Customer Experience Director

4 weeks ago

Helsinki, Uusimaa, Finland AbbVie Full time
About the Role

We are seeking a highly skilled and experienced professional to lead our Customer Excellence team and drive business growth through strategic initiatives. As a key member of our Affiliate Management Team, you will be responsible for developing and executing a comprehensive strategic roadmap that aligns with our organization's overall direction.

Key Responsibilities
  1. Lead and manage the Customer Excellence team, providing guidance and mentorship to ensure successful implementation of cross-functional initiatives.
  2. Contribute to the development and execution of the affiliate-level strategic roadmap, aligning Customer Excellence initiatives with the overall strategic direction of the organization.
  3. Drive Advanced Customer Experience through key pillars, including In-Field Team Excellence, Brand Excellence, Digital Transformation, and Winning with Data.
  4. Improve the effectiveness of our Customer Engagement model through competency building, process improvement, and tool implementation.
  5. Develop insights for Brand Teams and business stakeholders through market research and business analytics.
  6. Collaborate with Area and International Customer Excellence teams to ensure global initiative understanding and affiliate needs communication.
  7. Build strong relationships with cross-functional colleagues to identify opportunities and projects that deliver increased efficiency, sales, productivity, and value to customers.
Requirements

We are looking for a talented individual with a strong track record of success in leading customer experience, business excellence, or related areas. The ideal candidate will possess:

  1. Master's degree or equivalent professional experience.
  2. Proven experience in leading customer experience, business excellence, or related areas.
  3. Solid knowledge of the broader healthcare environment and strong business acumen.
  4. Strong understanding of data-driven decision making and digital transformation strategies.
  5. Excellent project management skills, with a track record of successful project delivery.
  6. Exceptional leadership and team management abilities.
  7. Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels of the organization.
  8. Strong analytical and problem-solving skills.
  9. Ability to thrive in a fast-paced, dynamic environment.
  10. English language proficiency verbally and in writing.
About AbbVie

AbbVie is a global pharmaceutical company that develops treatments for serious diseases, with a focus on immunological and neurological diseases, oncology and hematology, and eye diseases. Our aim is to improve the quality of life of people living with serious illnesses. We want to be the best and most interesting workplace in the pharmaceutical industry.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion.

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