Senior Manager, Customer Experience

Lake County, Illinois, USA
Feb 20, 2018
Required Education
Bachelors Degree
Position Type
Full time
AbbVie is a global, research-based biopharmaceutical company formed in 2013 following separation from Abbott Laboratories. The Company's mission is to create an innovation-driven, patient-focused specialty biopharmaceutical company capable of achieving sustainable top-tier performance through outstanding execution and a consistent stream of innovative new medicines. AbbVie employs approximately 29,000 colleagues worldwide and markets medicines in more than 170 countries. AbbVie is striving to outsmart cancer by working with scientists, physicians, industry peers, patient advocacy groups and, most importantly, patients to discover, develop, and provide new therapies that will have a remarkable impact on the lives of people around the world affected by cancer. Our goal is to provide medicines that make a transformational improvement in cancer treatment and outcomes for cancer patients. By exploring and investing in new pathways, technologies, and approaches, AbbVie is breaking ground in some of the most widespread and difficult-to-treat cancers. We are also exploring solutions to help patients obtain access to our cancer medicines. With the acquisition of Pharmacyclics in 2015 and Stemcentrx in 2016, and through several collaborations, AbbVie's oncology portfolio consists of marketed medicines and a pipeline containing multiple new molecules being actively evaluated worldwide in 200+ clinical trials in 20+ different cancers and tumor types. For more information about AbbVie Oncology, please visit The senior manager, Customer Experiences, will partner with brand teams, internal and external cross functional partners and business leadership to develop integrated US commercial plans that deliver a unified insight driven customer experience that provides value to our key stakeholders (Patient, Health Care Provider, Managed Health Care) and drives business performance. As a Senior Manager, Customer Experience, you will be contributing to the success of our business by:
  • Partnering with leadership and brand teams to understand the commercial landscape, growth objectives and strategies as well as customer journeys and insights that drive those behaviors
  • Collaborating with agency partners and internal and external cross functional stakeholders to execute identified commercial strategies and tactical plans
  • Partner with media team to deliver influence and guide brand decisions regarding digital strategy that are grounded in insight across channels and deliver effective and efficient innovative opportunities to grow the business
  • Orchestrate cross functional peers to contribute to the identification and development of content strategy, holistic experience planning, and governing of best practices across digital, social, CRM and media touchpoints.
  • Leading the creation of powerful brand experiences that drive business growth via the identification of innovative ways of connecting with our customers capitalizing on consumer media behaviors and the evolving media landscape.
  • Identification of strategic vendor relationships that will deliver the experience strategy, activation, optimization and measurement of marketing investments.
  • Development of campaign business rules in partnership with CRM agency to ensure customer privacy and compliance practices are upheld to the highest integrity.
  • Managing the agency teams, inspiring work and fostering a positive environment that benefits our business.
  • Partner with our analytics team to measure tactical effectiveness and optimization of plans to deliver business results.
  • Primary business owner for website requirements in conjunction with IT to identify functional requirements, tagging implementation and platform architecture.
  • Drive business requirements for internal standards related to platforms and software for digital/social analytics and web/mobile/social development/management.
  • Understand and execute data capture and data privacy consistently across all touch points & channels.
The person for this position will have proven success in Digital Marketing or Brand Experience Planning and must be able to meet the following requirements: Qualifications: Required:
  • Bachelor's Degree, 8+ years of experience in digital/social marketing and CRM
  • Significant experience with integrated marketing with superior digital proficiency across social, digital and personalized CRM
  • Experience with creating powerful, business-driving experiences through marketing and digital/social media strategy, preferably with pharmaceutical brands
  • Excellent verbal and written communication skills. Attention to detail and follow-through on execution.
  • Ability to work independently with ambiguity in highly processed regulated environment and prioritizing investment for impact
  • Previous leadership experience and ability to influence and engage others in building best-in-class digital/CRM experiences.
  • Proven track record of demonstrable experience in identifying insights from 1st and 3rd party that in order to execute different types of digital marketing tactics: including websites, emerging media tactics, mobile (apps/sites/media), SEO, social media programs and more.
  • Thorough understanding of measuring impact of digital / CRM including social analytics, SEO measurement/management, digital/mobile metrics. This must include experience in implementing measurement plans and optimization of customer experience marketing plans using Adobe.
  • Strong experience with enterprise data driven marketing CRM/DMP/CMS platforms in an operational/executional capacity.
  • Creates a learning environment, open to suggestions and experimentation for improvement.
  • Strong project management skills and track record for on time flawless execution
  • Strong verbal and written presentation skill
  • Master's or MBA Degree
  • Significant experience with managing agencies (or internal agency) or strategic planning experience
  • Ability to forge strong relationships across diverse set of key stakeholders
  • Experience within Oncology

Travel Expectations:
  • 10-20% travel to be expected

Equal Opportunity Employer Minorities/Women/Veterans/Disabled