Associate Director, Customer Engagement and Injector Training
About The Position
The Associate Director, Customer Engagement and Injector Training, shapes and executes the customer engagement and injector education strategy for Chronic Migraine. The role leads the development of compliant, insight-driven education and training experiences that strengthen clinical confidence, elevate customer experience, and support brand objectives. Working across the Therapeutic team and with cross-functional partners, the Associate Director translates business priorities and customer needs into high-quality, scalable programs and resources. The position leads an integrated portfolio of live, virtual, digital, and on-demand education and training for healthcare professionals, including physicians and advanced practice providers. It also oversees engagement at professional meetings, speaker and trainer strategy and operations, external relationships, annual plans and budgets, vendor and agency performance, and program measurement and optimization. The role identifies and pilots new approaches to customer engagement and digital education, communicates plans and recommendations to stakeholders and senior leadership, and travels to selected customer programs, field engagements, and professional meetings as needed.
Requirements
- Bachelor’s degree from an accredited institution.
- Five or more years of combined experience in pharmaceutical or biotechnology marketing, HCP education, customer engagement, sales, sales training, or a related commercial function.
- Demonstrated experience developing and executing strategic plans and complex, cross-functional programs.
- Experience managing budgets, agencies, vendors, timelines, and multiple concurrent workstreams.
- Strong written, verbal, presentation, and stakeholder-management skills.
- Strong analytical and problem-solving skills, including the ability to use qualitative and quantitative insights to guide decisions and optimize customer experiences.
- Demonstrated ability to lead through change, operate effectively in a fast-paced matrix environment, and influence across levels and functions.
- Ability to travel up to 40%.
Nice To Haves
- Advanced degree from an accredited institution.
Responsibilities
- Lead the annual customer engagement and injector education strategy for Chronic Migraine, aligned with brand priorities, customer insights, field needs, and the broader Neuroscience strategy.
- Design, evolve, and manage an integrated portfolio of live, virtual, digital, and on-demand education and training offerings for healthcare professionals, including physicians and advanced practice providers.
- Translate customer, field, and marketplace insights into program architecture, content strategy, delivery formats, and resources that improve relevance, reach, and educational impact.
- Partner with brand marketing, sales, medical, regulatory, legal, compliance, operations, analytics, and agency partners to deliver initiatives that meet company standards and applicable policies.
- Lead planning and execution for HCP engagement at priority national and regional society meetings and professional organizations, coordinating with internal stakeholders.
- Oversee speaker and trainer strategy and operations, including faculty identification, contracting, training, content readiness, program quality, and compliant execution.
- Build relationships with external experts, customers, professional societies, field leaders, and cross-functional partners to ensure programs address evolving clinical and business needs.
- Develop annual operating plans, forecasts, and budgets; manage agency and vendor performance, scope, timelines, and spend.
- Establish performance indicators and reporting to assess program reach, experience, quality, and business contribution; use insights to optimize the portfolio and recommend enhancements.
- Anticipate changes in adult learning, customer engagement, digital education, and the therapeutic toxin landscape; identify and pilot innovative approaches that can be scaled responsibly.
- Communicate strategy, progress, risks, and recommendations to cross-functional teams and senior leadership while managing multiple high-priority initiatives in a matrixed environment.
- Travel to selected customer programs, field engagements, and professional meetings as needed.
- Influence without direct authority and create alignment across functions, priorities, and perspectives.
- Demonstrate enterprise leadership, sound judgment, accountability, and commitment to integrity and compliance.
- Champion an inclusive, customer-centered culture and share best practices across Therapeutics and AbbVie.
- Provide direction to agency and vendor partners and foster a high standard of quality, innovation, and execution.
Benefits
- Paid time off, including vacation, holidays, and sick leave.
- Medical, dental, and vision insurance for eligible employees.
- 401(k) for eligible employees.
- Eligible to participate in long-term incentive programs.
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What This Job Offers
Job Type
Full-time
Career Level
Director
