Customer Excellence Director, Country Execution, LATAM

Found in: Resume Library US A2 - 1 week ago


Mettawa Illinois, United States AbbVie Full time
Job Description

The Area Customer Excellence Director, Intercontinental is a key member of the Intercontinental Area Team, reporting to the Head of Customer Excellence for Intercon.

This role will be responsible for bringing Customer Excellence transformation to successful implementation in collaboration with BTS, Global CEX team, and other cross-functional teams within the assigned region (LATAM). The role will lead the annual plan requirements for the brands in collaboration with intercon commercial CDs in full alignment with the intercon commercial priorities. The role will also identify affiliates needs and challenges and being active in the mobilization of resources and support for timely implementation of Integrated Brand Management and IFT Excellence and other CEx capabilities for the brand launches, as well as shaping a strategic and consistent way of measuring launch success.

This role has the responsibility of leading and guiding the Affiliate CEX team, within the assigned Region (LATAM), while being the voice of intercon in the Global CEX team for shaping the capabilities needs according to the FutureFit 2.0 plan.

Key Responsibilities:

Planning

Guide the affiliate CEx teams to identify and architype affiliates categorizing in what is “full or light” for CEX capabilities.

Ensure diagnosis of Affiliate IFT fundamentals is completed as per IFT framework.

Ensure no creation or duplicates of tools or initiatives in affiliates outside the annual Global plan. Any good innovation to be elevated up for decision.

Ensuring a successful co-creation process between global -Areas and Affiliates.

Implementation

Coordinate and support the affiliate CEX leads to implement aligned CEX tools and capabilities.  

Ensure annual plan is implemented timely by mobilizing the required resources including the action plan after the IFT fundamentals deep dive.

Ensure CEx transformation prioritized and focused on the 5 capabilities and affiliates.

Ensuring the capabilities are implemented in key affiliates to support brand playbook implementation.

Lead Strategic Area commercial projects (ie. STEM).

Measure

Measure implementation timeliness.

Measure impact and success of the CEx capabilities.

Design and Lead performance dashboard implementation for the different TA Commercial teams.

Track the progress of IFT fundamentals KPIs.

Track and report on transformation progress to leaders in the country, Area and global on monthly basis.


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