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AbbVie Associate Director, Customer Experience - Specialty & Central Nervous System (CNS) in Madison, New Jersey

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 www.abbvie.com . Follow @abbvie on Twitter (https://twitter.com/abbvie) , Facebook (https://www.facebook.com/AbbVieGlobal) , Instagram (https://www.instagram.com/abbvie/?hl=en) , YouTube (https://www.youtube.com/user/AbbVie) and LinkedIn (https://www.linkedin.com/company/abbvie) .

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:

  1. 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

  2. Leverage AbbVie’s existing HCP digital/omnichannel ecosystem, tools, and capabilities where relevant to support assigned brand’s business and customer objectives

  3. 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

  4. Collaborate effectively with various cross-functional teams to develop and maintain holistic end-to-end brand HCP experience designs

Key Responsibilities Include:

  1. 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

  2. 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

  3. Provide digital/omnichannel expertise and recommendations as part of brand strategy and tactical planning process

  4. Lead cross-functional team to design and implement ideal commercial customer experience aligned to HCP segments, journey phases and strategic messaging strategy

  5. 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

  6. 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

  7. Guide creative agencies to ensure the development of relevant, 1:1 creative and messaging utilizing digital/omnichannel expertise and best practices

  8. Provide execution and response channel/tactic expertise across all channels (e.g., Veeva CRM, CRM/email, web, mobile apps, social, etc.)

  9. Understand and execute data requirements, capture, and privacy/opt management across touchpoints

  10. 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.

  11. Leverage AbbVie’s existing HCP digital/omnichannel ecosystem, tools, and capabilities where relevant to support assigned brand’s business and customer objectives

  12. Expert on all AbbVie digital/omnichannel marketing solutions whether developed in-house or in partnership with external partners/vendors

  13. Serve as assigned brands’ subject matter expert on Abbvie’s current and future digital / omnichannel capabilities (tools, platforms, solutions, best practices)

  14. Champion why and how brands should leverage existing and future CX capabilities (platforms, channels, tools and solutions); customize approach and troubleshoot roadblocks as needed

  15. 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

  16. 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

  17. Proactively stay abreast of digital/omnichannel trends & developments within the outside the industry

  18. Lead brands on business case development, pilot, and scaleup of new digital / omnichannel capabilities

  19. Identify creative and compliant solutions to facilitate forward motion of new solutions and initiatives

  20. Share new solutions and approaches across CX for cross-brand pollination

  21. 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

  22. Collaborate effectively with various cross-functional teams to develop and maintain holistic end-to-end brand HCP experience designs

  23. 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

Job Level Code

IC

Equal Employment Opportunity

At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.

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