journeys, content tagging, FUSE, and MLR processes to ensure compliant, high-quality, and measurable engagement execution. - Oversee planning, logistics, vendor coordination, and speaker management for HCP meetings, congresses, and internal cycle meetings, ensuring cost-efficient and compliant execution. - Orchestrate Integrated Commercial Excellence (ICE) ways of working, Launch Readiness Reviews, and handshake workshops to ensure successful launches and cross-functional alignment. - Implement Dynamic Resource Optimization (DRO) frameworks, including AI-driven call planning, to optimize field force deployment and resource efficiency. - Ensure disciplined execution of One-Brand-Plan governance, milestones, metrics, and Marketing Excellence standards in close partnership with brand and capability teams. - Lead patient and payer engagement execution by deploying patient activation frameworks and ensuring governance excellence across patient services and support programs. - Act as the country voice of learning by assessing cross-functional capability needs and aligning the local capability roadmap with international learning strategies and priorities. - Localize and deploy global capability programs across Marketing, Sales, Medical Affairs, and Value & Access, ensuring learning effectiveness, governance, and quality assurance. - Manage learning vendors and budgets, monitor adoption and proficiency lift, and track business impact and ROI of capability initiatives. Requirements: - University degree with fluent English proficiency; additional local language skills (Slovak) required, combined with several years of experience in customer excellence, commercial excellence, capability building, or learning and development. - Proven track record in omnichannel execution, launch excellence, and delivery of scalable capability programs across commercial and medical functions. - Strong experience with CRM systems, marketing automation platforms, learning technologies, and performance analytics. - Solid understanding of governance, compliance, MLR processes, and execution quality standards in a regulated industry. - Strong stakeholder management skills with the ability to operate across Marketing, Sales, Medical Affairs, and Value & Access. - Ability to translate strategy into practical execution frameworks with measurable business impact. - Experience managing external vendors, budgets, and ROI tracking for execution and learning initiatives. - Demonstrated capability to drive adoption, behavior change, and continuous improvement through structured enablement programs. Benefits & Rewards - We offer minimum of 41.360 EUR EUR annually along with annual bonus. - Monthly pension contribution matching your contribution up to 3% of your gross monthly base salary - Risk Life Insurance (full cost covered by Novartis) - 1 week holiday above the Labour Law requirement - 4 paid sick days within one calendar year in case of absence due to sickness without a medical sickness report - Cafeteria employee benefit program – choice of benefits from Benefit Plus SK for 500 EUR per year - Meal vouchers of 7 EUR each working day (full tax covered by the company) - MultiSport Card contribution Commitment to Diversity and Inclusion / EEO paragraph: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve. ### Role Requirements **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? [https://www.novartis.com/about/strategy/people-and-culture](https://www.novartis.com/about/strategy/people-and-culture "https://www.novartis.com/about/strategy/people-and-culture") **Benefits and Rewards:** Learn about all the ways we’ll help you thrive personally and professionally. [Read our handbook (PDF 30 MB)](https://www.novartis.com/sites/novartis_com/files/novartis-life-handbook.pdf) Primary location salary range €36,190.00 - €67,210.00 Division DIV_IM Business Unit General Management Location LOC_SK Site Bratislava Company / Legal Entity SKA2 (FCRS = SK002) Novartis s.r.o Functional Area FCT_MM Job Type Full time Employment Type Regular Shift Work No [Apply to Job](https://novartis.wd3.myworkdayjobs.com/en-US/Novartis_Careers/job/Bratislava/Customer-Excellence---Capability-Building-Manager_REQ-10077047 "Apply to Job") ![careers default image](https://prod1.jobapi.novartis.com.cn/themes/custom/cosmos/patterns/images/careers-default-image.webp "careers default image") Job ID REQ-10077047 ### Customer Excellence & Capability Building Manager [Apply to Job](https://novartis.wd3.myworkdayjobs.com/en-US/Novartis_Careers/job/Bratislava/Customer-Excellence---Capability-Building-Manager_REQ-10077047 "Apply to Job")