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Customer Excellence Director, Country Execution, LATAM

Mettawa, IL
Start date
May 3, 2024

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Job Details

Company Description

AbbVie's mission is to discover and deliver innovative medicines and solutions 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, and eye care and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us Follow @abbvie onTwitter,Facebook,Instagram,YouTubeandLinkedIn.

Job Description

The Area Customer Excellence Director, Intercontinental is a key member of the Intercontinental Area Team, reporting to the Head of Customer Excellence for Intercon.

This role will be responsible for bringing Customer Excellence transformation to successful implementation in collaboration with BTS, Global CEX team, and other cross-functional teams within the assigned region (LATAM). The role will lead the annual plan requirements for the brands in collaboration with intercon commercial CDs in full alignment with the intercon commercial priorities. The role will also identify affiliates needs and challenges and being active in the mobilization of resources and support for timely implementation of Integrated Brand Management and IFT Excellence and other CEx capabilities for the brand launches, as well as shaping a strategic and consistent way of measuring launch success.

This role has the responsibility of leading and guiding the Affiliate CEX team, within the assigned Region (LATAM), while being the voice of intercon in the Global CEX team for shaping the capabilities needs according to the FutureFit 2.0 plan.

Key Responsibilities:


  • Guide the affiliate CEx teams to identify and architype affiliates categorizing in what is full or light for CEX capabilities.
  • Ensure diagnosis of Affiliate IFT fundamentals is completed as per IFT framework.
  • Ensure no creation or duplicates of tools or initiatives in affiliates outside the annual Global plan. Any good innovation to be elevated up for decision.
  • Ensuring a successful co-creation process between global -Areas and Affiliates.


  • Coordinate and support the affiliate CEX leads to implement aligned CEX tools and capabilities.
  • Ensure annual plan is implemented timely by mobilizing the required resources including the action plan after the IFT fundamentals deep dive.
  • Ensure CEx transformation prioritized and focused on the 5 capabilities and affiliates.
  • Ensuring the capabilities are implemented in key affiliates to support brand playbook implementation.
  • Lead Strategic Area commercial projects (ie. STEM).


  • Measure implementation timeliness.
  • Measure impact and success of the CEx capabilities.
  • Design and Lead performance dashboard implementation for the different TA Commercial teams.
  • Track the progress of IFT fundamentals KPIs.
  • Track and report on transformation progress to leaders in the country, Area and global on monthly basis.

  • Bachelor's degree required; MBA highly preferred.
  • + 5 Years of relevant experience with proven track record of success in senior sales/marketing, customer excellence and/or project management roles.
  • International / Multicultural experience preferred. Previous experience with LATAM markets highly desired.
  • Ability to navigate a matrix environment and to be able to influence without authority.
  • Communicate and influence with impact: Strong executive presence. Effective communicator.
  • Enterprise-wide mindset: strong cultural astuteness. Able to build a strong network across functions and geographies.
  • Able to build Intercon organization, motive and inspire cross functional team by demonstrating model behavior through the AbbVie ways of working.
  • Agent of change and advocate of innovation.
  • Learning Agility. Curiosity to grow and develop. Open to Feedback and Coaching.
  • English language proficiency is required. Spanish/Portuguese highly desired.

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:

  • The compensation range described below is the range of possible base pay compensation that the Company believesingood faith it will pay for this role at the time of this posting based on the job grade for this position.Individualcompensation paid within this range will depend on many factors including geographic location, and we mayultimatelypay more or less than the posted range. This range may be modified in the future.

  • We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick),medical/dental/visioninsurance and 401(k) to eligible employees.

  • This job is eligible to participate in our short-term incentive programs.

  • This job is eligible to participate in our long-term incentive programs.

Note: No amount of payis considered to bewages or compensation until such amount is earned, vested, anddeterminable.The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensationand benefitsthat are allocable to a particular employee remains in the Company's sole and absolute discretion unless anduntil paid andmay be modified at the Companys sole and absolute discretion, consistent with applicable law.

AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVies policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because 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, status as a protected veteran, or any other legally protected group status.


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, and YouTube.

Stock Symbol: ABBV

Stock Exchange: NYSE

Company info
1 North Waukegan Road
North Chicago

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