AbbVie Inc

We strive to have a remarkable impact on peoples lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, womens health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio.. Focus will be on the management of an agile, centralized promotional customer 360 platform that serves as the engine for the seamless execution of AbbVie Consumer Omni-channel strategies.. Manages CX agencies and vendors in their work to support the consumer infrastructure and data operations.. Responsible for managing and leading the enterprise CX Consumer marketing database and additional supporting CRM/Digital platforms infrastructure and operations across AbbVie brands for all key consumer audiences.. Serve and lead as a strategic partner with BTS in support of Brand BTS ecosystems and initiatives that support the execution of Consumer Omni-channel programs.

manager customer experience

**Manager, Customer Experience, US Consumer CRM Operations**
CAROUSEL_PARAGRAPH
* Lake County, United States of America
* Marketing
* 2201875
Abbvie **  Share Job**
** Job Description**
**About AbbVie**
AbbVies 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 peoples lives across several key therapeutic areas: immunology, oncology, neuroscience, eye care, virology, womens 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 , , ,  and .
**Job description**
Listing Info
The AbbVie Digital Lab will advance our digital capabilities by partnering with integrated brand teams (IBTs) to enhance our digital IQ and elevate our customer engagement by targeting customers more precisely, building personalized content faster, optimizing omnichannel experiences, and measuring impact more rapidly. The primary function of the Manager, Customer Experience, US Consumer CRM Operations is to lead the AbbVie Consumer 360-view of the consumer through a best-in-class CRM platform(s) to meet current and future marketing technology needs. Focus will be on the management of an agile, centralized promotional customer 360 platform that serves as the engine for the seamless execution of AbbVie Consumer Omni-channel strategies. Ensures seamless promotional data between all consumer touchpoints and channels. Collaborates with Customer Experience (CX) Franchise Leads to identify key 1st, 2nd, and 3rd party data requirements which provide input for the development of Consumer centric, data-driven consumer experience programs. Demonstrates leadership role in Consumer CRM privacy and permission policies and execution across all channels. Oversees and maintains database data/execution and quality control functions. Manages CX agencies and vendors in their work to support the consumer infrastructure and data operations.
This role will have key priorities including:
* CRM Consumer Enterprise Operations Leadership for the team
* CRM Compliance and regulatory leadership
* Financial and budgeting management for Consumer platforms
* Enterprise preference center management and ownership
* Metadata tagging and campaign management
**Detailed Responsibilities Include -**
* Responsible for managing and leading the enterprise CX Consumer marketing database and additional supporting CRM/Digital platforms infrastructure and operations across AbbVie brands for all key consumer audiences.
* Help lead and influence best-in-class thinking for AbbVies promotional data strategy and connected experiences through the integration of systems/data for key programs and consumer engagements.
* Identify key strategic data partnerships with external sources which elevate AbbVies ability to provide connected, relevant experiences to its consumers, while maximizing brand ROI.
* Support the Transformation initiatives at AbbVie which focuses on elevating and driving Digital strategy enablement for AbbVie brands. Influence and partner with key stakeholders, including CX, Business Technology Systems (BTS), Privacy Office, Brand Teams and AbbVie agencies. Ensure the seamless integration of DBs, Mobile, Website, Social, Consumer Preference Centers, Analytic platforms and Sales CRM tools for the AbbVie enterprise.
* Serve and lead as a strategic partner with BTS in support of Brand BTS ecosystems and initiatives that support the execution of Consumer Omni-channel programs.
* With key stakeholders, drive data acquisition strategy and requirements for new marketing data capture/storage/use across AbbVie.
* Drive best in class integration and execution with Email Service Providers ensuring flawless execution and quality control for brand teams.
* Maintain external perspective on GDPR and CCPA data compliance needs for consumer marketing organizations
* Deliver financial support to the Consumer team  including budget tracking, reconciliation and more
* Lead thinking and integration of best practices for Consumer privacy data strategies. Oversee the processing of consumer privacy requests. Work with Privacy Office, channel vendors, and other key internal stakeholders.
* Work closely with database partners and Analytics team to prioritize and implement key analytic models for AbbVie Brands delivering Lift and ROI.
* Coordinate with CX and BTS Finance Teams to manage CX Consumer Budgets and ensure timely approval of SOWs and POs.
**Qualifications**
**Basic**
* Bachelors degree
* 8-10 years of progressive experience with a mix of skills in marketing, consumer analytics, marketing database and technology platforms, data/systems operations role in multi-brand/multi-channel organization.
* Ability to clearly explain technical and analytical information (verbally, written & in presentation form) and summarize for key stakeholders.
**Key AbbVie Competencies**
* Strong knowledge of data operations and project management skills
* Strong Business acumen to translate existing Marketing business requirements to IT and Database agencies
* Proactive and inherent curiosity in problem-solving and troubleshooting.
* Strong project management skills and natural leader in cross-functional teams.
* Excellent verbal and written communication skills with ability to communicate complex ideas across various functional areas
* Ability to influence key stakeholders with new ways of thinking which inspire innovation
* Fosters teamwork and works well across levels in a matrix environment
**Significant Work Activities**
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
**Travel**
Yes, 10 % of the Time
**Job Type**
Experienced
**Schedule**
Full-time
**Job Level Code**
M
**Equal Employment Opportunity**
At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis 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, protected veteran status, or any other legally protected characteristic.
**Privacy Preference Center**
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