Customer Excellence Director

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.

The Customer Excellence Director is a pivotal role dedicated to steering the Customer Excellence (CEx) team towards enhancing the organisation's future preparedness. This is achieved through strategic initiatives like Winning with Data, Digital Transformation, In-Field Team Effectiveness, and Brand Excellence. As part of the Affiliate Management Team, this position reports directly to Dana Kendall, the General Manager. The Customer Excellence Director is entrusted with driving cross-functional projects to capitalize on identified opportunities, ultimately enhancing efficiency, sales, productivity, and delivering exceptional value to customers. This role is based at our Citywest office, Dublin.  

Responsibilities: 

• Lead the Customer Excellence (CEx) team, promoting a culture of co-creation, collaboration, and continuous learning.

• Develop team talent through coaching and mentorship. 

• Drive initiatives in Digital Transformation and Brand Excellence, enhancing efficiency and customer value. 

• Collaborate cross-functionally to implement transformational strategies. 

• Contribute to the affiliate-level strategic roadmap and align CEx initiatives with organizational goals. 

• Improve business impact through critical evaluation of brand strategies. 

• Enhance performance against KPIs and optimize Customer Engagement activities. 

• Train and guide the sales force to improve performance continuously. 

• Stay updated on industry trends to advance customer experience through innovation. 

• Collaborate with Business Technology Solutions to adopt new technologies. 

• Build strong relationships with stakeholders to ensure successful implementation of CEx initiatives. 

• Manage and implement internal tools and processes like Veeva CRM, Sales Incentive Plans, and data dashboards.

• Bachelor's or Master's degree, preferably in digital marketing. 

• Over 10 years of experience in digital, multichannel, or omnichannel strategies. 

• Proven project management skills and successful project delivery record. 

• Strong leadership and team management skills. 

• Strategic thinker capable of translating vision into actionable plans. 

• Strong analytical and problem-solving abilities. 

• Ability to excel in a fast-paced, dynamic environment. 

• Solid understanding of the healthcare sector and commercial aspects. 

• Knowledge of finance principles, CRM, and Sales Force Excellence tools and systems.  

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. 

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

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