About AbbVie

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 including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

The AbbVie Digital Lab Director of Consumer CRM will lead the vision, strategy, and roadmap for the advancement of our prospect & patient Customer Relationship Management (CRM) capability for US Commercial and accelerate our 1:1 marketing capability. This person will be a key business partner to senior leaders across the US Commercial Organization.

The Director will lead a team of Associate Directors responsible for advancing our Consumer CRM capability to ensure the flawless orchestration the 1:1 experiences across touchpoints and channels throughout the customer journey.  Enabling and delivering personalized customer experiences through a data-driven, test and learn approach to ensure we’re delivering the right message, to the right person, at the right time, through the right channel.  The team will be responsible for defining and implementing enterprise journeys, managing the CRM programs from start to finish, and then coding, configuring, and deploying the campaigns in our marketing automation platform and continuously measuring and optimizing the experience for our US commercial brands. 

Responsibilities:

• Lead the vision, strategy, and roadmap for advancement of the Consumer CRM Digital Transformation 1:1 Omnichannel CRM capabilities for US Commercial
• Responsible for leading, coaching and developing a high-performing team of people leaders responsible for CRM Campaign Operations, Marketing Automation, and Operations.
• Identify, define, and implement enterprise approaches to advance our Consumer CRM Omnichannel capabilities, build business case, gain buy-in, support and funding from Senior Leadership Team (SLT). Examples include enterprise omnichannel planning approach, implementing new enterprise platforms, processes, and tools to improve customer experience, data capture, orchestration across channels, measurement, and optimization.
• Drive Consumer CRM innovation by understanding and identifying emerging 1:1 marketing opportunities and envision how can be applied to help AbbVie reach and engage with our customers in our connected consumer ecosystem.
• Collaborate effectively and drive alignment in a highly matrixed organization with leadership across Creative/Digital agencies, Brand teams, Media, Market Research, Analytics, Business Technology Solutions (BTS), Field Operations, Medical, Regulatory, and Legal.
• Ensure Consumer CRM cross-functional team focuses on key priorities from US Commercial Senior Leadership teams. Manage team capacity and prioritize the most impactful projects for AbbVie with US Commercial leadership.
• Schedule and conduct quarterly business reviews with executive leaders within US Commercial (Marketing & Digital Lab leadership)
• Partner with the Consumer and Patient Services CRM Organization to document, share and socialize best practices across AbbVie related to CRM. Understand, document, and socialize the differences between approaches for Consumer, Patient, and HCP
• Oversee strategic vendor selection and continue to drive high value, cost effective solutions for our US Commercial internal customers.

Key AbbVie Leadership Competencies:

• Positive “all for one” approach to team deliverables and priorities.
• Builds strong relationships and teams 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 is 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.

 Competencies:

• Ability to work and lead independently initiatives without day-to-day supervision
• Strong presentation skills to present complex concepts to non-technical audiences
• 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. Smartshhet, Excel, Visio, MS Project, PowerPoint

• Bachelor’s degree required.  Advanced degree (MBA) preferred.
• 15+ years of CRM, 1:1 marketing experience.  
• 5+ years Pharmaceutical Industry experience preferred.
• Established track record of leading, coaching and developing high-performing teams that do start-to-finish planning and execution of omnichannel CRM programs that orchestrate the experience across channels such as websites, email, SMS, direct mail, social, media, sales, events, etc.
• Have strong executive level presence/effectiveness to collaborate successfully with executives.
• Strong client service, process, and analytical skills to manage client expectations.
• Excellent verbal and written communication skills.

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future. ​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to participate in our short-term incentive programs. ​

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. 

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html