About Allergan Aesthetics At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit www.AllerganAesthetics.com. Customer Experience and Omnichannel Capabilities Lead - IBE - Allergan Aesthetics (Remote - All locations considered) As a critical role to Allergan’s customer-centric vision, you will provide strategic leadership for customer engagement focused in the areas of customer experience through omnichannel strategy and insights. You will be supporting and co-creating the customer strategy, owned and led by ISM Customer Strategy role, and responsible for activation of the strategy, transforming it into actions across the omnichannel ecosystem, to simultaneously enhance the customer experience and drive desired business results. The focus for this role is targeting health care providers (HCPs) and Health Care Organizations (HCOs) to provide innovative solutions for their engagement needs. You will bring a strategic perspective on how to reveal what customers need through an experience lens, exploring customer behaviors and motivations to understand what is needed to ensure that customer experiences are relevant, useful, and meaningful. Leveraging omnichannel knowledge, experience and business acumen, you will translate marketing and business goals into effective, scalable, and customer-centric omnichannel experiences and solutions that yields measurable ROI. Establishing strong partnerships and collaboration with International/Area/Country as well as Cross-functional teams, predominantly ISM and BTS, will be critical for success, to ensure we gain most value from our Customer Engagement ecosystem, including all available channels, to enable better interactions with our external stakeholders and customers and to focus on implementing new approaches, channels, processes and new ways of working. This role will also be accountable for bringing expertise and leadership support to activate and advance the customer omnichannel strategy, including digital transformation key priorities. Specifically, developing new go to market models and maintaining brand experience designs within omnichannel environment, ensuring adherence of customer privacy and compliance practices, as well as identifying and partnering with Analytics teams to develop and utilize sound measurement and reporting, leveraging insights to enhance customer experience. The ideal candidate is a senior leader that is a strategic thinker with business acumen that brings expertise in strategic project management and change management. You will play a key role in outlining and achieving how customers perceive the company while driving higher customer satisfaction, customer retention, new business growth and profitability. KEY DUTIES AND RESPONSIBILITIES: Co-create and drive innovative strategies that deepen our customer understanding, respond to changing customer expectations, capitalize on new opportunities, and deliver great end-to-end customer experience across stages, channels & touchpoints in the customer journey globally, working closely with ISM Customer Strategy Proactively utilize insights from our customers and the competitive landscape to identify innovation opportunities with high organizational impact and drive organizational value optimization, efficiency, and effectiveness across functions through digital, technology and business change, as well as optimal programs, services, and projects to enhance the holistic customer experience Customer-obsessed and comfortable leveraging data, partnerships, and technology to develop personalized solutions that improve the customer experience. Maintain a deep understanding of Brand/ Customer insights, journey and segmentation strategies. Translate brand/company overall strategy into customer experience/engagement plans and co-develop go-to market and omnichannel strategies. Lead programs and projects using innovative, agile, lean and project management tools and techniques Manage the end-to-end process of guiding business stakeholders through workshops & ideation sessions to solve complex customer problems Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience Troubleshoot roadblocks and identify creative and compliant solutions to facilitate forward motion of new initiatives. Partners with vendors and agencies to ensure approaches and requirements for omni-channel tactical plans are understood and interpreted appropriately for quality delivery and execution. Measure and track delivery ROI on identified transformation opportunities for customer experience along with driving continuous process improvement culture across customer experience Interact at executive/senior management level, proactively advocating for solutions and managing the customer escalation process. Identifies trends and insights to optimize spend, performance and ROI, leveraging the Insights and Analytics team to inform the larger Brand team and leadership on the available metrics and data in terms of audience engagement. Provides robust timely proactive and insightful data to drive decision making within existing CRM system. Anticipates business and regulatory/compliance issues and recommends appropriate product, process, and methodological improvements to enhance decision support utilizing analytical tools, agile methods, and distillation of insights across multiple sources. Evaluates emerging technologies and provides thought leadership and perspective for adoption where appropriate. Evaluates emerging digital trends in the post-COVID-19 world, and implements digital engagement strategies in various channels – like telehealth or tele-promotional capabilities Monitor operations and Key Performance Indicators (KPIs) through in-depth analysis of metrics, makes recommendations for optimizations to improve overall performance. Partner with and analytics to manage HCP customer database and data integration across all vendor partners. Internal Change management Qualifications Education and Experience Bachelor’s Degree in business or related field is required. MBA desired. Demonstrated experience in leading the strategy, implementation and delivery of pharmaceutical Customer Relationship Management tools and processes at an International / Global level Significant experience within the pharmaceutical industry, with a broad understanding of the industry across multiple regions Omni-channel, customer journey and digital strategy experience desirable Strong project management skills with proven ability to manage large scale international implementation programs with minimal need for supervision Experience of driving CRM adoption and developing best practice for use in country Essential Skills, Experience, and Competencies Ability to develop strong, effective relationships with key stakeholders, working across multiple countries with different levels of the organisation Demonstrated strong leadership to drive through initiatives achieving buy-in and commitment with all relevant stakeholders at each stage Ability to think strategically, above country, whilst focusing on delivering tangible solutions for countries A creative thinker who looks for alternate, compliant solutions as problems arise, with a customer satisfaction focus Willingness to challenge ‘status quo’ and strive for delivering what’s right for the business Strong communication skills and ability to develop and deliver effective management presentations Experience dealing with ambiguity, and the ability to thrive in a changing environment Strong influencing and change management skills Ensures best in class performance and continuous improvement in all areas Results driven, able to work under pressure, even in uncertain, changing environment; uses good judgment to make effective decisions within appropriate timelines and efficiently manages projects and resources Strong customer service attitude, responds to internal customers’ needs in a timely and courteous manner; identifies opportunities Works effectively in a matrix team environment, able to manage multiple projects making difficult prioritization decisions Availability for frequent travel internationally (~25%) #LI-AP1 Travel No Job Type Experienced Schedule Full-time Job Level Code IC 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. 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.