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Senior Manager, Customer Campaign Journey Designer
4 months ago
Company Description
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 atwww.abbvie.com. Follow @abbvie onTwitter,Facebook,Instagram,YouTubeandLinkedIn.
Job DescriptionThe Senior Manager, Customer Campaign Journey Designer is a member of the Digital Transformation team, responsible for supporting both international brand teams and affiliate brand teams in the creation of customer journey designs. The position will work closely with cross-functional teams to help integrate data science capabilities, customer profiles, personalization, and measurement across online and offline channels to design customer journeys. The Sr. Manager will partner with members of our BTS organization to support the evolution of marketing automation technologies and the customer data platform to deliver the processes, tools and operating model that enables us to deliver and optimize campaign journeys for our customers.
Omni-channel customer journey design
- Translates international brand team omnichannel campaign objectives into tactical customer journeys and supports the building of customer journeys at international brand and affiliate levels.
- Drive customer data profiling and orchestration strategy across multiple brand and field team channels, to enable personalization and right time/ channel/ message.
- Analyze the impact and performance of specific customer journeys to enable ongoing optimization.
- Maintain the existing library of international brand customer journeys, and update the library based on new insight from ongoing journey analysis.
- Partner with team members across BTS, marketing, MABI and data science to brainstorm, define and implement forward thinking, advanced customer experience flows.
Solution Development and Delivery
- Partner with brand team members on customer journey design, based on an understanding of the available marketing technology capabilities and desired business outcomes.
- Design, develop, test, deploy and analyze internationally scalable customer journeys, with personalization and dynamic content elements across face-to-face and digital channels.
- Understand data requirements and collaborate with BTS and data science to ensure data is fed correctly into customer orchestration systems.
Customer Orchestration Capability Development
- Partner with International and affiliate team members across commercial, medical, operations and technology to help implement modern marketing technology architecture and roadmap including the Customer Data Platform, Marketing Automation, Customer Orchestration and Decisioning engines.
- Support strategy, implementation and affiliate adoption of marketing technology platforms driving customer orchestration.
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- Marketing automation, journey orchestration and decisioning platform.
- Identity management, consent, and preference management solution.
- International customer data platform including integration of new data sources and usage in operational, reporting, and analytical use cases.
- BS in marketing, social sciences, digital marketing technology, or digital media.
- Combined Marketing/Tech savvy background in omnichannel marketing with demonstrable experience with multiple components of the marketing technology stack including personalization, segmentation, campaign orchestration.
- 5+ years of experience working in the build and delivery of data-driven marketing campaignsacross multiple channels.
- 3+ years hands-on experience with Enterprise Marketing technologies such as Audience Management (Adobe Audience Manager), Campaign Management (Salesforce Marketing Cloud), Decision Management (Pega Systems), Customer Data Platforms (Redpoint, Adobe Experience Platform, Salesforce C360), and Content/Testing/Optimization platforms (AEM, Adobe Target).
- Understanding of customer profile segmentation and experience in 360-degree view of customers in CDP for further analytical processing, decision making and activation of the data.
- Experience in managing project teams and working across organizational boundaries to deliver positive results.
- Experience in working with data science teams in refining and optimizing data science and machine learning models and algorithms, specifically with models common to marketing solutions and customer data.
- Experience in working with data governance, data quality, and data security teams and specifically and privacy and security officers in moving data pipelines into production with appropriate data quality, governance and security standards and certification.
- Experience working in international environments and with non-US markets preferred.
- Demonstrated proficiency in managing complex technology and operations projects; can effectively define/ scope projects and propose a structured and practical approach to solving complex problems.
- Strong communication and influencing skills with the ability to clearly communicate technical information to a non-technical audience.
- Experience in a Pharmaceutical, Life Science or Medical Device environment is preferred but not required.
Additional Information
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state orlocal law:
The compensation range described below is the range of possible base pay compensation that the Companybelieves ingood faith it will pay for this role at the timeof this posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographic location, andwemay ultimatelypay more or less than the posted range. This range may be modified in thefuture.
We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligibleemployees.
This job is eligible to participate in our short-term incentiveprograms.
This job is eligible to participate in our long-term incentiveprograms
Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.The amount and availability of any bonus,commission, incentive, benefits, or any other form ofcompensation and benefitsthat are allocable to a particular employee remains in the Company's sole andabsolutediscretion unless and until paid andmay be modified at the Companys sole and absolute discretion, consistent withapplicable law.
AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVies policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because 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, status as a protected veteran, or any other legally protected group status.
