Customer Excellence Process Manager

Drive One Brand Plan / marketing planning cadence, ensuring timelines, governance, and quality standards

Ensure strong strategy-to-execution translation (clear KPIs, ICE alignment, measurable outcomes)

Continuously improve marketing processes, frameworks, and tools

Support capability building of marketers (skills, planning, execution excellence) to uplift marketeers' capability to be the best in industry and future-proof to changes in external environment (leveraging Marketing Academy executed by Capability Building)

Lead end-to-end launch planning and execution (pre-launch → launch → post-launch)

Orchestrate Launch Readiness Reviews (LRR) and governance processes locally

Monitor launch KPIs, risks, and cross-functional dependencies

Ensure alignment with global / regional launch frameworks

Orchestrate and maintain standard ICE (International Commercial Excellence) ways of working, including key steps, governance, roles and responsibilities, and documentation needed for country implementation.

Coordinate ICE deployment plans and timelines with Therapeutic Area (TA) teams, ensuring alignment with business cycles and local priorities.

Ensure ICE metrics and dashboards (e.g.

ICE Content & Campaign Performance Dashboard, basic ICE KPIs) are integrated into local performance conversations, while ownership of commercial decisions remains with TAs

Coordinate the schedule and agendas for ICE workshops

Monitor ICE adoption and process adherence across brands and TAs, identify gaps or issues, collaborate with EE Capability building for planning/executing necessary upskilling & refreshes, and propose concrete improvement actions.

Plan, orchestrate and document handshakes between TAs, Production Hub, CLS (Commercial & Launch Strategy), Customer Excellence and DAP (Data, Analytics & Platforms) for content creation, localization, tagging and activation, aligned with the Content & Campaign Operations Process Model (CCOPM) where applicable