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About AbbVie

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 Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Medical Excellence Manager

Sydney, Australia Req ID 2204592 Category Marketing Division AbbVie

The Company:

AbbVie (NYSE:ABBV) is a global, research-based biopharmaceutical company formed in 2013 following separation from Abbott.  The company’s mission is to use its expertise, dedicated people and unique approach to innovation to develop and market advanced therapies that address some of the world’s most complex and serious diseases. AbbVie employs approximately 25,000 people worldwide and markets medicines in more than 170 countries.


Summary of Job Description:

This role will partner with cross-functional stakeholders to drive innovative customer engagement opportunities and solutions for Medical Activities.  Provides subject matter expertise and strategic support for the implementation of these capabilities.  The candidate will be expected to collaborate with multiple internal stakeholders, at a local, Area and Global level, to align on capability implementation, share and maintain best practice. The individual should show an understanding of the applicable relevant digital trends in the marketplace to proactively advise and train on potential applications and opportunities for Medical Affairs.

As an experienced professional working in the pharmaceutical industry, you will have the capability to translate strategic plans into actions that can be measured. You will be able to manage multiple projects, without direct authority and foster a collaborative culture to inspire and engage others.


Major Responsibilities:


  • Engage and collaborate closely with key internal partners (Medical Operations, BTS, Regulatory, Customer Excellence, Brand Excellence & Med Review) to effectively move forward digital and multichannel technology initiatives.
  • Drive enhancements to existing in-field engagement technologies to improve HCP interactions.  This includes technical enablement of the Compelling Content Strategy, in alignment with the Global Medical Affairs vision.
  • Collaboration with the Global Multi-Channel Excellence teams to leverage existing capabilities within the Medical Affairs Team
  • Facilitate the development of a medical portal content strategy (ie. AbbVie Pro)
  • Oversight and continued development of the medical Vmail capability, including technical enablement and training, as well as providing an operational framework that meshes with cross-functional brand-team requirements.



  • Work with Medical Affairs Leadership to ensure Excellence in in capability build for the IFT utlisation of the CRM and associated Systems/Tools
  • Support the technical enablement of the SIP and MCCP planning process within the CRM, including extraction of metrics.
  • Support the roll-out of tools and processes required for effective use of SIP and MCCP Planning


  • Act as an enabler/SME to ensure maximised use of CLM and CRM in field to ensure achievement of excellent customer experience


  • Collaborate, organise and co-host (with TA Lead, CEX partners and Med Ops Partners) identified training gaps to effectively deliver learning to embed required standards across processes and tools.
  • Work closely with the Medical Leadership including MLT & MTAL to ensure delivery of field medical soft skills training and virtual engagement skills.
  • Work with matrix team to ensure consistent understanding of the medical role and ensure cross functional objectives are SMART and compliant
  • Work with area and affiliate leads to build a framework and operating rhythm for a comprehensive onboarding and continuous development / learning curriculum in tandem with CEX Learning team and Medical Leadership Team.


  • Create and maintain utilization metrics/value measurements for projects and activities to demonstrate value to organization and customers.


  • Working in collaboration with medical functions, business technology and customer excellence teams to enhance ways of working and tools available when required
  • Work to ensure dashboard capability to report on KPIs / monitoring metrics
  • Act as the liaison with BTS to drive technical enablement of data solutions.
  • Co-create TA reports with digital ops team, area and affiliate teams and be the SME on data analytics, visualisation and utilisation
  • Collaborate with Medical Affairs Leadership to conduct independent Field Medical Benchmarking of performance eg. via blackdot


  • Collaborate with the Medical Leadership Team and the broader Medical Department stakeholders to raise the bar on internal & external customer experience

- Identify key areas of strategic focus to improve the internal customer experience and conduct analysis/surveys to help formulate action plans

- Map the major external touchpoints for the various medical functions and assist medical stakeholders to develop strategies to address gaps in customer experience


Qualifications & competencies

  • Proven facilitation skills and experience guiding and leading teams of peers, superiors, and wider brand teams without authority.
  •  Pharmaceutical industry experience required, preferably in Medical Affairs or Commercial Brand.  Role with proven customer facing engagement.
  • Experience in project management or business transformation role
  • Experience with Customer Relationship Management systems, platforms and methodologies.
  • Experience with emerging and digital technologies, regardless of user and audience community, including but not limited to web, app, email, and mobile tactics.
  • Demonstrated leading/inspiring change with positive outcomes by achieving results through people with no direct line management responsibility.
  • Demonstrated ability to manage multiple projects and competing priorities
  • Strong interpersonal, leadership and business acumen skills with a track record of cross-functional collaboration and co-creation
  • Excellent verbal and written communication skills and experience in developing and implementing strong communication and engagement plans.
  • Experience in leading in a multi-task environment as well as in a virtual and matrix organization.
  • Knowledge of regulatory requirements governing Medical Affairs and ability to implement and guide capability and the design of protocols with limited oversight.
  • Life Sciences degree (or equivalent) minimum.


  • To comply with the company’s policies and procedures to meet statutory, quality and business requirements within the overall strategy and objectives of AbbVie Ltd.
  • Responsible for the quality & performance of themselves and others through Medicines Australia compliance, regulations and standards.


Leadership Attributes:

All for One AbbVie

Clear and Courageous

Decide Smart and Sure

Agile and Accountable

Make Possibilities Real

Travel: Yes, 20 % of the Time
Job Type: Experienced
Schedule: Full-time

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