Customer Excellence Manager

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.

Purpose

Describe the primary goals, objectives or functions or outputs of this position.

Guides, monitors, and develops strategies aimed to improve business and planning processes across all brands and departments to add continuous improvement value placing the patient at the center of any efforts and operating within AbbVie business code of conduct, policies and all applicable laws and regulations.

Responsibilities

List up to 10 main responsibilities for the job. Include information about the accountability and scope.

• Develop and integrate strategies across Commercial Operations to review/improve business and strategic planning processes in order to improve general business performance.
• Lead key cross functional projects and liaise cross-functionally in order to identify opportunities and projects that deliver increased efficiency, product sales, productivity and/or value to customers.
• Assess performance against business KPIs, drive effective sales incentive models, train sales force and other appropriate in-field/office based roles on concepts, processes, methodology, and benefits of state of the art and innovative systems (i.e. SFE, CRM, No Limits, etc.) to continuously improve performance.
• Drive primary/secondary market research efforts in order to support Commercial Operations teams to achieve higher marketing and sales impact.
• Review and critically evaluate Brand Planning process in order to improve business impact of brand strategy and tactics; plan and coordinate timelines/date commitments for LRP, NNLRP, S&OP, etc.
• Develop, lead and coach direct reports (if applicable)
• May, as member of the Affiliate Management Team in SBU/MBU affiliates (if applicable), role model AbbVie WWW behavior.
• Lead Future Fit implementation in order to achieve excellence.

Qualifications

List required and preferred qualifications (up to 10). Include education, skills and experience.

• Bachelor’s degree or equivalent
• Relevant experience with proven track record of success in senior sales, customer and/or business excellence/SFE and project management roles
• Ability to clearly communicate strategy into implementation tactics
• Ability to analyze data to leverage market insight from internal and external sources into powerful insights.
• Proven track record of successful leadership, management and coaching of teams and individuals, and in having developed talent and performance managed low performers.
• Solid knowledge of the broader healthcare environment and knowledge of commercial aspects.
• Solid knowledge on finance principles, CRM, and Sales Force Excellence tools and systems.
• English language proficiency verbally and in writing (for all non-English speaking countries)
• Preferred:
  • Experience in ETMS tools.
  • Proven track record of having achieved extraordinary business results and of having successfully managed significant change.

Key Stakeholders 

External: Various agenciestraining providers, all stakeholders as defined in the NNLRP at the affiliate level.
Internal: Commercial Operations Directors, Affiliate Management Team, Area Commercial Director, Area team in general

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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