Associate Director, Customer Experience

**Associate Director, Customer Experience - CNS**

CAROUSEL_PARAGRAPH

* Madison, United States of America

* Marketing

* 2201305

Abbvie ** Share Job**

** Job Description**

**About AbbVie**

AbbVies 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 peoples lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, womens health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at . Follow @abbvie on , , , and .

The Associate Director, Customer Experience Consumer Planning is part of the US CA&O Customer Experience team and will be responsible for Consumer Customer Experience (CX) Marketing efforts involving:

* Envisioning, planning & executing multi-channel marketing programs to meet assigned brands short & longer-term objectives, in collaboration with brand teams;

* Leading at least 1 major enterprise-wide multi-channel capability area; and

* Providing leadership support on other key projects as needed to achieve broader department and/or AbbVie goals

This role will also be accountable for bringing expertise and leadership support to advance the Digital Transformation key priorities. Specifically, developing and maintaining brand experience designs, ensuring adherence of customer privacy and compliance practices, drafting of marketing campaign business rules and requirements, as well as identifying and partnering with Analytics teams to develop and utilize sound measurement/reporting constructs for all programs. The CX Associate Director will ensure that all Digital/CRM activities align and integrate well with the existing Digital/CRM multi-channel ecosystem.

Areas of Responsibilities

* Be an in-house expert on Consumer multi-channel solutions:

+ Expert on all AbbVie multi-channel marketing solutions (e.g., digital/non-digital, consumer) whether developed in-house or by external partners/vendors

+ Lead discovery & vetting of new multi-channel marketing vendors or solutions that could fit future AbbVie brand needs

* Envision, prioritize, and implement multi-channel solutions that deliver measurable short & longer-term business impact to assigned brands/franchises

+ Develop customized strategies for how to achieve brands short- & longer-term objectives using CX principles and solutions

+ Adeptly & independently triage the level of execution support for assigned brands CX initiatives, to maximize business impact

+ Proactively develop robust measurement plans, and recommend optimizations

+ Be a key advisor to & advocate for franchise team leads on CX

+ Able to repeat pattern of success for CX across assigned brands over time

* Independently lead at least 1 major enterprise-wide multi-channel capability area to optimize business impact across AbbVie

+ Proactively stay abreast of trends & developments related to channel or solution

+ Maintain a playbook with best practices, learnings, and common frameworks and approaches that can be utilized across AbbVie brands

+ Lead training, development of cross-brand approaches, or issue resolution as needed, on behalf of the rest of the CX and Marketing

+ Envision, prioritize, and implement changes/enhancements, to optimize CX solutions impact across the AbbVie business over time

* Lead other CX key projects as needed to achieve broader department and/or AbbVie goals

* Lead pathfinding brands on proof of concepts/pilots for emerging digital capabilities.

* Provide brand team support to manage the development and completion of execution plans (timelines) from start to finish for CRM/Digital programs (ie. Social, email, website touchpoints).

* Collaborate effectively in a matrixed environment with Brand Marketing, Creative/CRM/Digital agencies, Media, Market Research, Analytics, Business Technology Solutions (BTS), Sales Operations, and Medical/Regulatory/Legal integrated business partners.

* Maintain a deep understanding of Brand customer insights, journey and segmentation strategies - and apply them to CRM/Digital campaigns and programs.

* Lead cross-functional team (Brand/CX/MABI/Agency) to design and implement ideal customer experience aligned to journey phases and strategic messaging strategy.

* Provide input and inspiration through active participation in the annual brand strategy and tactical planning process.

* Partner closely with Medical/Regulatory/Legal/Privacy partners to educate, lead and help AbbVie anticipate and balance organizational needs with pilots. Present capabilities and garner buy-in/feedback from senior leadership across various stakeholder functional areas.

* Troubleshoot roadblocks and identify creative and compliant solutions to facilitate forward motion of new initiatives.

* Provide CRM/Digital execution and response channel/tactic expertise across all channels (e.g. Email, Web, Mobile Apps, Social)

* Develop detailed digital campaign business requirements for patient support services and CRM lead generation, acquisition and retention. (e.g. CRM database management)

* Collaborate with Brand team 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

* Guide creative agencies to ensure the development of relevant, 1:1 creative and messaging, including CRM/Digital marketing best practices.

* Understand and execute data capture and data privacy (opt management) consistently across all channels.

* Identify new or unique Brand CRM/Digital data requirements needed for program.

**Qualifications**

* Ability to work and lead independently initiatives without day to day supervision

* Able to prioritize & gracefully manage competing priorities to ensure deadlines are met.

* Collaborative nature and ability to influence and guide cross-functional stakeholders.

* Exceptional functional knowledge and expertise on digital marketing platforms.

+ e.g. CRM, email marketing best practices, marketing cloud technology

* Acumen for how digital agencies operate: scope of work process/mgmt., 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.

* 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 indicated.

* 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:

* Bachelors degree in Business or Marketing with seven to ten plus (7-10+) years of CRM/Digital experience.

* MBA or equivalent education and/or experience in Marketing, Business, or related field

* Demonstrated experience with start-to-finish planning/executing multi-channel digital marketing/CRM programs, including: websites, email, emerging media tactics, mobile (apps/sites/media/SMS), SEO/SEM, social media/social listening.

* Strong familiarity with multichannel/digital marketing tools and vendors

* Strong track record of success in managing multiple, complex project needs and collaborating across internal & external stakeholders

* Demonstrated self-starter with an entrepreneurial mindset

* Persuasive verbal and written communication skills

* Must have thorough understanding of measuring im