Senior Campaign Operations Project Manager

Role Summary

The Senior Campaign Operations Project Manager is part of the AbbVie Digital Lab team and leads the day-to-day management, execution, and delivery of CRM projects across AbbVie’s Patient-supported brands. This role focuses on tactical execution of the campaign roadmap through its entire lifecycle to increase performance and efficiency, supporting cross-functional teams and agency partners across email, SMS, and direct mail campaigns.

Responsibilities

• Responsible for day-to-day management and oversight of highly complex brand CRM engagements including developing project plans, creating status reports, conducting weekly status meetings, and coordinating with 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.
• Lead and manage junior team members’ day-to-day work and perform QA of their programs.
• Proactively manage workload and seek opportunities to improve brand campaigns by reviewing performance, identifying optimization opportunities, and communicating them to the marketing team.
• Develop and maintain project documents, timelines, proofing checklists, and status reports; monitor all work in progress, identify risks, and mitigate issues.
• Partner with cross-functional/agency teams 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; pursue standardization, automation, and process improvements to deliver faster, better, cheaper results year over year.
• Prepare quarterly campaign audits and campaign performance SLAs and review with CRM leadership.
• Identify issues with cross-functional and agency partners, determine root causes, and recommend corrective actions.
• Monitor campaign performance and provide recommendations to increase engagement.
• Own and manage the planning process with brands, internal cross-functional teams, and agency partners; conduct check-ins to track activity and allocate resources accordingly.
• Stay current on 1:1 marketing and email industry best practices and new technology; provide recommendations to leadership on applying them at AbbVie.
• Prepare clear communications and conduct quarterly business reviews with brand and omnichannel leaders.

Qualifications

• Bachelor’s degree in business or marketing or equivalent experience
• 5–8 years of experience in Database Marketing, CRM, Email, Digital, Direct Mail, 1:1 marketing
• Minimum of 5 years of hands-on work experience in client service, account or response management discipline
• Expert level understanding of managing requirements gathering for omnichannel marketing campaign processes across channels including email, SMS, web, social, direct mail, and paid media
• Digital marketing or interactive agency experience is a plus
• Demonstrated ability to lead and manage multiple projects simultaneously in a fast-paced environment; ability to prioritize and meet delivery dates
• Proven ability to work across an organization to get things done; strong written, verbal, and interpersonal communication skills with both business and technical stakeholders
• Analytical ability to identify optimization opportunities and resolve/clarify program-related issues
• Enthusiastic, solution-oriented attitude in taking on new challenges
• Proficiency with Microsoft Office (Word, Excel, PowerPoint, Outlook)
• Ability to work independently without day-to-day supervision

Skills

• Leadership and people management, including mentoring junior team members
• Omnichannel campaign planning and execution
• Stakeholder management and cross-functional collaboration
• Project management, scheduling, and risk mitigation
• Campaign analytics and performance optimization
• Effective communication and documentation
• Knowledge of 1:1 marketing and email industry best practices

Education

• Bachelor’s degree in business or marketing or equivalent experience