Area Customer Excellence Director, Intercontinental

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 at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

AbbVie’s 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 people’s lives across several key therapeutic areas: Immunology, Oncology, Neuroscience, Eye Care, Virology, Women’s health, and Gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube, and LinkedIn.

Purpose

The Area Customer Excellence Director, Intercontinental is a key member of the Intercontinental Area Team, reporting directly to the Vice-President for Commercial for Intercontinental.

This role will be responsible for bringing Customer Excellence (CEx) transformation to successful implementation in collaboration with BTS, Global CEX team, and other cross-functional teams across Intercontinental. The role will lead the annual plan requirements for the brands in collaboration with Intercon Commercial Directors in full alignment with the Intercon commercial priorities. The Area Customer Excellence Director identifies affiliates needs and challenges, while working with global CEx to ensure the adequate prioritization of solutions for Intercontinental affiliates. Additionally, the Area Customer Excellence Director is responsible for leading key strategic area initiatives in alignment with Intercontinental senior leadership and defined priorities.

This role has the responsibility of leading and guiding the Area CEX team, 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 area CEx teams to identify and architype affiliates categorizing in what is “full or light” for CEX capabilities.
• 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.
• Ensure CEx transformation prioritized and focused on the key capabilities and affiliates.
• Ensuring the capabilities are implemented in key affiliates to support organizational business goals.

Measure

• Measure implementation timeliness
• Measure impact and success of the CEx capabilities
• Track and report on transformation progress to leaders in the country, Area and global on monthly basis

Qualifications

• Bachelor's degree required; MBA highly preferred.
• 5 Years of relevant experience with proven track record of success in senior sales/marketing, customer excellence and/or project management roles
• International / Multicultural experience preferred. Previous experience with LATAM markets highly desired.
• Ability to navigate a matrix environment and to be able to influence without authority.
• Communicate and influence with impact: Strong executive presence. Effective communicator.
• Enterprise-wide mindset: strong cultural astuteness. Able to build a strong network across functions and geographies.
• Able to build Intercon organization, motive and inspire cross functional team by demonstrating model behavior through the AbbVie ways of working.
• Agent of change and advocate of innovation
• Learning Agility. Curiosity to grow and develop. Open to Feedback and Coaching.
• English language proficiency is required. Spanish/Portuguese highly desired

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. ​
• This job is eligible to participate in our long-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. 

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