Omnichannel Manager

AbbVie•Markham, ON

22h•CA$93,000 - CA$143,000

About The Position

A critical strategic opportunity to unlock a new era of growth for the brand that created an entire industry – BOTOX Cosmetic – and a supporting portfolio of market-leading and innovative aesthetic medicine solutions. Help drive better outcomes for aesthetic patients, as well as the practices of healthcare practitioners across Canada. Omnichannel Manager will: Lead Customer Omnichannel evolution (50%): Build the Allergan Aesthetics (AA) strategic, integrated approach to omnichannel communications. Own the strategic framework for how AA delivers branded commercial and educational content to core external customer stakeholders, informing both annual and quarterly plan-of-action that delivers business results. Support the Brand Leads and Portfolio Team in building and executing Customer Experience Flows with content, messaging, and direction that support customer partnership growth across an adoption ladder. Partner with Business Excellence (BEX) team to build and lead an understanding of the total serviceable customer universe, and strategy on how best to maximize opportunity with relevant customer segments and profiles. Serve as Marketing lead for the core AA digital properties such as AA Access, clinic locators, professional brand websites, etc. Stay informed on the most effective and efficient ways of delivering messages to the AA customer base, and prioritize internal AA resourcing in alignment. Establish clear KPIs that define what success looks like, and regularly analyze performance and market dynamics/opportunities, communicating findings to cross-functional Portfolio Team and to senior management. Build future state Consumer Omnichannel capabilities (25%): In collaboration with the Consumer Media & Loyalty Manager, build the vision and strategic framework for renovating AA’s integrated, holistic engagement of consumers and patients across Canada. Identify and optimize connection points between the customer and consumer omnichannel journeys to enhance patient-clinic experience with Allergan brands. Lead AA’s Co-Marketing program, partnering closely with Key Account team to identify and execute current opportunities, while working with internal teams to optimize and enhance program parameters. Lead stakeholder education of Practice Development Solutions (PDS) (25%): Support our customers’ practices initiatives to recruit, convert, and retain patients by educating them on best practices. Partner with International and local teams to build tools and initiatives that support business and practice discussions between AA field team members and relevant clinic stakeholders. Operate as Marketing lead for AA’s commercial policy, Allergan Partner Privileges (APP), partnering closely with Trade & Pricing team to define strategic framework for pricing/promotion. Other: Lead a business case for incremental investment in omnichannel execution. Partnership/influence over cross-functional cost centres (Brand Budgets, DTC, Consumer Loyalty, etc.) in alignment with Portfolio Team and business priorities.

Requirements

Equivalent to a four-year University education with emphasis in business and/or science.
A minimum of six (6) to eight (8) years of commercial experience (e.g. Marketing, Sales, Category Management, Business Excellence, etc.) in the consumer health, beauty/cosmetic industry (CPG / FMCG would be considered), or pharmaceutical industry.
Strong understanding of a Marketing tech stack (MarTech) and the role of different channels in a marketing mix.
Experience in communicating with different types of external stakeholders – understanding drivers for consumers/patients, clinic owners/managers, and healthcare practitioners.
Resourceful, proactive self-starter with a hands-on, entrepreneurial mindset, eager to support both long-term strategy and day-to-day execution of the plans while seeking to ‘raise the bar.’
Great communicator, able to clearly and succinctly communicate key points with a high degree of influence and persuasiveness – both written and verbal.
Inspiring ability to lead without authority, both within own working group and with cross-functional partners.
Strong analytical thinker, comfortable in deriving actionable insights from data, and setting and tracking KPIs.
Ability to work collaboratively with internal stakeholders and partner agencies; taking and providing feedback constructively; executive presence and comfort in presenting to internal senior management.
Strong project management skillset and ability to prioritize effectively.
Accountability: Taking ownership of assigned projects or workstreams, and ensuring they are completed successfully (aligned to expectations) and on-time.
Adaptability: The ability to thrive in a fast-paced and changing environment, being flexible and open to new ideas and approaches.
Collaboration: The ability to work effectively with cross-functional teams and stakeholders to drive initiatives and achieve desired outcomes.
Communication: Strong verbal and written communication skills to effectively convey ideas, influence others, and build relationships with internal and external stakeholders.
Customer-centricity: A deep understanding of customer needs and the ability to develop and implement strategies that enhance customer satisfaction and drive business growth.
Innovation: A mindset that embraces creativity and continuous improvement, seeking new and better ways to enhance practice development strategies and processes.
Strategic Thinking & Results Driven: The capacity to think critically and strategically, analyzing market trends and identifying opportunities to drive growth and optimize practice development efforts.

Nice To Haves

MBA is an asset.
Bilingualism (French/English) would be an asset.
Experience working in Health Canada regulated industries within Beauty, Cosmetic, Pharmaceutical, or Medical Aesthetics is preferred.

Responsibilities

Build the Allergan Aesthetics (AA) strategic, integrated approach to omnichannel communications.
Own the strategic framework for how AA delivers branded commercial and educational content to core external customer stakeholders, informing both annual and quarterly plan-of-action that delivers business results.
Support the Brand Leads and Portfolio Team in building and executing Customer Experience Flows with content, messaging, and direction that support customer partnership growth across an adoption ladder.
Partner with Business Excellence (BEX) team to build and lead an understanding of the total serviceable customer universe, and strategy on how best to maximize opportunity with relevant customer segments and profiles.
Serve as Marketing lead for the core AA digital properties such as AA Access, clinic locators, professional brand websites, etc.
Stay informed on the most effective and efficient ways of delivering messages to the AA customer base, and prioritize internal AA resourcing in alignment.
Establish clear KPIs that define what success looks like, and regularly analyze performance and market dynamics/opportunities, communicating findings to cross-functional Portfolio Team and to senior management.
Build the vision and strategic framework for renovating AA’s integrated, holistic engagement of consumers and patients across Canada.
Identify and optimize connection points between the customer and consumer omnichannel journeys to enhance patient-clinic experience with Allergan brands.
Lead AA’s Co-Marketing program, partnering closely with Key Account team to identify and execute current opportunities, while working with internal teams to optimize and enhance program parameters.
Support our customers’ practices initiatives to recruit, convert, and retain patients by educating them on best practices.
Partner with International and local teams to build tools and initiatives that support business and practice discussions between AA field team members and relevant clinic stakeholders.
Operate as Marketing lead for AA’s commercial policy, Allergan Partner Privileges (APP), partnering closely with Trade & Pricing team to define strategic framework for pricing/promotion.
Lead a business case for incremental investment in omnichannel execution.
Partnership/influence over cross-functional cost centres (Brand Budgets, DTC, Consumer Loyalty, etc.) in alignment with Portfolio Team and business priorities.