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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.
The position will work closely with assigned cross-functional teams to help guide MCM maturity while integrating journey orchestration, customer profiles, personalization, data science capabilities, and measurement across online and offline channels with tailored content. They will partner with members of our BTS organization to support the evolution of marketing automation technologies and the customer data platform to deliver the processes, tools and operating model that enables us to deliver and optimize our engagements with our customers.
The incumbent will be based in Montreal and will report into the Lead, OmniChannel Orchestration
Key responsibilities:
As a key contributor and in collaboration with the Canadian ACE team members:
• Act as an ACE Ambassador, inspiring and motivating all stakeholders towards a shared purpose and vision
• Contribute to the affiliate Advanced Customer Experience (ACE) strategy & roadmap
• Champion assigned multi-channel management (MCM) capability initiatives serving as the CEx point of contact between the local cross-functional and global ACE capabilities teams
• Identify, recommend and adhere to the local operating models for adopting and embedding new ways of working within the enablement and executional ACE activities
• Inform “best practice and sharing” platforms to share leading practices across the organization with ACE capability teams; contribute to collaborative efforts
• Identify and share knowledge/skill gaps as an input to the ACE learning & change management plan; contribute to efforts addressing those gaps
• Optimize development and utilization of metrics/value measurements for omni-channel initiatives with comparative impact of content & channel usage as well as journey outcomes as assigned
More specifically as a strategic partner to assigned business functions/teams:
• Inform and reinforce ACE strategic priorities within brand/functional plans
• Provide guidance and support on improving multi-channel management (MCM) maturity through appropriate content generation and channel expansion, leveraging customer segments, insights and communication preferences, and development of appropriate customer journeys within an omni-channel orchestration plan
• Work closely with Commercial, Medical, Patient Experience, BTS and Customer Excellence teams to ensure the enablement, sustainability, and evolution of integrated cross functional customer experience flows as maturity develops, in collaboration with AbbVie Global
• Provide guided expertise in developing, rolling out and maintaining their multi-channel/omni-channel strategic and tactical plans, including specific customer journey/campaign activities leveraging the ACE ecosystem of capabilities.
• Reinforce high quality data capture of customer data (such as consent, segmentation, preferences, adoption ladder, interactions etc,)
• Provide support for teams to analyze data, observe trends, and report and evaluate the success of initiatives/channels, with assigned teams
• Engage and collaborate closely with key internal stakeholders (Commercial, Medical, BTS, CEx, Patient Experience, Advertising) to effectively move forward local multi-channel and digital technology initiatives
Education/Experience Required:
• 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.
o Experience with driving advanced capabilities preferably in the commercial area
o 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 two years)
o Experience with the development of multi-channel campaigns with digital technologies including (mass or rep-triggered e-mails, interactive visual-aids, Veeva Engage and virtual engagement) (Minimum of two years)
o Experience with leveraging advanced analytics for optimizing programs & driving results (Minimum of two years)
o 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.).
• Must be at ease with technology (the use of various tools/systems to perform day-to-day tasks and virtual interactions).
Key leadership competencies: Track record of successfully driving change and delivering results.
• Work in a high-performing matrix organization.
• Proven self-management; able to manage workload, set priorities and adjust as needed.
• Demonstrate leading/inspiring change with positive outcomes by achieving results through people with no direct line management responsibility.
• Ability to influence and establish new operating models and ways of working in line with strategic priorities
• Excellent interpersonal, communication, and relationship building skills.
• Resourceful and creative — must bring fresh insights to a dynamic business environment.
• Ability to establish mutually productive and positive and collaborative relationships with internal stakeholders.
• Strong analytical skills.
AbbVie 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.
