Area Customer Excellence Director, Intercontinental

Role Summary

The Area Customer Excellence Director, Intercontinental is a key member of the Intercontinental Area Team, reporting to the Vice-President for Commercial for Intercontinental. This role leads Customer Excellence transformation across Intercontinental in collaboration with BTS, Global CEX, and cross-functional teams, and coordinates annual plan requirements in line with commercial priorities. The director identifies affiliate needs and challenges, prioritizes solutions with Global CEX, and drives key strategic area initiatives in alignment with senior leadership. The position also leads the Area CEX team and represents Intercontinental in Global CEX to shape capability needs for the FutureFit 2.0 plan.

Responsibilities

• Planning
  • Guide the area CEx teams to identify and archetype affiliates categorizing in what is “full or light” for CEX capabilities.
  • Ensure no creation or duplicates of tools or initiatives in affiliates outside the annual Global plan. Any good innovation to be elevated up for decision.
  • Ensuring a successful co-creation process between Global Areas and Affiliates.
• Implementation
  • Coordinate and support affiliate CEX leads in implementing aligned CEX tools and capabilities.
  • Ensure annual plan is implemented timely by mobilizing the required resources.
  • Ensure CEx transformation prioritized and focused on the key capabilities and affiliates.
  • Ensuring the capabilities are implemented in key affiliates to support organizational business goals.
• Measure
  • Measure implementation timeliness
  • Measure impact and success of the CEx capabilities
  • Track and report on transformation progress to leaders in the country, Area and global on monthly basis

Qualifications

• Bachelor's degree required; MBA highly preferred.
• 5 Years of relevant experience with proven track record of success in senior sales/marketing, customer excellence and/or project management roles
• International / Multicultural experience preferred. Previous experience with LATAM markets highly desired.
• Ability to navigate a matrix environment and to be able to influence without authority.
• Communicate and influence with impact: Strong executive presence. Effective communicator.
• Enterprise-wide mindset: strong cultural astuteness. Able to build a strong network across functions and geographies.
• Able to build Intercon organization, motive and inspire cross functional team by demonstrating model behavior through the AbbVie ways of working.
• Agent of change and advocate of innovation
• Learning Agility. Curiosity to grow and develop. Open to Feedback and Coaching.
• English language proficiency is required. Spanish/Portuguese highly desired