AbbVie

Sr. Manager, Customer Experience Portal

Employer
AbbVie
Location
Irvine, CA, United States
Posted
Aug 27, 2020
Ref
202258
Required Education
Bachelors Degree
Position Type
Full time
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 www.abbvie.com . Follow @abbvie on Twitter , Facebook , Instagram , YouTube and LinkedIn .

Job Description

Envision working with energetic colleagues and inspirational leaders. Now, place yourself in that mix; leading discussions, asking the right questions and driving results. All while wearing jeans to work!

Senior Manager, Customer Experience Portal

YOU ARE more than just a title, YOU ARE...
  • A Strategic Key Player. You will be responsible to enhance and manage day-to-day execution of the Allergan Aesthetics Business-to-Business (B2B) Portal Strategy. You will play a critical role in defining the digital Allergan Aesthetics customer experience by managing the B2B Portal that supports all Allergan Aesthetics brands and services.
  • An Opportunistic Leader. You will be responsible for identifying opportunities to enhance the customer experience, creating and maintaining the content calendar to ensure all branded and non-branded content updates are reviewed and approved, as well as developing and executing the digital engagement strategy. You will partner with the Professional Loyalty Leadership Team to develop and maintain the B2B Portal Innovation Product Roadmap and drive strategic execution.
  • A Collaborative Team Player. This position requires strong leadership skills to work with cross-functional teams and agency partners to enhance the brand positioning and ensure operational excellence with our Field Sales, Training, IT and Customer Operations teams to guarantee an exceptional experience with the highest standard of quality and service.

YOU WILL:
  • Manage day-to-day execution and maintenance of the Allergan Aesthetics Business-to-Business (B2B) Portal Strategy. Key duties include taking point to manage, review, and update site content, analyzing and promoting system adoption and utilization, implementing customer personalization strategies and tactics, and increasing customer engagement.
  • Identify opportunities to enhance customer experience and develop and execute B2B Portal Innovation Product Roadmap. Key duties include leading cross-functional teams to develop and execute product roadmap, incorporating feedback from internal stakeholders and advisory boards, and identifying and prioritizing system enhancements based on organizational needs and strategic objectives.
  • Develop and facilitate B2B Portal Training and Support Plan for all stakeholders to ensure effective change management. Partner with Sales Training teams to establish competency and field readiness on all customer facing functionality and services. Create tools and resources to ensure the field sales teams are equipped to support customer user base. Responsible for the training and oversight of the Customer Operations Support team.
  • Develop KPIs and reporting metrics on system usage and adoption. Prepare routine reports and recommendations to enhance engagement and adoption to management and other internal stakeholders.
  • Contribute to projects throughout Allergan Aesthetics as needed.


Qualifications

YOU BRING:
  • Bachelor's degree required, business emphasis recommended, but not required
  • Minimum 3 years of experience managing complex programs or systems.
  • Experience with B2B Portal infrastructure/Systems, including Salesforce, a plus.
  • Experience in program effectiveness management (i.e. Key Performance Indicator creation and monitoring, Data Analysis, Statistical Analysis)
  • MBA or other advanced education a plus.
  • Prior experience in marketing, website support, or creative agencies preferred.
  • Advanced computer skills including superior proficiency in Microsoft Office Suite Applications (Excel, Word, PowerPoint, Outlook, etc.) and, preferably online websites or portal system.
  • Exceptional leadership, project management and interpersonal skills
  • Superior organizational skills, analytical ability, and attention to accuracy and detail
  • Ability to maintain accuracy, consistency, and quality in a fast paced, multi-task environment
  • Ability to function in a controlled environment regulated by FDA GMPs and handle extremely confidential data
  • Ability to communicate effectively, both orally and in writing, with many levels of employees of various disciplines and departments, as well as external contacts
  • Ability to interact with all levels of management in variety of functional areas including sales, marketing, finance, information systems, customer care, legal, and managed care
  • Knowledge of the sales and marketing functions with ability to anticipate needs, make recommendations and respond to ad-hoc requests quickly and appropriately
  • Ability to interface with external customers and third-party data sources is critical
  • Ability to coordinate and synchronize multiple complex projects, manage priorities, internal and external customer expectations, meet deadlines and deliver results in a fast-paced environment
  • Ability to be flexible in changing daily workload priorities as directed
  • Ability to take initiative, be discreet, act with diplomacy and maintain a professional attitude
  • Desire and ability to take on new challenges and learn new applications/systems


LEADERSHIP SKILLS:

For this role, we're looking for a leader who is:
  • Excellence Focused
  • Optimistic
  • Open and Authentic


A Talent Magnet: The best leaders are brand ambassadors and have an eye out for great talent to join our family. All Allergan colleagues are an extension of our recruiting team, building bridges for the best people to grow our company.

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.