Total 3 job vacancies by Pacific Pharmaceuticals Pte Ltd

Key Responsibilities:

The CGT Customer Service Operations Manager is accountable for providing comprehensive and extensive customer and patient (where applicable) care and, as a customer experience gatekeeper to support the internal stakeholders with a various range of activities, which may include (but are not limited to):

• Serve as the primary point of contact for product requests in coordination with internal stakeholders for timely responses.
• Manage the end-to-end process of product requests by ensuring timely delivery and resolving potential issues.
• Minimize delivery time while maintaining reliability through efficient coordination and proactive planning.
• Lead and contribute to process improvement projects (streamlining processes, improving accuracy, and enhancing efficiency).
• Conduct Cell Therapy platform (CellChain) training sessions for hospital centers, making sure that they have the necessary knowledge and skills to effectively utilize the platform.
• Manage external user access to the Cell Therapy platform (CellChain), ensuring data security and compliance.
• Enhance team skills and operational excellence by promoting a culture of continuous learning and improvement.
• Ensure subject matter expertise to maintain a high level of knowledge and expertise in their subject area, providing informed guidance and support to stakeholders.
• Collaborate with cross-functional teams, internal and external stakeholders, and management to leverage their expertise and contribute to decision-making processes.
• Resolve customer queries by focusing on efficient and effective communication to enhance the overall customer experience.
• Develop and implement innovative solutions to enhance the overall customer experience, identifying areas for improvement, and seeking ways to exceed customer expectations.
• Customer centric approach: Operational account management (non-promotional), including understanding the hospital’s set-up and knowing the operational KPIs (number of orders, manufacturing starts, etc.)

Commercial setting:

• Provide patient services such as travel assistance to patients and their care givers, as applicable.
• Coordinate local cryopreservation logistics and payment process, as applicable.
• Oversight of the local release, logistics and system transactions process related to shipment via distribution depot, as applicable
• Coordinate and contribute to cross-functional commercial meetings, by collaborating with multiple stakeholders to address topics such as product requests, market trends, and customer needs and insights.
• Own the Product Request process for all sites’ onboarding and ensure accuracy of the master data set-up.
• Support with regulatory, RMP and outcomes-based reporting, as applicable based on local country requirements.

Clinical trial setting:

• Create and execute the End-to-End operational treatment process to fit the trial design and protocol.
• Support pan-Therapeutic Area (TA) set up and roll out in close collaboration with the cross-functional clinical trial teams.
• Participate in Site Initiation Visits (SIV) in collaboration with internal stakeholders to support timely site readiness for First Patient First Visit (FPFV). This involves ensuring smooth onboarding processes, correct master data set-up and providing support to external users.
• Manage slot requests and communicate key milestone timelines to both external and internal stakeholders. This includes coordinating with various teams to ensure smooth and efficient scheduling.
• Key gatekeeper for critical KPIs: DtD/VtD. Work closely with cross-functional clinical trial teams in supporting clinical trial protocols and the respective vein-to-door and door-to-door metrics.

Essential Requirements:

• Education: Bachelor’s degree minimum.
• Work Experience: +5 years in customer support (service) in healthcare industry.
• Laguage: Native level of Korean is a must, Fluency in English is a must, Business proficiency in Chinese is preferred, Business proficiency in Japanese is preferred.
• Supply chain / logistics experience is highly preferred.
• Understanding of the pharmaceutical industry and healthcare business service offerings and customer needs.
• Strong track record of successful team collaboration and delivery of results.

Job Description

4! The 4 essential elements that shape our culture: Inspired. Curious. Unbossed. Integrity. Our mission is to discover new ways to improve and extend peoples’ lives. Your passion to build, execute business plans to meet the sales goals, develop effective professional business relationships with Healthcare Professionals will help the world understand what these medicines do, why they matter and how Novartis is striving to reimagine medicine.

As a Therapy Area Head for Oncology, you will lead, manage and develop the overall performance of the business franchise/unit's current and future product portfolio and deliver sales and profits within agreed budgets. You will also lead and develop a successful sales and marketing team and build effective and enduring business relationships with key customers.

Your Responsibilities:

Your responsibilities include, but not limited to:

· Accountable for delivering the business unit/ franchise sales, market share, and profitability to meet or exceed budget targets. Define, develop and implement short and long-term strategic marketing and sales plans in line with regional & global marketing strategy. Monitor market trends, sales and product performance, conduct regular reviews against plans and take corrective action as required.

· Drive the growth of the BU/ BF by establishing growth plans for existing products, effectively manage their life cycle, successfully launch line extensions and new products; establish and manage effective strategic partnerships.

· Define, drive and oversee the launch planning and execution of upcoming key launches by ensuring seamless cross-functional and (as applicable) cross-divisional collaboration

· Develop and strengthen strategic relationships with customers (e.g., physicians, key accounts, specialty pharmacies, KOLs and payors) to support medical and commercial activities in alignment with compliance guidelines.

· Optimize sales force performance and return on investment. Enhance sales force capabilities and continue to develop innovative commercial strategies to ensure success in an evolving healthcare environment

· Partner with other franchise heads and support in the development of an agile, customer-led digital and customer solutions strategy which meets the evolving needs of the business, our customers and patients.

· Responsible for the budget and financial performance of the unit, ensure alignment to all Ethics, Risk & Compliance policies and manage key processes.

· Successfully lead the franchise team, managing all people-management related processes (recruiting, performance management, coaching). Identify and build key capabilities, talent pipeline and ensure proper development of assigned people.

Minimum requirements

What you’ll bring to the role:

· Degree in Life Sciences, Pharmacy, Biomedical or other related field.

· Minimum 10 years in sales and marketing in Healthcare / Pharma / related business commercial experience and/or leadership experience in Healthcare

· People leadership in sales and marketing

· Able to understand changing dynamics of Pharmaceutical industry

· Proficient and fluent in English (spoken and written), with good interpersonal and communication skills.

· Digital & Technology Savvy

Why Novartis?

Why Novartis? Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture

You’ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network

4! The 4 essential elements that shape our culture: Inspired. Curious. Unbossed. Integrity. Our mission is to discover new ways to improve and extend peoples’ lives. Your passion to build, execute business plans to meet the sales goals, develop effective professional business relationships with Healthcare Professionals will help the world understand what these medicines do, why they matter and how Novartis is striving to reimagine medicine.

As Customer Engagement & Experience Lead, APMA, you will take ownership of APMA’s customer engagement excellence and experiences and its capabilities building, bridging APMA’s business strategies and executions and customer engagements for optimized customer experiences. This role tracks core critical metrics for channel execution, collect insights about omnichannel performance and take corrective actions. It closely collaborates with global CEE teams on Customer Engagement, Content & Channels, Customer Experience Design as well as Patient Solutions & Services Design to deploy and customize new GTM models, OCE content to APMA and ensure relevance to countries and successful country deployment.

Your Responsibilities:

Your responsibilities include, but not limited to:

· Contribute to shaping and implementing the integrated Insights and Analytics plan for a business. Co-define a (customer centric) vision and priorities for the Insights and Analytics team based on needs of the business, Insights and Analytics vision, input from team and partners.

· Proactively propose analytical solutions to business questions and problems and provide key customers (e.g., TA teams) with new data driven ideas and actionable recommendations that enables better decision-making and improve the business excellence.

· Lead, develop and step-change market research to develop deeper and more integrated customer and market insights. Develop advanced technological ideas and guides their development into a final product.

· Leverage modern, non-traditional tools and strategies using internal and external data sources to gain market insights. Explore and evaluate new data sources for targeting to drive Insights and innovation and to see opportunities for improvement.

· Serve as prime consultant and external spokesperson for the organization on highly significant matters relating to policies, programs, and long-range goals and objectives.

· Maintain transparency into market research budgets, optimizes deployment of resources, identifies areas of improvement/productivity, and impacts. Maintain full compliance with internal and external guidelines: stays current on external and internal guidelines.

· Foster collaboration, customer centric solution design within Global Integrated Insights teams as well as with TA team, Medical and priority markets. Supports the development of patient models to enable country and global analytics.

· OCE content development, adaptation, execution, excellence and innovation

o Adaptation of content from the content supply chain to be tailored to / usable in different channels in APMA

o Responsible for automated marketing campaigns and update of customer portals and platforms

o Content distribution via omnichannel in close alignment with field roles to deliver personalized engagement

o Channels planning & content visibility across channels & campaigns

o Track core metrics for channel execution, collect insights about omnichannel performance and take corrective actions

o Design test & learn studies and closed customer feedback loops to rapidly adapt and enable more thoughtful omnichannel deployment

o Exploring/ testing new GTM models, focused on digital engagement

Minimum requirements

What you’ll bring to the role:

• Degree in Life Sciences, Pharmacy, Biomedical or other related field.
• Minimum of 10 years digital Marketing experience with multi-functional experience in CPG, Pharmaceutical or Biotech industries, with solid knowledge in SEO, SEM, HCP Portal, HCP Tools
• Transformational Leader with strategic experiences to transform the business into next generation engagement.
• Deep expertise in data science, customer engagement, social media and CRM and ability to use journey mapping, personalization and content to realize and improve customer value. Track record for delivering in-market solutions
• Understanding of data privacy practices and of regulatory and legal implications of collecting Personally identifiable information (PII).
• Ability to lead/enable multiple top-priority deliverables on time, on scope, on budget. Strategic and analytical thinking, as demonstrated by key projects/initiatives.
• Develop and operationalize digital engagement and integrate a marketing framework with metrics. Demonstrated ability to use a problem-solving approach to work and courage to challenge the status quo
• Able to credibly articulate data related to market trends, performance, and strategies to achieve goals to various internal and external audiences. In depth knowledge of customer/marketplace, key dynamics and current knowledge of key competitors and their key strategies

Why Novartis?

Why Novartis? Our purpose is to reimagine medicine to improve and extend people’s lives and our vision is to become the most valued and trusted medicines company in the world. How can we achieve this? With our people. It is our associates that drive us each day to reach our ambitions. Be a part of this mission and join us! Learn more here: https://www.novartis.com/about/strategy/people-and-culture

You’ll receive: You can find everything you need to know about our benefits and rewards in the Novartis Life Handbook. https://www.novartis.com/careers/benefits-rewards

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network