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Job Details

Customer Liaison Director

Company: Novartis
Location: Ireland Dublin
Reference: 220797BR
Closing Date: 22 May 18
Type: Full Time
Salary (£): On Application

Job Summary:

Job Summary:Do you want to work for a Global Pharmaceutical company where you will get recognized for your hard work and commitment? Look no further, apply today. Customer Liaison Director, Novartis, Dublin. ...


Job Summary:

Do you want to work for a Global Pharmaceutical company where you will get recognized for your hard work and commitment? Look no further, apply today. Customer Liaison Director, Novartis, Dublin.

Job purpose:

The purpose of the Customer Liaison Director is to be responsible for engaging internal customers (within World Wide Franchises/Global Brand Teams and Brand Teams at local country level) in order to develop, advise and execute ‘Creative Services/Campaign Enablement Services’ via the Business Services Centres.

•Depending on seniority may lead a team of project managers (based in Dublin BSC) to ensure implementation consistently delivers high quality service, on time and to budget.
• Based on business need, supports the recruitment of delivery personnel by reviewing CVs, processing applications, participating in interviews and liaising with other recruitment agencies, then undertakes on-boarding activities for new joiners.
• Assists with the creation and deployment of the Best Practices (processes, reports etc.) that will be required to establish ‘Creative Services/Campaign Enablement Services’
• Tasked with continually seeking opportunities to increase customer satisfaction and deepen relationships in order to expand business.

Key Responsibilities:

Planning and Management

• Gather requirements to develop detailed service plans and service estimations to task level
• Support the project manager allocated to the project to determine resource allocation team members based on service requirements, timeframes and budget
• Proactively assist the business to identify upcoming conflicts and resource gaps
• Serve as primary interface with the Global Brand Managers, local Multi channel Marketing Managers on business requirements management
• Serve as primary interface between requests and vendor/internal operation manager
• Works with team to further develop/refine workflows
• Contribute in creative brainstorms to improve the quality of PLS products and service

Manage project scope and people including:

• Responsible for formal sign off on all project deliverables; this will often include coordinating input and involvement from the project managers and customers
• Management and documentation of service kick-off meetings (internal & vendors)
• Develop with Project Manager service timelines and ensure delivery
• Monitoring and maintaining internal and external milestones
• Manage scope creep through client change orders, internal change orders, phased delivery or other methods to ensure projects deliver on timeline, scope, budget and strategy expectations
• Facilitation of service review meetings both internal and external
• Review of all deliverables for quality and accuracy
• Tracking of features and requirements for design and development; including translation of these requirements into live documents, including site IA, wireframes and functional/creative briefs
• Maintenance of service documentation
• Communication of service status to internal and external stakeholders
• Identification and communication of service risks and assumptions
• Assures service legal documents are completed and signed.
• Tracks and reports team hours and expenses on a weekly basis.
• Manages service budget and signature of SLA’s
• Where service control is in jeopardy, create contingency plans with appropriate input from key team members and implement a revised service schedule, scope or budget in a timely manner

Quality and reporting

• Evaluate all key service deliverables, as well as final product to ensure traceability of requirements, high quality and client acceptance
• To ensure that our service delivery is best in class
• To ensure that relevant external standards are understood and incorporated where appropriate

About the Novartis Global Service Centre in Dublin:

The Novartis Global Service Center (NGSC), Dublin, was set up in 2013 and is located in a state-of-the-art facility on the Merrion Road in Ballsbridge. The center, one of five around the world, delivers a broad variety of services to the Novartis divisions and organizations worldwide. Services offered by the Dublin team include scientific and commercial services, IT, HR Operations and Procurement. There are currently several hundred associates employed at the site with 32 nationalities speaking 28 languages.

The operation is continuing to grow rapidly and has a number of exciting vacancies for experienced high-caliber candidates who are interested in working as part of an international team delivering services globally. Novartis offers a rewarding career and a comprehensive benefits package.

Novartis is a world-leading healthcare company that provides innovative solutions to address the evolving needs of patients and societies. Headquartered in Switzerland, Novartis offers a diversified portfolio to best meet these needs: innovative medicines, eye care and cost-saving generic pharmaceuticals. Novartis is the only global company with leading positions in these areas. Novartis Group companies employ approximately 120,000 full-time-equivalent associates and its products are available in more than 180 countries around the world.

Benefits of Working for Novartis:

• Competitive salary; Annual bonus
• Pension scheme; Share scheme
• Health insurance; 25 days annual leave
• Flexible working arrangements
• Subsidized dining facilities
• Employee recognition scheme

‘I came for the job, I stay for the culture’


Minimum requirements


• Degree level.
• 8+ years of proven commercial experience managing services or driving key initiatives within the digital marketing industry
• 2+ years of leading and managing service resource/people management/ planning across multifunctional teams
• Significant experience in managing delivery of services across complex matrix environments
• Pharma experience is essential (knowledge of regulatory/compliance frameworks within the digital space gained for previous local or global roles)
• Preferably some understanding of specific therapeutic area
• Proven Man-management and Leadership capabilities
• Outsourcing operational experience
• Fluency in English, superior written composition skills

Novartis are an equal opportunities employer and welcome applications from all suitably qualified persons

Apply for this job: Customer Liaison Director

Contact Information:

Address:  Novartis Pharmaceuticals UK Limited
Frimley Business Park
GU16 7SR
Tel:  +44 (0)1276 692255
Fax:  +44 (0)1276 692508
Website:  Visit Our Web Site

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