Associate Director, Customer Experience - Consumer Planning

Madison, NJ, United States
Nov 09, 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 Associate Director, Customer Experience - Consumer Planning is part of the US CA&O Customer Experience team and will be responsible for Consumer Customer Experience (CX) Marketing efforts involving:
• Envisioning, planning & executing multi-channel marketing programs to meet assigned brands' short & longer-term objectives, in collaboration with brand teams;
• Leading at least 1 major enterprise-wide multi-channel capability area; and
• Providing leadership support on other key projects as needed to achieve broader department and/or AbbVie goals

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 marketing campaign 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 CX Associate Director will ensure that all Digital/CRM activities align and integrate well with the existing Digital/CRM multi-channel ecosystem.

Areas of Responsibilities
• Be an in-house expert on Consumer multi-channel solutions:
o Expert on all AbbVie multi-channel marketing solutions (e.g., digital/non-digital, consumer) whether developed in-house or by external partners/vendors
o Lead discovery & vetting of new multi-channel marketing vendors or solutions that could fit future AbbVie brand needs
• Envision, prioritize, and implement multi-channel solutions that deliver measurable short & longer-term business impact to assigned brands/franchises
o Develop customized strategies for how to achieve brands' short- & longer-term objectives using CX principles and solutions
o Adeptly & independently triage the level of execution support for assigned brands' CX initiatives, to maximize business impact
o Proactively develop robust measurement plans, and recommend optimizations
o Be a key advisor to & advocate for franchise team leads on CX
o Able to repeat pattern of success for CX across assigned brands over time
• Independently lead at least 1 major enterprise-wide multi-channel capability area to optimize business impact across AbbVie
o Proactively stay abreast of trends & developments related to channel or solution
o Maintain a "playbook" with best practices, learnings, and common frameworks and approaches that can be utilized across AbbVie brands
o Lead training, development of cross-brand approaches, or issue resolution as needed, on behalf of the rest of the CX and Marketing
o Envision, prioritize, and implement changes/enhancements, to optimize CX solution's impact across the AbbVie business over time
• Lead other CX key projects as needed to achieve broader department and/or AbbVie goals


• Bachelor's degree, preferably in Business or Marketing with at least 7 years of experience, some of which must have been in CRM/digital; MBA or equivalent education and/or experience in Marketing, Business, or related field
• Demonstrated experience with start-to-finish planning/executing multi-channel digital marketing/CRM programs, including: websites, email, emerging media tactics, mobile (apps/sites/media/SMS), SEO/SEM, social media/social listening.
• Strong familiarity with multichannel/digital marketing tools and vendors
• Strong track record of success in managing multiple, complex project needs and collaborating across internal & external stakeholders
• Must have thorough understanding of measuring impact of digital/CRM including social analytics, SEO measurement/management, digital/mobile metrics.
• Strong experience with enterprise CRM/Database/ESP platforms in an operational/executional capacity.
• Must have experience with personalization, 1:1 approaches/data capture techniques (ie. email, addressable media, dynamic web), application of legal/privacy terms & conditions.
• Must have experience identifying and outlining key campaign metrics (KPIs) and building campaign pro-formas/measurement plans/marketing analytics.
• Experience in pharmaceuticals or another highly-regulated industry preferred, but may not be required for a candidate with an exceptional track record of success in planning & implementing multichannel programs that can apply to AbbVie


Job Type


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.