About AbbVie
AbbVie's mission is to discover and deliver innovative medicines 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, eye care, virology, women's health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at . on Twitter , Facebook , Instagram , YouTube and LinkedIn .
Associate Director, Customer Experience
Primary Location
Madison, NJ
Description - External
The Associate Director, Customer Experience (CX) - US Specialty and CNS HCP plays an integral role on the extended cross-functional support team supporting US Specialty and CNS. As a member of the Commercial Analytics & Operation (CA&O) organization, the US CX Associate Director, Specialty & CNS HCP will:
- Serve as the primary brand business partner in the development and pull-through of differentiated and insight-driven digital/omnichannel plans to ensure the right HCPs receive the right messages and/or services, via the right channel, at the right moments
- Leverage AbbVie's existing HCP digital/omnichannel ecosystem, tools, and capabilities where relevant to support assigned brand's business and customer objectives
- Drive AbbVie's continued HCP Digital Transformation by providing expertise and leading the development and execution of new brand-relevant capabilities, with an eye towards potential cross-brand applications and best practices
- Collaborate effectively with various cross-functional teams to develop and maintain holistic end-to-end brand HCP experience designs
Key Responsibilities Include:
- Lead cross-functional integrated brand team in the development and pull-through of differentiated and insight-driven digital/omnichannel plans to ensure the right HCPs receive the right messages and/or services, via the right channel, at the right moments
- Develop customized digital/omnichannel experience strategies to support brands in achieving short- & longer-term objectives leveraging existing AbbVie and 3rd party partner's capabilities and solutions
- Provide digital/omnichannel expertise and recommendations as part of brand strategy and tactical planning process
- Lead cross-functional team to design and implement ideal commercial customer experience aligned to HCP segments, journey phases and strategic messaging strategy
- Lead brand team in development and execution of holistic HCP digital / omnichannel programs for in-field teams, complemented by HCP non-field / Non-Personal Promotions (NPP) as relevant for assigned brands
- Maintain a deep understanding of brand customer insights, journey, segmentation strategies, and digital/omnichannel metrics, to create connected and relevant programs and drive enhancements over time
- Guide creative agencies to ensure the development of relevant, 1:1 creative and messaging utilizing digital/omnichannel expertise and best practices
- Provide execution and response channel/tactic expertise across all channels (e.g., Veeva CRM, CRM/email, web, mobile apps, social, etc.)
- Understand and execute data requirements, capture, and privacy/opt management across touchpoints
- Collaborate with Brand team and Analytics teams to recommend and build feasible campaign and program test & learn plans to inform optimization recommendations; develop and manage tactic test plans/QC before, during and after campaign launch.
- Leverage AbbVie's existing HCP digital/omnichannel ecosystem, tools, and capabilities where relevant to support assigned brand's business and customer objectives
- Expert on all AbbVie digital/omnichannel marketing solutions whether developed in-house or in partnership with external partners/vendors
- Serve as assigned brands' subject matter expert on Abbvie's current and future digital / omnichannel capabilities (tools, platforms, solutions, best practices)
- Champion why and how brands should leverage existing and future CX capabilities (platforms, channels, tools and solutions); customize approach and troubleshoot roadblocks as needed
- Collaborate with the broader CX team and relevant cross-functional partners on digital/omnichannel upskilling to assigned brands, through onboarding, training, playbooks, and best practice sharing
- Drive AbbVie's continued HCP Digital Transformation by providing expertise and leading the development and execution of new brand-relevant capabilities, with an eye towards potential cross-brand applications and best practices
- Proactively stay abreast of digital/omnichannel trends & developments within the outside the industry
- Lead brands on business case development, pilot, and scaleup of new digital / omnichannel capabilities
- Identify creative and compliant solutions to facilitate forward motion of new solutions and initiatives
- Share new solutions and approaches across CX for cross-brand pollination
- Proactively collaborate with CX Enterprise Operations team and cross-functional stakeholders (e.g., Regulatory/Medical/Legal/Compliance, Procurement, Business Technology Solutions) to identify and develop new capabilities for broader enterprise-wide use beyond assigned brands
- Collaborate effectively with various cross-functional teams to develop and maintain holistic end-to-end brand HCP experience designs
- Collaborate effectively in a matrixed environment including Brand Marketing, Creative / CRM / Digital agencies, Media, Market Research, Analytics, Business Technology Solutions (BTS), Sales Operations, and Medical/Regulatory/Legal/Compliance/Privacy
Competencies:
-
- Ability to work and lead initiatives independently without day to day supervision
- Able to prioritize & gracefully manage competing priorities to maximize business impact
- Collaborative nature and ability to influence and guide cross-functional stakeholders without
- Exceptional functional knowledge and expertise on digital / omnichannel marketing platforms (e.g. Veeva CRM, email/CRM marketing best practices, non-personal promotions), preferably with a focus on HCP audience
- Acumen for how digital agencies operate: scope of work process/management, timelines
- Inquisitive, strong analytical skills, including the ability to infer and apply learnings
- Excellent verbal and written communication skills
- Attention to detail and follow-through on execution
- Able to repeat pattern of success across assigned brands and stakeholders over time
- Strong project management abilities and critical work tool experience (e.g. Excel, Visio, MS Project, PowerPoint)
Key AbbVie Leadership Competencies:
-
- Positive "all for one" approach to team deliverables and priorities
- Builds strong relationships to enable higher performance
- Learns fast, grasps the "essence" and can change course quickly where needed
- Raises the bar and is never satisfied with the status quo
- Creates a learning environment and open to suggestions
- Embraces the ideas of others, nurtures innovation and manages innovation to reality
- Demonstrate a "servant-leader" approach while bringing deep subject matter expertise
Qualifications
Qualifications:
-
- Bachelor's degree in Business or Marketing, MBA or equivalent background in Advanced Digital/Omnichannel Management preferred (e.g., data-driven marketing, digital marketing)
- 7-10+ years of CRM/Digital/Omnichannel background and experience
- Strong (5+ years) track record of successful collaboration and business partnership with internal/external clients (brands, franchises, or businesses), with measurable success in end-to-end strategy development, planning, and execution of digital/omnichannel programs to drive brand's business objectives
- Strong familiarity with digital/omnichannel marketing channels, tools, and vendors; HCP orientation preferred (e.g., HCP/customer engagement planning tools, Veeva CRM, advanced web, email/CRM, targeted & addressable media, mobile, SEO/SEM, social media, data-driven planning & optimization)
- Must have experience with personalization, 1:1 approach, data capture techniques across channels and touchpoints (e.g., email, addressable media, dynamic web)
- Strong experience with leveraging enterprise platforms to fit business/brand specific needs
- Strong understanding and adherence to customer legal/privacy terms & conditions
- Must have experience identifying key campaign metrics (KPIs) and utilizing said metrics for continuous enhancements and future design / innovation
- Strong track record of success in managing multiple, complex project needs and/or driving new digita/omnichannel innovation
- Experience in pharmaceuticals or another highly-regulated industry preferred, but may not be required for a candidate with an exceptional track record of success in planning & implementing digital/omnichannel programs that can apply to AbbVie's US Specialty and CNS Franchises.
Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Travel
Yes, 15 % of the Time
Job Type
Experienced
Schedule
Full-time..... click apply for full job details