Specialist, Customer Excellence & Omni-Channel Marketing

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. 

To be a key enabler of driving high performance of brand teams to support the organizational growth. The role will specifically own, align and deliver on high performing brand teams’ capabilities and enable the strategic planning to be more customer centric, externally focused and innovative through Omnichannel marketing. The successful candidate will have an ability to thrive in an environment of rapid change and work effectively with cross-functional teams. He/she will make highly efficient, relevant, action oriented and innovative tailor-made recommendations to the leadership team and brand teams for continuously improving customers’ experience and AbbVie’s engagement.

Working closely with the brand team leaders and playing a true business partnering role to continuously improve the business and planning/execution processes through omnichannel approaches that aligned with global brand plan across all brands and functions to advance customer experience. Responsible for ensuring the effective delivery of the following:

Brand Management Excellence

• Develop, update, and deliver training of integrated brand plan & best practice and support in line with the business and compliance requirement.
• Facilitate the integrated brand plan and tactical plan review process and drive the quality improvement.
• Participate in brand team operation to identify business opportunities and facilitate their adoption on AbbVie competency model.
• Stay informed on the latest marketing innovations, particularly digital and omnichannel marketing approaches relevant to the pharma industry.
• Develop KPIs to measure the impact and ROI of marketing IFT related campaigns, including digital and traditional channels.
• Facilitate the TDQ (Team Diagnostic Questionnaire) process and implement CI&I (Customer Intimacy & Innovation) to supercharge our brand strategy.
• Responsible for onboarding new marketers on ways of working and marketing processes.
• Support brand team and In-Field team alignment and work closely in improving efficiency of brand team and IFT communication and execution.

Business Intelligence& External data management:

• Be the contact person with vendors who provide external data/ services and maintain yearly contract (e.g., amendment or renewal).
• Work with brand managers to create/update the defined markets and communicate with vendors for the changes.
• Create/Deliver monthly external data report and analysis to commercial team.
• Work closely with BTS to support daily, monthly and quarterly in-market sales report/ tailor-made report based on business priorities.
• As a champion of WWD (Wining With Data) to provide brand team valuable insights/ recommendations through external data and identify areas of opportunity and facilitate action planning.
• Consolidate marketing research data with regard to business needs if necessary.

Governance of the launch Excellence

• Support the creation and maintenance of governance frameworks to ensure effective execution of new product launch in different phases.
• Support product launch strategies with a focus on maximizing market share and therapeutic adoption.
• Omni-Channel Marketing
• Work closely with brand managers to facilitate cross-functional communication and coordination for digital initiatives.
• Apply fundamental omnichannel marketing concepts to support and optimize campaigns across different channels (e.g., VAE, CLM, LINE OA, Abbvie Pro, Meeting & Events).
• Understand the characteristics and best practices of various digital marketing channels, adapting strategies to maximize customer engagement.
• Assist in creating and managing digital content by leveraging CAT (Content Authoring Tool) and ensuring alignment with brand guidelines and customer needs.
• Collaborate with brand managers to enhance customer engagement and optimize their digital experience through tailored interactions (Customer Experience Flow).
• Support Brand managers by regularly updating and analyzing excel, Power Point and Power BI reports, offering insights to improve marketing strategies and performance.

EDUCATION EXPERIENCE/QUALIFICATION
•Bachelor’s degree required
•At least 3 years of solid experience in Customer Excellence (including brand marketing excellence, business intelligence, launch excellence) and/or Omnichannel marketing
•Pharma marketing experience (optional, if yes, it’s a plus)
•Solid knowledge of the market circumstances in the pharmaceutical industry and process of commercial planning and business analysis will be a strong advantage
•Proven experience in digital transformation or digital marketing or digital project management will be an important consideration

ESSENTIAL SKILLS & ABILITIES REQUIRED
•Advanced analytical skills including development of dashboards, KPIs and measurements in CRM system.
•Experienced in working cross functionally in a matrix organization. Ability to get work done through people, irrespective of reporting relationships. Must be able to influence upwards.
•High quality presentation and communication skills with the ability to articulate a story persuasively using written and oral communication skills.
•Proficient in verbal and written communication (English)
•Basic knowledge of digital marketing principles and practices.
•Familiarity with various digital marketing channels (e.g., Approved Veeva Email, Mass Email, Close Loop Marketing, LINE OA, Product Website, Meeting & Events).
•Skills in creating and managing digital content.
•Strong communication skills for cross-functional teamwork.
•Proficiency in Excel & PPT, including advanced functions (e.g., power query, power pivot). *Power BI skills are a plus.
•Ability to analyze data and provide actionable insights.

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.

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