Customer Experience Manager

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

Important to be different, to think and act differently, in order to support and accelerate our objective to become a Pioneering company. With a strategic approach, able to develop a true innovative and transformational spirit and ensure Future Fit, innovation and multichannel projects are delivered to quality, time and cost standards.

Requirements for better business decision-making through a knowledge sharing between Brand teams, ensuring best practices and excellence. Generate more value-adding actions to increase our competitive advantage.

• Creating value-adding digital ecosystems and responsible for implementation of Brand Excellence, IFT Excellence and Launch Excellence processes in the affiliate.
• Drive digital transformation through analytics, reporting and strategic initiatives within the affiliate. CRM management & SFE KPIs monthly calculation.
• Cross-functional integration of customer digital strategy, including the development and pull-through of insight-driven digital/omnichannel plans to ensure the right customer message at the right time via the right channel.
• Ability to create strategies to increase customer base through content improvement, personalized interaction and digital traffic metrics.
• Develop actionable insights from data by working cross-functionally with inhouse digital tools, market research, media planning and purchasing, analytics, customer experience and IT to identify, optimize and execute on growth opportunities.
• Coordinate the work of multiple agencies, external vendors, and internal departments, including Business Intelligence, Market Research and BTS.
• Work hand in hand with priority Brand Teams, to create comprehensive Multichannel experiences for stakeholders.
• Identify opportunities for reuse of global content in local affiliate to optimize budget and spending.
• Create/maintain platforms to foster innovative ideas and best practice sharing.
• Challenge the business to constantly bring in fresh stimulus and ideas and ways of working from internal colleagues, external industry and non-industry sources.
• Ensure that IFT projects are highly effective and in line with brand planning.
• Coordinate the launch process in new product/indication launches both with the area and within the affiliate.
• Play a full and integrated role in the strategic and tactical planning process within the brand team with the focus on the measurable outcomes of those projects.

• Business acumen and knowledge of pharma industry, market data management and digital.
• Additional Business/Leadership qualifications and training would be an advantage.
• Project Management.
• Good understanding of the organizational processes and procedures.
• Change Management.
• Organizing and facilitating brainstorming workshops to bring new ideas to fruition.
• Knowledge of CRM, SFE tools and systems, CLM represents an advantage.
• Experience of influencing and change management, both with and without.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

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