Omnichannel Engagement Manager

Job Description Summary #LI-Hybrid Location: Toronto, Ontario This role is based in City, Canada. Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you. This job posting is for an existing position Explore, develop, implement and evaluate digital innovation solutions that address customer needs, while co-creating partnerships and collaborations with key stakeholders. Lead the delivery of projects across creative and marketing channels, including print and digital media, by coordinating plans through design, development and production to achieve agreed KPIs. Work with brand, technical and cross-functional teams to maximize value, provide strategic commercialization and analytics guidance, and support internal customers with evidence-based insights.   Job Description Key responsibilities: ·       Lead the planning and delivery of regional and global omnichannel projects, translating requirements into detailed plans, task-level estimates, timelines and quality objectives.  ·       Connect customer insights, content, field activity, digital engagement and data into integrated customer journeys that begin with the customer need and business objective.  ·       Partner with global and local Brand, Field, Customer Excellence, analytics, technical and other teams to align priorities and deliver coordinated customer experience without relying on direct authority.  ·       Identify resource gaps, delivery risks and competing priorities early, challenge siloed activity constructively, and help teams focus on the highest-value business problems.  ·       Use customer and engagement data to define meaningful KPIs, guide decisions, test approaches and continuously optimize journeys based on customer behavior and business impact.  ·       Design and scale practical omnichannel ways of working, including frameworks for segmentation, personalization, content, channel sequencing, measurement and next-best-action concepts.  ·       Build capability across brand and cross-functional teams through guidance, training and best-practice sharing, while promoting standardized, efficient and high-quality deliverables.  ·       Pilot solutions with priority brands, learn and adjust quickly, and deliberately expand successful approaches across appropriate brands and teams.  ·       Ensure required operational compliance, including reporting technical complaints, adverse events and special case scenarios related to Novartis products within 24 hours of receipt, and distributing marketing samples where applicable.    Essential Requirements: ·       Relevant education and professional experience supporting commercial strategy, customer engagement or omnichannel delivery; pharmaceutical experience is highly valuable, and relevant experience from other industries is also welcomed.  ·       Demonstrated ability to design and optimize integrated customer journeys across field and digital touchpoints, including segmentation, personalization, channel sequencing and next-best-action concepts.  ·       Strong strategic problem-solving skills, with the ability to simplify ambiguous business challenges and translate customer insights and business objectives into practical action.  ·       Proven cross-functional influence and stakeholder leadership across Brand, Field, Customer Excellence, analytics and related partners, including the confidence to challenge constructively without direct authority.  ·       Strong data literacy, including interpreting customer and engagement data, defining meaningful KPIs, developing test-and-learn approaches and using evidence to optimize outcomes; advanced analytics or coding is not required.  ·       Working knowledge of CRM and marketing automation platforms, customer d