Responsibilities

• Lead the vision, strategy, and roadmap for advancement of the CRM Digital Transformation 1:1 Omnichannel CRM capabilities for US Commercial
• Responsible for leading, coaching and developing a high-performing team of people leaders responsible for our operating model, Marketing Automation transformation and CRM enterprise operations.
• Identify, define, and implement enterprise approaches to advance our CRM Omnichannel capabilities, build business case, gain buy-in, support and funding from Senior Leadership Team (SLT). Examples include enterprise omnichannel planning approach, implementing new enterprise platforms, processes, and tools to improve customer experience, data capture, orchestration across channels, measurement, and optimization.
• Drive CRM innovation by understanding and identifying emerging 1:1 marketing and AI-driven personalization opportunities - envision how can be applied to help AbbVie reach and engage with our customers in our connected consumer ecosystem.
• Collaborate effectively and drive alignment in a highly matrixed organization with leadership across Creative/Digital agencies, Brand teams, Media, Market Research, Analytics, Business Technology Solutions (BTS), Field Operations, Medical, Regulatory, and Legal.
• Ensure CRM cross-functional team focuses on key priorities from US Commercial Senior Leadership teams. Manage team capacity and prioritize the most impactful projects for AbbVie with US Commercial leadership.
• Schedule and conduct quarterly business reviews with executive leaders within US Commercial (Marketing & Digital Lab leadership)
• Partner with the HCP, Consumer and Patient Services CRM Organizations to document, share and socialize best practices across AbbVie related to CRM. Understand, document, and socialize the differences between approaches for Consumer, Patient, and HCP
• Oversee strategic vendor selection and continue to drive high value, cost effective solutions for our US Commercial internal customers.

Requirements

• Bachelor’s degree required. Advanced degree (MBA) preferred.
• 15+ years of CRM, 1:1 marketing experience.
• 5+ years Pharmaceutical Industry experience preferred.
• Established track record of leading, coaching and developing high-performing teams that do start-to-finish planning and execution of omnichannel CRM programs that orchestrate the experience across channels such as websites, email, SMS, direct mail, social, media, sales, events, etc.
• Have strong executive level presence/effectiveness to collaborate successfully with executives.
• Strong client service, process, and analytical skills to manage client expectations.
• Excellent verbal and written communication skills.

Preferred

• 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.

Benefits

• 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 long-term incentive programs.