Omnichannel Strategy Manager

6 days ago

Mettawa Illinois, United States AbbVie Full time

Job Summary:

The Digital Experience Leader, US Specialty, is responsible for playing a key role on the cross-functional support team for the US Specialty Therapeutic Business Unit at AbbVie.

This role partners with select US Specialty brand teams to lead in the orchestration and alignment of omnichannel touchpoints across the customer journey.

Bring Digital / CRM / omnichannel subject matter expertise to strategic brand plans and have responsibility for ensuring the customer experience is optimized for key stakeholders:

  • Consumers/Patients
  • Health Care Professionals (HCPs)

Key Responsibilities:

Lead omnichannel and customer experience design and CRM/Digital expertise integrated with the Brand team.

Drive design and implementation of ideal connected customer experiences for consumers and HCPs aligned to brand journey phases, customer insights, and strategic messaging strategy with a cross-functional team that delivers measurable business impact (Omnichannel Blueprints).

Orchestrate and program manage the overall engagement of the various Digital Lab operation teams executing toward the Omnichannel Blueprint.

Key Performance Indicators:

  • Develop and implement omnichannel strategies that drive business growth and customer satisfaction
  • Collaborate with Brand teams to recommend and build feasible campaign and program test & learn plans to inform optimization recommendations
  • Provide CRM/Digital execution and response channel/tactic expertise across all channels (e.g., Email, Web, Mobile Apps, etc.)
  • Guide creative agencies to ensure the development of relevant, 1:1 creative and messaging, aligned with CRM/Digital marketing best practices
  • Understand and execute data capture and data privacy (opt management) consistently across all channels
  • Develop detailed digital campaign business requirements for patient support services and CRM lead generation, acquisition, and retention

Requirements:

The ideal candidate will have:

  • Proven experience in Digital Experience and CRM/Digital marketing
  • Strong understanding of omnichannel strategies and customer journey mapping
  • Excellent communication and collaboration skills
  • Ability to work in a fast-paced environment and prioritize multiple tasks

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