About AbbVie 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 its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn. In line with the strategy of Abbvie France, the brand teams, and in coordination with the global teams, the Customer Excellence Partner & digital transformation lead acts as a proactive change agent to support the Abbvie France transformation towards omni-channel customer engagement. In the Customer Excellence function and under the Capabilities and brand excellence lead, the Customer Excellence Partner & digital transformation Customer Engagement lead will be in charge: As a Customer Excellence Partner, the mission is to support brand & in-field teams developing and mastering leading practices around the 5 Future fit capabilities (Brand Excellence, In-Field Excellence, Patient Experience, Customer Experience Digital transformation & Winning with data) to serve the customers & patients. Understand the brand, therapeutical area & customers to anticipate trends, address the strategic challenges and support proactively brand team and in-field. Ensure the adherence of the brand team regarding the 5 Future fit capabilities: Brand Excellence: Deploy the Customer orientation and robust Customer Experience (HCP, Patients…) within AbbVie’s Brand Excellence framework In-Field Excellence: Propelling our In-Field team effectiveness Patient Experience: Reconnecting patients to care Customer Engagement: Accelerating Customer engagement model including insights management, operating model and omnichannel dimension with digital part Winning with data: Around customer engagement, deploy a methodology to systematically include relevant data collection for customer knowledge and to evaluate the impact of actions Support brand teams in special project management relative to the 5 Future fit capabilities Ensure coordination with the other capability leads to serving the brand team with the expert of the Future fit capability As the Customer Engagement lead, and expert of business & digital transformation & customer engagement, the mission is to develop the customer experience with strong digital component of the affiliate around content, channel, customer, competencies & operating model to ensure the performance of our customer engagement model. Ensure a shared vision of the Customer Engagement transformation Reinforce the customer-centric vision Support the Omnichannel Customer Engagement roadmap within the French affiliate Contribute proactively to the design and implementation of the transformation roadmap. Transform the business Explore customer needs Design and implement customer engagement models Supporting by data, build unified HCP profile to drive personalized customer experience Create impact with proven approaches (insight & analytics management, go-to market model, customer engagement, digital solution, business model…) Enable transformation Ensure development of digital/customer engagement leading practices within the French affiliate Transform mindsets and build digital transformation capability in coordination with other Future fit capabilities as brand excellence, in-field excellence, winning with data. Develop cross-functional and inter CEX collaboration to support brands Develop and implement content strategy, process, and systems optimized for digital channels. Increase channel adoption and integrate new channels Ensure the alignment with global regarding digital transformation capability Shape the digital transformation capability fitting with the local environment Ensure compliance with internal procedures, Ethics & Compliance and, transparency, regulations in force, and tools provided by the company in managing and implementing digital projects. Ensure expertise and sharing of best practices, support and advise internal stakeholders, provide solutions in the management and execution of their operations, and propose areas of improvement to improve efficiency Qualifications Bachelor’s degree or equivalent Proven track record: achieved strong business results, successfully managed significant change… Relevant expertise with proven track record of success in customer and/or business excellence/SFE and project management roles Ability to communicate strategy into implementation tactics Ability to analyze data to leverage market insight from internal and external sources into powerful insights Solid knowledge of the broader healthcare environment and knowledge of commercial aspects. Solid knowledge in Marketing, Customer Engagement, and/ or SalesForce Excellence tools and systems English language proficiency verbally and in writing (for all non-English speaking countries) Required qualities: Business orientation Customer orientation Strategic thinking Ability to analyze and synthesize Ability to influence Relational skills Organizational skills Rigor Project management Imagination and creativity Innovation management Curiosity of mind Ability to identify business opportunities Ability to motivate, convince, build consensus Experience in the management of complex and cross-disciplinary projects Travel No Job Type Experienced Schedule Full-time Job Level Code IC Equal Employment Opportunity At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis 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, protected veteran status, or any other legally protected characteristic.