Associate Director, HCP CRM Operations & Strategy

Role Summary

The Associate Director, HCP CRM Operations & Strategy is part of the Digital Lab and will be responsible for playing an integral part of the HCP Channel CRM team leading Enterprise Operations – leading and evolving the enterprise platforms used by the HCP marketing teams. This role will provide leadership and support for HCP marketing initiatives, driving digital CRM channel expertise, advancing marketing maturity across the US commercial organization, and evolving CRM platforms with new capabilities, best practices, and operating models. It will also bring expertise to advance Digital Transformation priorities, including developing brand use cases, ensuring privacy/compliance, and identifying future needs for marketing initiatives.

Responsibilities

• Identify, prioritize, and orchestrate strategic CRM/Digital emerging capabilities that fulfill a customer experience need for AbbVie brands.
• Capture learnings and best practices for Brands to utilize when pilots or roll-outs are considered, and socialize these learnings across franchise teams.
• Troubleshoot roadblocks and identify compliant solutions to advance new initiatives.
• Partner with Medical/Regulatory/Legal/Privacy to educate and balance organizational needs with pilots; present capabilities and gather buy-in from senior leadership.
• Understand long-term integration implications and potential to scale as pilots impact existing business systems (e.g., Adobe, Digital Asset Management, Data, Reporting, Marketo, Veeva).
• Work with cross-functional teams to drive integration of key initiatives and identify best practices to gain competitive advantage; develop feasibility and pilot approaches for new CRM/Digital methods.
• Provide input on the marketing technology roadmap and future best practices for annual brand planning and strategy.
• Identify funding needs and communicate through brand planning and capital planning processes.

Qualifications

• Required: Bachelor's degree in Business or Marketing with seven to ten (7-10) years of CRM/Digital experience, including operations and process development.
• Preferred: MBA or equivalent education/experience in Marketing, Business, or related field.
• Prior people management preferred.
• Presence and energy to inspire cross-functional teams in agile environments.
• Proven ability to influence and communicate clearly to stakeholders across all levels.
• Data-driven mindset with entrepreneurial initiative for turning ideas into actionable plans.
• Experience identifying business needs and launching new capabilities within an organization.
• Strong track record of managing multiple, complex projects with internal and external stakeholders.
• Extensive project management skills and strong follow-through across the project lifecycle.
• Experience with end-to-end planning/executing multi-channel digital marketing/CRM programs (websites, email, mobile, SEO/SEM, social, etc.).
• Experience with Digital 1:1/CRM vehicles, data capture techniques, and privacy terms.
• Expertise in descriptive and predictive analytics for personalized 1:1 marketing across the customer lifecycle.
• Strong experience with enterprise CRM/Database/ESP platforms in an operational capacity.
• Familiarity with multichannel/digital marketing tools and vendors; experience with Veeva/Marketo preferred.
• Experience in pharmaceuticals or other highly regulated industries is preferred but not required for exceptional candidates.

Skills

• Independent initiative and ability to lead without day-to-day supervision
• Strong presentation skills for non-technical audiences
• Prioritization and ability to manage competing deadlines
• Collaborative, influential, and able to guide cross-functional stakeholders
• Advanced digital marketing platform knowledge (CRM, email marketing, marketing cloud)
• Understanding of agency operations, scope of work, and timelines
• Analytical mindset with strong inference of learnings
• Excellent verbal and written communication
• Attention to detail and strong execution
• Project management proficiency with tools (Excel, Visio, MS Project, PowerPoint)

Education

• Bachelor‚Äôs degree in Business or Marketing
• MBA or equivalent education/experience (preferred)