Manager I/II, Customer Experience

Lake County, IL, United States
Sep 25, 2020
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 . Follow @abbvie on Twitter , Facebook , Instagram , YouTube and LinkedIn .

The Manager, Customer Experience (CX) is a key cross-functional member of the franchise facing team responsible for leading website projects on AbbVie's internal platform. This role has responsibility for defining product features to create engaging online experiences that deliver the Brand message to its target audiences while meeting business objectives. This role is part of the cross-functional team supporting the US Specialty franchise.

As a member of the Commercial Analytics & Operations (CA&O) organization supporting our brand franchises, the Manager, Customer Experience is responsible for leading multiple internal brand teams, (consumer and health care professional) cross functional team members and agency partners to align and execute on website direction. This role will lead and manage both strategic and tactical execution of the website roadmap through its entire life cycle to increase traffic and engagement for the brands website assets.

The Manager, Customer Experience is the subject matter expert, evangelist, and, marketing point of contact for the brands for both internal and external stakeholders to operationalize projects and updates for websites on the AbbVie marketing platforms. This role has responsibility for ensuring the Customer Experience is optimized for key stakeholders: Consumer/Patients and Health Care Professionals (HCP)/Managed Care. This role serves as a business partner in the development and pull through of a differentiated and insights-driven customer experience. The role supports the franchise teams by leading the orchestration and alignment of website development.

This role will also be accountable for bringing expertise and leadership support to advance the Digital Transformation key priorities. Specifically, developing and maintaining brand experience designs, ensuring adherence of customer privacy and compliance practices, drafting of business rules and requirements, as well as identifying and partnering with Analytics teams to develop and utilize sound measurement/reporting constructs for all programs. The Manager, Customer Experience will also ensure that all Digital/CRM activities align and integrate well with the existing Digital/CRM multi-channel ecosystem.

Key Responsibilities Include:
  • Define and support platform product strategy and direction. Develop and maintain long-term product direction.
  • Manage the product development business processes and marketing driven input from inception to product delivery, growth, and eventual retirement.
  • Define product features and benefits for new and existing site functionality and support the brand team as the Adobe product expert.
  • Lead the concept, UX design, wireframe creation, development and launch of website and mobile both in-house and with strategic agency partners.
  • Support user research, metrics gathering, competitive and performance analyses working closely with internal consumer research and agency partners
  • Work closely with Brand marketing, Agency partners, data and analytics and other cross functional team members to drive product launches and enhancements and ensure that value propositions, messaging and marketing activities address unique user needs/pain points
  • Monitor the release process and prioritize the placement of new products or enhancements in a release, balancing organizational objectives, product strategy, and market needs
  • Oversee organizational project plans tied to release schedule, identifying organization impacts resulting from changes to planned timeline and provide brand Governance leadership.
  • Enable new processes that create efficiency and agility and guide marketers and agencies in new ways of working
  • Be an end user advocate - understands mental models and what motivates actions of users online and in digital touchpoints. Ability to accurately convey his or her vision through creative mediums.
  • Collaborate effectively in a matrixed environment with Brand Marketing, Creative/CRM/Digital agencies, Media, Market Research, Analytics, Business Technology Solutions (BTS), Sales Operations, and Medical/Regulatory/Legal integrated business partners.
  • Partner closely with Medical/Regulatory/Legal/Privacy partners to educate, lead and help AbbVie anticipate and balance organizational needs.
  • Troubleshoot roadblocks and identify creative and compliant solutions to facilitate forward motion of new initiatives.
  • Direct creative agencies to ensure the development of relevant, 1:1 creative and messaging, including CRM/Digital marketing best practices.
  • Understand and execute data capture and data privacy (opt management) consistently across all channels.

  • Demonstrated success leading at the project and initiative level
  • High influence (Brand)
  • Strong collaboration and relationship management skills
  • Aligns recommendations with business challenges/objectives and stakeholders
  • Advanced executive communications
  • Standing up capabilities and educate brand team on the use of capabilities
  • Ability to work and lead independent initiatives without day to day supervision
  • 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. Adobe Marketing Cloud, DMP systems, brand websites
  • 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.
  • Attention to detail and follow-through on execution.
  • Strong project management abilities and critical work tool experience.
  • e.g. Excel, Visio, MS Project, PowerPoint

Key AbbVie Leadership Competencies:
  • Positive "all for one" approach to team deliverables and priorities.
  • Builds strong relationships to enable higher performance.
  • Learns, fast, grasps the "essence" and can change course quickly where indicated.
  • Raises the bar and is never satisfied with the status quo.
  • Creates a learning environment and open to suggestions.
  • Embraces the ideas of others, nurtures innovation and manages innovation to reality.
  • Demonstrate a "servant-leader" approach while bringing deep subject matter expertise

  • Bachelor's degree in Business or Marketing or relevant experience
  • 9+ years of professional experience; 6+ years of relevant industry experience, preferably digital
  • Demonstrate progressively increasing responsibility in a product management or equivalent role managing large, complex, direct response websites(s).
  • Proven track record of launching successful web or mobile products
  • Understanding of software testing methodologies and software development life cycle process
  • In-depth knowledge of the product development and evaluation process. Exposure to Agile development a plus.
  • Experience developing business use cases and strategic planning
  • Understanding of A/B test design and execution, and analytical tools
  • Comprehensive experience with UX design, customer research, and user experience best practices - including the creation of detailed, annotated wireframes
  • Knowledge of current web and mobile technologies, and familiarity with how the digital ecosystem is evolving
  • In depth knowledge and experience with commercial enterprise Content Management Systems (CMS) such as: Adobe Marketing Cloud, SDL Tridion, Opentext, Oracle and more.
  • Experience implementing SEO best practices
  • Knowledge of site analytics tools such as Adobe Analytics or Google Analytics
  • Requires strong collaboration and interpersonal skills to be effective managing through a highly matrixed organization
  • Skills requires include business acumen, organizational assessment, creativity, interpersonal skills, and quantitative analytical abilities
  • Outstanding communicator and comfortable interacting with a diverse group of technical and non-technical individuals.
  • Results-oriented, self-starter, with passion for user experience, technology and digital
  • A strategic mindset that allows you to prioritize projects, launches, and features, and balance immediate requirements with a long-term vision
  • Must have experience with personalization, 1:1 approaches/data capture techniques (i.e. email, addressable media, dynamic web), application of legal/privacy terms & conditions.

This role may be filled as a grade 18 or grade 19 based on experience.

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Yes, 20 % of the Time
Job Type
Job Level Code
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.