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 at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

Job Description

CEX Manager develops and implements strategies to improve customer experience across all AbbVie TAs. Monitors suggest, and adapts tactics, aimed to improve business and planning processes across all brands and departments, placing the patient at the center of any efforts and operating withing AbbVie business code of conduct, policies and all applicable laws and regulations.

Develop, integrate and execute customer excellence pillars across Commercial and Medical Operations to improve business and strategics planning processes and improve general business performance, with primary focus on IFT Excellence, Brand Excellence and EPE; but support other CEX pillars (digital transformation, data & analytics)Collaborate with cross-functional teams to identify each TA needs, business priorities and expectations, and ensure that they are met or exceeded.Lead and implement Customer Playbook across all TAs and across AHA: Customer mapping, segmentations and profilingDevelop and implement customer experience improvement initiatives, including training programs, process enhancements, and customer engagement activities.Lead key projects and liaise cross-functionally to identify opportunities and projects that deliver increased efficiency, product sales, productivity and/or value to brands and customers.Implement processes to monitor and measure customer KPIs and identify areas for improvement.Implement and drive effective Affiliate sales incentive models, prepare quarterly SIP files, and implement required approvals.Train sales force and other appropriate in-field/office-based roles on concepts, processes, methodology, and benefits of state innovative systems (i.e.SFE, CRM, Dashboards, SIP process, etc.) to continuously improve performance.Implement Advance Customer Experience (ACE) capabilities and strategy while maintaining existing capabilities.Drive primary/secondary market research efforts to support Commercial Operations teams to achieve higher marketing and sales impact.Review and critically evaluate Brand Planning process to improve business impact of brand strategy and tactics; plan and coordinate timelines/date commitments for LRP, NNLRP, s&, OP, etc.Develop, lead and coach direct reports. (if applicable)Lead Future Fit implementation to achieve excellence.Other duties as assigned by manager.
Qualifications
Bachelor’s degree or equivalent.Relevant experience with proven track record of success in customer and/or business excellence/SFE and project management roles.Ability to clearly communicate strategy into implementation tactics.Ability to analyze data to leverage market insight from internal and external sources into powerful insights.Solid knowledge of finance principles, CRM and Sales Force Excellence tools and systems.English language proficiency verbally and in writing (for all non-English speaking countries)Proactive and results-oriented mindset, with the ability to drive change and continuous improvement.Ability to work independently and within the team.Ability to manage multiple projects simultaneously.Flexibility to adapt to changing priorities and business needs.
Additional Information

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

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