Manager - Customer Analytics

Employer
AbbVie
Location
Lake County, IL, US
Posted
Sep 08, 2019
Ref
1905082
Required Education
Masters Degree/MBA
Position Type
Full time
The role of Manager, Customer Analytics within AbbVie is to design, build and deliver closed loop measurement (CLM) in order to measure engagement of customer experiences, across physician related audiences (which may include physicians, health care institutions and health care organizations). This role will support the Medical team in building out the learning agenda and measurement plan for the Medical HCP digital ecosystem.
This role is part of a critical business transformation that will position AbbVie as a leader in the area of customer experiences. This individual has skills in delivering insightful CRM/digital/social reporting and analytics in order to build actionable insights and recommendations to position AbbVie as best in class in customer experiences.

Major Responsibilities:
  • Design and build measurement plans to demonstrate impact of CRM/digital experiences for Medical with physician stakeholders. Builds test and learn plans for CRM/digital at the customer/segment, channel and campaign level, including establishing learning agenda for pilots and tests.
  • Develops integrated KPIs for the physician audience, specific to the Medical Field teams. Aligns the goals and objectives of customer experience tactics to key business goals and establish the key performance indicators to demonstrate adoption, utilization and engagement of the Medical Field and the Physicians.
  • Aligns analytics learnings to the research that shows the movement along the Medical Education journey across channels. Drives insights at the customer level to drive optimization of the ecosystem across levels such as segment, channel and content. Partners with Research, Sales Operations and Customer Experience teams to interpret results and deliver optimization recommendations
  • Partners with Commercial Capabilities, Sales Operations, external vendors and IT to acquire new data sources needed to measure the success of customer experience tactics. Writes the business requirements to secure information needs in order to turn the measurement plans into reporting and analytics. Works with vendors and IT to design taxonomy and tagging required for digital tactics.


Education:

  • MBA preferred. Bachelor's Degree in Business, Analytics, Finance or Economics required

    Required Background & Skills:
  • 6-8 years demonstrated experience in analytics of multi-channel marketing (measuring websites, digital, CRM)
  • 6-8 years of experience identifying and outlining key campaign metrics and building campaign proformas/measurement plans/marketing analytics.
  • 6-8 years of managing / working with multiple and diverse data sets for analytics
  • 6-8 years in advanced analytics / modeling techniques for marketing optimization
  • Experience navigating the matrix environment in a large company, including effective communication and influence skills
  • Ability to deliver actionable insights and recommendations by combining data/analytics with research and business trends


Preferred
  • Prior Veeva CLM analytics experience
  • Medical and Pharmaceutical industry analytics experience