Table of Contents
Job Overview
About the Company
Available Jobs
Job Description
Job Responsibilities
Why This Role?
Requirements
How to Apply
FAQs
Job Overview
If you’re targeting Novartis Customer Engagement & Omnichannel Lead Saudi Arabia roles, this is a rare kind of opportunity: a leadership position where you’ll shape how a major healthcare organization engages customers and patients—using digital strategy, data, CRM excellence, and AI-ready analytics to drive measurable business impact.
Job Title: Customer Engagement & Omnichannel Lead
Company Name: Novartis
Location: Riyadh, Saudi Arabia
Employment Type: Full-time, Regular
Start Date: As soon as possible (based on hiring process)
Work Model: Onsite (as indicated in the posting)
This role is built for someone who wants to move beyond “campaign execution” into true customer-centric transformation—creating systems, governance, and engagement programs that scale across brands and functions.
About the Company
Novartis is a global healthcare company known for developing innovative medicines and improving patient outcomes through science, technology, and collaboration. The organization emphasizes ethical standards, compliance, and quality—especially important in healthcare—while investing in digital innovation and customer engagement models that improve how patients and healthcare professionals experience the brand.
For your career, the advantage is clear: when you lead omnichannel and digital engagement in a regulated industry, you develop a highly valuable mix of skills—strategy, governance, data, stakeholder leadership, and transformation delivery. Those capabilities are in demand across pharma, health tech, and wider enterprise digital transformation roles.
Available Jobs
If you’re exploring Novartis in Saudi Arabia (or building content that captures broader search traffic), here are related roles you may see alongside this posting and similar positions that align with the same commercial and healthcare ecosystem:
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Medical Science Liaison (Riyadh)
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Evidence Generation Head (Riyadh)
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Oncology Therapy Area Partner (Riyadh / KSA coverage roles)
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Brand Manager (Riyadh)
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Value & Access Lead (Riyadh)
Related roles to broaden your options (and keyword reach):
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Omnichannel Engagement Specialist
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CRM & Analytics Lead (Commercial Excellence)
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Digital Strategy Manager (Healthcare/Pharma)
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Customer Experience Lead (Patient & HCP Engagement)
(See more jobs in Saudi Arabia)
Job Description
The Novartis Customer Engagement & Omnichannel Lead Saudi Arabia role is focused on designing, localizing, and executing high-impact digital and omnichannel strategies that improve customer and patient engagement—while ensuring full alignment with compliance, legal, quality, and global frameworks.
You’ll serve as a central point of contact for digital initiatives and governance. That means you won’t just “support” brands—you’ll set the standards, enable teams, and ensure omnichannel execution is consistent, compliant, and measurable.
This role is ideal for professionals who enjoy connecting big-picture strategy with operational detail, such as:
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creating customer journeys that actually work in real life
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building governance and approval pathways that speed up delivery (without compliance risk)
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translating business needs into dashboards, KPIs, and decisions
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aligning stakeholders who don’t naturally agree (brand, sales, analytics, medical, compliance)
In short: it’s a leadership role for someone who can think like a strategist, execute like an operator, and measure like an analyst.
Job Responsibilities
You’ll lead initiatives across digital strategy, governance, content, CRM excellence, analytics, and transformation. Core responsibilities include:
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Design, localize, and implement omnichannel and digital strategies to enhance customer and patient engagement and strengthen non–face-to-face capabilities
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Ensure all initiatives meet corporate, legal, and quality standards within a regulated healthcare environment
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Lead digital governance as the point of contact for digital initiatives, including oversight of content approvals and alignment with global frameworks and local regulations
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Partner with brand teams, Commercial Excellence, and cross-functional stakeholders to co-create engagement initiatives and deliver measurable business impact
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Drive Launch Excellence and innovation initiatives to support successful rollout of new solutions, products, or capabilities
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Map and optimize end-to-end customer and patient journeys, identify friction points, and implement digital, data, and AI-driven solutions to improve experience and outcomes
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Lead content strategy and governance, including content calendar planning and structured creation processes (including ICE methodology collaboration)
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Foster digital transformation and cultural change through workshops, champion networks, and organization-wide adoption of customer-centric, data-driven ways of working
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Manage CRM systems and data excellence: segmentation accuracy, consent management, data audits, and integration with marketing/analytics/sales tools
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Train and support field force users to strengthen adoption and consistent execution
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Own and evolve analytics and insights: build actionable dashboards, define KPIs, and translate insights into recommendations
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Build external partnerships and monitor market dynamics (vendors, benchmarks, competitor initiatives) while exploring AI-powered opportunities to elevate engagement
A key success factor here is balance: you’ll need to move fast, but also protect compliance and quality—because in pharma, speed without governance becomes risk.
Why This Role?
This role stands out because it combines leadership, digital innovation, and measurable business impact in one of the most important industries: healthcare.
1) You’re leading transformation, not just running campaigns
Many digital roles get trapped in execution mode. Here, you’re shaping strategy, governance, capability, and measurement—so improvements scale across the organization.
2) Omnichannel + CRM + analytics = premium career stack
If you can lead omnichannel engagement and prove impact through data, you become a high-demand leader across:
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Commercial Excellence
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Customer Experience (CX)
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Digital Transformation
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Growth & Revenue Operations
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Analytics and Insights leadership
3) You gain credibility in a regulated environment
Healthcare raises the bar: compliance, consent management, content approvals, and quality processes matter. Leading digital in this environment signals maturity and trust—traits employers pay for.
4) You’ll influence senior stakeholders and cross-functional direction
This role requires strong stakeholder management and the ability to challenge ideas across leadership levels. That’s a growth accelerator: your impact isn’t limited to your team—it shapes decisions across the organization.
5) You build a system that keeps working after you ship it
The strongest omnichannel leaders don’t “launch and leave.” They build:
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a governance engine
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a content engine
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an insights engine
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a CRM adoption engine
That’s how engagement becomes consistent, not random.
Requirements
The posting highlights experience and skills in healthcare/pharma engagement, analytics, and digital transformation. You’ll typically need:
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3+ years of experience in Sales/Marketing, Data Analytics, Reporting, or similar roles within Pharma/Healthcare
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Background in customer experience, marketing, or patient engagement in Pharma/Healthcare
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Strong stakeholder management skills with confidence to challenge and align leadership perspectives
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Experience with data analytics, BI tools, and digital transformation (highly desirable)
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Practical knowledge of omnichannel platforms such as:
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CRM systems
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email automation tools
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digital marketing platforms
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analytics and reporting environments
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Comfort with governance, compliance-aligned processes, and quality standards
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Riyadh-based availability for an onsite role (as listed)
Nice-to-have advantage: experience building journey maps, dashboard ecosystems, CRM adoption programs, and measurable KPI frameworks that tie activity to outcomes.
How to Apply
To apply for Novartis Customer Engagement & Omnichannel Lead Saudi Arabia:
FAQs
1) Is this a leadership role or an execution role?
It’s a leadership role with hands-on ownership. You’ll lead strategy and governance while also driving execution through cross-functional collaboration and systems like CRM and analytics.
2) Is the Novartis Customer Engagement & Omnichannel Lead Saudi Arabia role onsite or remote?
The posting indicates an onsite setup. If you’re applying from outside Riyadh, plan your availability accordingly.
3) What experience is most important for this role?
The strongest fit typically includes pharma/healthcare experience in customer engagement, marketing, or analytics—plus practical exposure to CRM, omnichannel tools, and digital transformation initiatives.
4) Do I need advanced data analytics skills?
You should be comfortable with analytics and BI-driven decision-making. You’ll be expected to translate business needs into dashboards, KPIs, and actionable insights—even if you’re not coding daily.
5) What should I highlight in my CV to stand out for Novartis jobs in Saudi Arabia?
Focus on measurable transformation outcomes: journey optimization, CRM adoption, governance improvements, compliant content operations, and dashboards that drove better decisions and results.