Area Customer Excellence Director, Intercontinental
AbbVieWant to see how your resume matches up to this job? A free trial of our JobsAI will help! With over 2,000 biopharma executives loving it, we think you will too! Try it now — JobsAI.
Role Summary
The Area Customer Excellence Director, Intercontinental is a key member of the Intercontinental Area Team, reporting directly to the Vice-President for Commercial for Intercontinental. This role leads Customer Excellence (CEx) transformation in collaboration with BTS, Global CEX, and cross-functional teams across Intercontinental. It guides annual plan requirements for brands in alignment with Intercon priorities and identifies affiliate needs, prioritizing solutions with Global CEx. The role also leads strategic area initiatives in alignment with senior leadership and serves as the voice of Intercon in the Global CEX team to shape capabilities according to FutureFit 2.0.
Responsibilities
- Planning
- Guide area CEx teams to identify and archetype affiliates categorized as “full or light” for CEX capabilities.
- Prevent duplication of tools or initiatives outside the annual Global plan; elevate good innovations for decision.
- Ensure a successful co-creation process between global - Areas and Affiliates.
- Implementation
- Coordinate and support affiliate CEX leads to implement aligned CEX tools and capabilities.
- Ensure annual plan is implemented timely by mobilizing required resources.
- Prioritize CEx transformation to focus on key capabilities and affiliates.
- Implement capabilities in key affiliates to support organizational business goals.
- Measure
- Measure implementation timeliness
- Measure impact and success of CEx capabilities
- Track and report transformation progress to leaders at country, Area, and global levels monthly.
Qualifications
- Bachelor's degree required; MBA highly preferred.
- 5 years of relevant experience with a proven track record in senior sales/marketing, customer excellence, and/or project management roles
- International / Multicultural experience preferred; LATAM market experience highly desired.
- Ability to navigate a matrix environment and influence without authority.
- Effective communicator with strong executive presence.
- Enterprise-wide mindset with cultural astuteness; ability to build a strong network across functions and geographies.
- Ability to build and motivate cross-functional teams in line with AbbVie values.
- Agent of change and advocate of innovation.
- Learning agility; open to feedback and coaching.
- English proficiency required; Spanish/Portuguese highly desired.
Skills
- Strategic planning and program management
- Stakeholder management and cross-functional collaboration
- Change management and innovation advocacy
- Performance measurement and data-driven decision making
Education
- Bachelor's degree; MBA preferred.