Lead, Omni-channel Orchestration

6 months ago

SaintLaurent, Canada ABBVIE Full time

Joining AbbVie means, you will be part of a team of outstanding professionals dedicated to making a remarkable impact on patients' lives. At AbbVie, we conduct ground-breaking science on a global scale every day. AbbVie Canada is one of the Best Workplaces in Canada whereby 98% of our employees are proud to say they work for AbbVie and 96% are proud of how we contribute to the community.
When choosing your career path, choose to be remarkable.
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 multiple others.
At AbbVie, as we advance our customer engagement model in our local organization, we are looking for talent to join our Canadian affiliate to support the affiliate activation of our ACE (Advanced Customer Experience) transformation.
ACE is a significant business transformation which accelerates our customer-centric HCP engagement approach. Empowering our front-line in-field and brand teams with robust insights, through harnessing the power of data to optimize decisions and help us address key business questions. Transforming the customers experience and maximizing our impact and value with our HCPs.
You will work closely with Commercial, Medical, Patient Experience, BTS and Customer Excellence leadership teams to ensure alignment, consistency and excellence through various customer engagement processes and projects. You will play an integral in the development and governance of the ACE strategic and tactical roadmap, in line with AbbVie Global's customer excellence guidelines and materials.
The incumbent will be based in Montreal, lead 3 to 4 direct reports and will report into the Head, Advanced Customer Experience

Key responsibilities:

- Act as an ACE Ambassador, inspiring and motivating all stakeholders towards a shared purpose and vision.
- Contribute to the development and successful execution of the affiliate Advanced Customer Experience (ACE) strategic & tactical roadmaps with progress monitored through affiliate measures of success.
- Through leadership within the ACE governance model, assign champions, oversee and resolve risks & issues for successful implementation, embedding and adoption of omni-channel management (OCM) capabilities including development of sustainable, agile local operating models supporting new ways of working (in CEx/BTS as well as with business functions).
- Engage and collaborate closely with key internal stakeholders (Commercial, Medical, BTS, CEx, Patient Experience, Advertising) to effectively advance OCM maturity across the affiliate through active adoption of capabilities and processes.
- Ensure direct reports are continuously informed, trained and upskilled on ACE capabilities to act as enablement partners to their assigned teams/functions in areas that affect:

- Content & channel tools & practices
- Customer journey design & execution
- Utilization of data/metrics/value measurements for OCM initiatives
- Broader Brand Team and In-Field team capabilities
- Ensure best practices are shared across the organization; contribute to collaborative efforts.
- Ensure business knowledge/skill gaps are shared as an input to the ACE learning & change management plan; contribute to efforts addressing those gaps.
- Drive innovation by keeping a pulse and socializing external trends with OCM and digital marketing.
- Bachelor’s degree in Commerce, Business or Health Care. Related or equivalent field may also be considered.
- Relevant business and technology experience with a proven track record of success within the biotech/pharmaceutical industry.
- Experience within a leadership role, driving advanced capabilities preferably in the commercial area (minimum of eight years ).
- Experience with engagement technology platforms such as Customer relationship management (CRM) systems (preferably with Veeva), Digital Marketing platforms (preferably Salesforce Marketing Cloud), Social Media, Peer to Peer and Web/Portal (Minimum of three years).
- Experience with leveraging advanced analytics for optimizing programs & driving results (Minimum of three years).
- Experience in a traditional marketing role (brand or product management) considered a strong asset.
- Ability to think and plan strategically (work plans, activities, timetables, targeting) and translate strategies into realistic actions with execution excellence.
- Solid working knowledge of health care environment and evolving landscape (including the Canadian regulatory environment).

Essential skills and abilities:

- Advanced French (for Quebec-based roles) and English language proficiency (oral and written).
- Proficient with Microsoft Office Suite (Outlook, PowerPoint, Excel, Word, etc

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