Associate Director, HCP CRM Operations & Strategy

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.

The Associate Director, HCP CRM Operations & Strategy is part of the Digital Lab and will be responsible for playing an integral part of the HCP Channel CRM team leading Enterprise Operations – leading and evolving the enterprise platforms used by the HCP marketing teams.

This role will provide leadership and support for HCP marketing initiatives leading:

• Digital CRM channel subject matter expertise and best in class operations
• Managing current state marketing maturity across the US commercial organization and leading acceleration of adoption of digital capabilities
• Evolving the HCP CRM platforms with new capability rollout, establishing ways of working, best practices, foundational set up, operating models and use cases
• Delivering consistent enterprise usable standard ways of working, including engagement planning frameworks and tools for use by the planning team

This role will also be accountable for bringing expertise and leadership support to advance the Digital Transformation key priorities. Specifically, developing and maintaining brand use cases, ensuring adherence of customer privacy and compliance practices, identifying future forward state needs for marketing initiatives.

Key Responsibilities Include

• Identify, prioritize, and orchestrate strategic CRM/Digital emerging capabilities that fulfill a customer experience need for AbbVie brands.
• Capture learnings and best practices for Brands to utilize when considering pilots or roll-outs of new initiatives (e.g. create go-to-market “Playbooks”) and socialize these learnings across franchise teams.
• Troubleshoot roadblocks and identify creative and compliant solutions to facilitate forward motion of new initiatives.
• Partner closely with Medical/Regulatory/Legal/Privacy partners to educate, lead and help AbbVie anticipate and balance organizational needs with pilots. Present capabilities and garner buy-in/feedback from senior leadership across various stakeholder functional areas.
• Understand long-term integration implications and potential to scale as pilots impact existing business systems across Marketing. (e.g. Adobe, Digital Asset Management, Data, Reporting, Marketo, Veeva, etc.)
• Work with cross-functional teams to help drive the integration of key initiatives and identify new best practices to help AbbVie gain competitive advantage in the marketplace. Collaborate to develop feasibility and pilot approach for new CRM/Digital approaches.
• Provide input on the marketing technology roadmap and future best practices for the annual brand planning & strategy process.
• Identify funding needs required and communicate through brand planning and capital planning process.  

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. Excel, Visio, MS Project, PowerPoint

Key AbbVie Leadership Competencies

• Positive “all for one” approach to team deliverables and priorities.
• Builds strong relationships 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 open to suggestions.
• Embraces the ideas of others, nurtures innovation and manages innovation to reality.

• Bachelor’s degree in Business or Marketing with seven to ten (7-10) years of CRM/Digital experience, including Operations and process development.
• MBA or equivalent education and/or experience in Marketing, Business, or related field
• Prior people management preferred
• Presence and energy; the ability to provoke and inspire a cross-functional team in the development of creative ideas and familiarity with agile working environments
• Proven track record of ability to influence and communicate clearly to stakeholders across all levels and various functions within an organization
• Passion for bringing ideas to life through data-driven communication plan approaches with a demonstrated self-starter with an entrepreneurial mindset
• Experience in identifying the business need for and developing a launch plan for new capabilities within an organization.
• Strong track record of success in managing multiple, complex project needs and collaborating across internal & external stakeholders
• Extensive project management skills and strong follow-through demonstrated across the project lifecycle.
• Demonstrated experience with start-to-finish planning/executing multi-channel digital marketing/CRM programs, including: websites, email, emerging media tactics, mobile (apps/sites/media/SMS), SEO/SEM, social media/social listening.
• Must have experience with Digital 1:1/CRM vehicles (email, addressable media, dynamic web), data capture techniques, application of legal/privacy terms & conditions. 
• Expert in using descriptive and predictive analytics for personalized 1:1 marketing optimization across the customer lifecycle
• Strong experience with enterprise CRM/Database/ESP platforms in an operational/executional capacity.
• Strong familiarity with multichannel/digital marketing tools and vendors. Prefer experience with Veeva/Veeva Suggestions/Marketo
• Experience in pharmaceuticals or another highly-regulated industry preferred, but may not be required for a candidate with an exceptional track record of success in planning & implementing multichannel programs that can apply to AbbVie

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. 

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