Customer Excellence Director

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 Twitter, Facebook, Instagram, YouTube and LinkedIn. 

WHAT IS MOST IMPORTANT TO YOU IN YOUR WORK?
For us, the most important thing is always the human being. Patients whose quality of life and functional capacity are supported by our treatments. Healthcare professionals for whom we develop state-of-the-art medical solutions. Employees for whom we offer meaningful work.

AbbVie is a community of knowledgeable people. You bring your own valuable contribution to it and get the opportunity to learn from other top professionals. Our communal corporate culture accepts people as individuals and supports everyone's personal development.

Our success as a work community is evidenced by our ranking among the best year after year in the Great Place to Work survey.

As our colleague is moving into a new role inside AbbVie, we are excited to announce this great opportunity for a highly motivated individual to join AbbVie Finland as a

CUSTOMER EXCELLENCE DIRECTOR

As a member of our Affiliate Management Team, you are responsible for leading the local Customer Excellence team and driving our organization's future readiness through various initiatives to improve our business processes and ways of working across all brands and departments, placing patients at the center of any efforts. In your role, you are accountable for ensuring successful implementation of cross-functional initiatives based on identified opportunities to deliver increased efficiency, sales, productivity, and value to customers. In this role, you report directly to the General Manager of AbbVie Finland.

Your key responsibilities include:

• Leading and managing the Customer Excellence team, providing guidance, support, and mentorship to ensure the team's success in driving impactful and customer-centric initiatives. 
• Contributing to the development and execution of the affiliate-level strategic roadmap in close collaboration with the rest of the Affiliate Management Team and aligning Customer Excellence initiatives with the overall strategic direction of the organization, ensuring synergy and coherence across functions.
• Leading the key pillars of Customer Excellence to drive Advanced Customer Experience – In-Field Team Excellence, Brand Excellence, Digital Transformation and Winning with Data – and creating a long-term vision and annual plans for the Customer Excellence team with the goal to support the affiliate achieving business objectives in the short and long term.
• Improving the effectiveness of our Customer Engagement model through focused competency building, improving relevant processes, implementing new tools & solutions and creating effective sales incentive models to drive stronger performance against business KPIs.
• Developing insights for the Brand Teams and other key business stakeholders through performing market research and business analytics that answer key business questions and support data-driven decision making.
• Collaborating with the Area and International Customer Excellence teams to ensure strong understanding of global initiatives and clearly communicating the affiliate needs. 
• Building strong working relationships with cross-functional colleagues in the affiliate to identify opportunities and projects that deliver increased efficiency, sales, productivity and/or value to customers.
• Working closely with the Business Technology Solutions team to ensure that we have the right technologies that support our customer engagement and business objectives.

We are seeking a talented individual who is passionate about making possibilities real, who has strong interpersonal skills and an ability to translate vision into actionable plans. With your strategic and forward-looking mindset, you will play a pivotal role in shaping our business strategies and driving meaningful outcomes now and in the future. 

To succeed in this role, we expect you to have:

• Master’s degree or equivalent professional experience.
• Proven experience and track record of success in leading customer experience, business excellence, brand excellence, or related areas. 
• Solid knowledge of the broader healthcare environment and strong business acumen.
• Strong understanding of data-driven decision making and digital transformation strategies.
• Excellent project management skills, with a track record of successful project delivery.
• Exceptional leadership and team management abilities.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels of the organization.
• Strong analytical and problem-solving skills.
• Ability to thrive in a fast-paced, dynamic environment.
• English language proficiency verbally and in writing.

Interested? Join us at AbbVie Finland and be part of a team that is committed to excellence and making a remarkable impact on patients' lives. We offer a collaborative and supportive work environment, where your ideas are valued, and your professional growth is encouraged. 

Please fill in your application and CV into our recruiting system by 6th January 2025 at the latest.

AbbVie is one of the world's largest pharmaceutical companies that develops treatments for serious diseases, with a focus on immunological and neurological diseases, oncology and hematology, and eye diseases. Our aim is to improve the quality of life of people living with serious illnesses. For healthcare professionals, our goal is to offer best-in-class solutions or solutions that utilize new mechanisms of action. We want to be the best and most interesting workplace in the pharmaceutical industry. There are about 100 employees in Finland and our office is located in Pasila, Helsinki. Our patient-centered thinking is encapsulated in our motto 'Always human'.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion.  It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.

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

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