Consumer CRM Campaign Operations Project Manager

Role Summary

The Consumer CRM Campaign Operations Project Manager is part of the AbbVie Digital Lab team and will be responsible for playing an integral part of the Consumer CRM team to drive day-to-day management, execution, and delivery of CRM projects across AbbVie’s consumer commercial brands. The Project Manager leads a key franchise group (e.g., Oncology) and marketing initiatives, supporting cross-functional team members and agency partners to align and execute on email, SMS, and direct mail campaigns. This role focuses on tactical execution of the campaign roadmap through its entire lifecycle to increase performance and efficiency.

Responsibilities

• Responsible for day-to-day management and oversight of medium-high complex brand CRM engagements including developing project plans, creating status reports, conducting weekly status meetings, following up / communicating with all stakeholders to ensure on-time, flawless execution of brand CRM programs.
• Learn the business for the respective therapeutic areas/brands
• Effectively work with multiple departments and agencies throughout project development and implementation to keep projects on time and ensure all requirements are met.
• Proactively manage workload and continuously look for ways to improve brand campaigns to meet brands' objectives and goals by reviewing campaign performance, identifying optimization opportunities, and communicating them to the marketing team.
• Develop and maintain project documents, timelines, proofing checklists and status reports. Possess minute-by-minute knowledge of all work in progress, identify risks and ways to mitigate issues.
• Partner with cross functional / agency teams to create processes to capture requirements, gain approvals, document metadata, and verify data elements needed to execute campaigns.
• Document change requests, notify the team, and understand timeline implications. Seek standardization, automation, and process improvement wherever possible to deliver on vision for the team of faster, better, cheaper year over year.
• Prepare quarterly campaign audits and campaign performance SLAs and review with CRM leadership
• Identify any issues or concerns, the team has with cross functional and agency partners. Identify issues, identify root cause, and recommend corrective action where necessary
• Monitors campaign performance and proactively provide recommendations to drive an increase in engagement.
• Participate in the planning process with brands, internal cross functional teams, and their respective agency partners. Maintain check-ins with each team to track actual campaign activity and manage resources accordingly.
• Prepares well-organized, clear, and concise communications and sets clear expectations. Creates quarterly business reviews with brand and omnichannel leaders

Qualifications

• Bachelor’s Degree in Business or Marketing or equivalent experience
• 3-5 years of experience of Database Marketing, CRM, Email, Digital, Direct Mail, 1:1 marketing experience
• Minimum of 3 years of hands-on work experience in client service, account or response management discipline
• Digital marketing or interactive agency experience is a plus
• Ability to lead multiple projects simultaneously in a fast-paced, dynamic environment
• Excellent written, verbal, and interpersonal communication skills to effectively work with team members
• Analytical ability to identify optimization opportunities and program related issues
• Enthusiastic, solution-oriented attitude in accepting work/new challenges
• Excellent knowledge of Microsoft Office Software: Word, Excel, PowerPoint, and Outlook
• Knowledge of current marketing automation and email delivery technologies, and familiarity with how the digital ecosystem is evolving
• In-depth knowledge and experience with Salesforce Marketing Cloud or equivalent enterprise marketing automation platforms such as Adobe Marketo, Adobe Campaign, or Unica
• Experience implementing CRM best practices
• Proven track record of launching successful email campaigns and/or consumer programs

Skills

• Project management and cross-functional collaboration
• Campaign planning and lifecycle management
• Data elements and metadata documentation
• Change management and process improvement
• Campaign performance analysis and optimization
• Communication and stakeholder management