Omnichannel Digital Lead

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 @abbvi on Twitter, Facebook, Instagram, YouTube and LinkedIn. 

The AbbVie Digital Lab Omnichannel Strategy Associate Director is responsible for playing an integral role on the extended cross-functional support team for US Medical Affairs teams. The Omnichannel Strategy Associate Director will bring Digital/CRM subject matter expertise to strategic medical education plans and have responsibility for ensuring the customer experience is optimized for key stakeholders: Health Care Professionals (HCP) and Medical Science Liaisons (MSLs). This role serves as a business partner in the development and pull-through of a differentiated and insights-driven customer experience. The role supports the Medical Affairs teams by leading the orchestration and alignment of touchpoints across the customer journey.

This role will also be accountable for bringing expertise and leadership support to advance the Digital Transformation, Content Velocity and Launch Excellence key priorities. Specifically, developing and maintaining medical education multichannel planning strategic plans and engagement plan/experience designs, ensuring we are reaching our customers in the right channels with our medical education content to achieve our Scientific Objectives.  This role will adhere to customer privacy and compliance practices, as well as identifying and partnering with Analytics teams to develop and utilize sound measurement/reporting constructs for all programs.

Key Responsibilities Include:  

• Lead multichannel strategic design and provide CRM/Digital expertise in support of the Medical Affairs teams.
• Maintain a deep understanding of customer insights, journey, and segmentation strategies - and apply them to CRM/Digital campaigns and programs.
• Lead cross-functional team (Medical Affairs/Digital Lab/MABI/Agency) to design and implement ideal customer experience aligned to journey phases and medical education strategy.
• Guide development of impactful and relevant in-field team tools and assets (medical aids, MSL emails).
• Collaborate effectively in a matrixed environment with Medical Affairs, Creative/CRM/Digital agencies, Media, Market Research, Analytics, Business Technology Solutions (BTS), Field Operations, and Medical/Regulatory/Compliance/Legal integrated business partners.
• Provide input and inspiration through active participation in the annual strategy and tactical/functional planning process.
• Identify external/internal partners to address business challenges.  Organize semiannual emerging digital capability showcases for Medical Affairs to learn and identify capabilities to pilot. 
• Create business case, design, and lead proof of concepts/pilots for emerging digital capabilities.
• Troubleshoot roadblocks and identify creative and compliant solutions to facilitate forward motion of new initiatives.
• Provide CRM/Digital execution and response channel/tactic expertise across all channels (e.g., Veeva, Email, Web, Mobile Apps, Social)
• Collaborate with Medical Affairs team to recommend and build feasible campaign and program test & learn plans to inform optimization recommendations. Develop and manage tactic test plans/QC before, during and after campaign launch
• Guide creative agencies to ensure the development of relevant, 1:1 creative and messaging, including CRM/Digital marketing best practices.
• Understand and execute data capture and data privacy (opt management) consistently across all channels.
• Create and maintain omnichannel roadmap for Therapeutic Areas supported and review on a quarterly basis with Medical Affairs Leadership. Socialize with cross functional teams supporting the initiatives to ensure proper resourcing and prioritization processes in place.
• Document and share best practices across broader Abbvie Digital Lab team through creation of playbooks and hold quarterly “lunch and learns” to social those best practices with USMA, Abbvie Digital Lab, and internal stakeholders

Competencies:

• Ability to work and lead independent initiatives without day-to-day supervision
• Able to prioritize & gracefully manage competing priorities to ensure deadlines are met.
• Collaborative nature and ability to influence and guide cross-functional stakeholders without authority.
• Exceptional functional knowledge and expertise on digital marketing platforms.
  • e.g., Veeva, 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., Excel, Visio, MS Project, PowerPoint

Key AbbVie Leadership Competencies:

• Positive “all for one” approach to team deliverables and priorities.
• Builds strong relationships to enable higher performance.
• Learns fast, grasps the “essence” and can change course quickly where indicated.
• Raises the bar and is never satisfied with the status quo.
• Creates a learning environment and open to suggestions.
• Embraces the ideas of others, nurtures innovation and manages innovation to reality.
• Demonstrate a “servant-leader” approach while bringing deep subject matter expertise

• Bachelor’s degree in Business or Marketing with 10+ years of CRM/Digital experience.  
• 3-5 years Pharmaceutical Industry experience preferred
• Demonstrated experience with start-to-finish planning/executing multi-channel digital marketing/CRM programs, including websites, email, emerging media tactics, mobile (apps/sites/media/SMS), SEO/SEM, social media/social listening, Veeva CLM and approved email projects
• Must have thorough understanding of measuring impact of digital/CRM including social analytics, SEO measurement/management, digital/mobile metrics. 
• Strong experience with enterprise CRM/Database/ESP platforms in an operational/executional capacity.
• Must have experience with personalization, 1:1 approaches/data capture techniques (ie. email, addressable media, dynamic web), application of legal/privacy terms & conditions.
• Must have experience identifying and outlining key campaign metrics (KPIs) and building campaign pro-formas/measurement plans/marketing analytics.

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.​

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​

• This job is eligible to participate in our short-term incentive programs. ​

• This job is eligible to participate in our long-term incentive programs​

​

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. 

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion.  It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html 

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html