CRM Transformation Director

AbbVie•Mettawa, IL

5d•$160,500 - $305,000•Hybrid

About The Position

The AbbVie Digital Lab Director of CRM will lead the vision, strategy, and roadmap for the advancement of Customer Relationship Management (CRM) capability for US Commercial and accelerate our 1:1 marketing capability. This person will be a key business partner to senior leaders across the US Commercial Organization, championing AI-enabled transformation to deliver smarter, faster, more personalized customer experiences. The Director will lead a team of Associate Directors responsible for advancing our CRM capability — ensuring flawless orchestration of 1:1 experiences across touchpoints and channels throughout the customer journey. Enabling and delivering AI-driven personalized customer experiences through a data-driven, test-and-learn approach to ensure we're delivering the right message, to the right person, at the right time, through the right channel. The team will define and implement enterprise journeys, manage CRM programs end-to-end, and code, configure, and deploy campaigns in our AI-enabled marketing automation platform — continuously measuring and optimizing the experience for US commercial brands.

Requirements

Bachelor’s degree required. Advanced degree (MBA) preferred.
15+ years of CRM, 1:1 marketing experience.
5+ years Pharmaceutical Industry experience preferred.
Established track record of leading, coaching and developing high-performing teams that do start-to-finish planning and execution of omnichannel CRM programs that orchestrate the experience across channels such as websites, email, SMS, direct mail, social, media, sales, events, etc.
Have strong executive level presence/effectiveness to collaborate successfully with executives.
Strong client service, process, and analytical skills to manage client expectations.
Excellent verbal and written communication skills.
Ability to work and lead independently initiatives without day-to-day supervision
Strong presentation skills to present complex concepts to non-technical audiences
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. CRM, email marketing best practices, marketing cloud technology
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. Smartshhet, Excel, Visio, MS Project, PowerPoint

Nice To Haves

Advanced degree (MBA) preferred.

Responsibilities

Lead the vision, strategy, and roadmap for advancement of the CRM Digital Transformation 1:1 Omnichannel CRM capabilities for US Commercial
Responsible for leading, coaching and developing a high-performing team of people leaders responsible for our operating model, Marketing Automation transformation and CRM enterprise operations.
Identify, define, and implement enterprise approaches to advance our CRM Omnichannel capabilities, build business case, gain buy-in, support and funding from Senior Leadership Team (SLT). Examples include enterprise omnichannel planning approach, implementing new enterprise platforms, processes, and tools to improve customer experience, data capture, orchestration across channels, measurement, and optimization.
Drive CRM innovation by understanding and identifying emerging 1:1 marketing and AI-driven personalization opportunities - envision how can be applied to help AbbVie reach and engage with our customers in our connected consumer ecosystem.
Collaborate effectively and drive alignment in a highly matrixed organization with leadership across Creative/Digital agencies, Brand teams, Media, Market Research, Analytics, Business Technology Solutions (BTS), Field Operations, Medical, Regulatory, and Legal.
Ensure CRM cross-functional team focuses on key priorities from US Commercial Senior Leadership teams. Manage team capacity and prioritize the most impactful projects for AbbVie with US Commercial leadership.
Schedule and conduct quarterly business reviews with executive leaders within US Commercial (Marketing & Digital Lab leadership)
Partner with the HCP, Consumer and Patient Services CRM Organizations to document, share and socialize best practices across AbbVie related to CRM. Understand, document, and socialize the differences between approaches for Consumer, Patient, and HCP
Oversee strategic vendor selection and continue to drive high value, cost effective solutions for our US Commercial internal customers.