CONTENT & ORCHESTRATION EXCELLENCE role reporting to the Omnichannel Strategy Manager in the Customer Excellence department of Abbvie, implementing a significant Advance Customer Experience (ACE) project.
Responsibilities Lead omnichannel content and customer journey orchestration excellence at Abbvie.
Define quality standards for content generation and channel orchestration excellence through multiple omnichannel interactions (current channel ecosystem or future channels).
Work closely with the marketing and sales teams to ensure that the customer experience (CX) is consistent and satisfactory at all touchpoints, identifying opportunities for improvement and partnering with Business Technology Solutions (BTS) to adopt and influence solutions when required.
Develop and execute content strategy and channel orchestration plan that supports business objectives and enhances the CX, according to the overall ACE (Advanced Customer Experience) implementation roadmap.
Monitor and analyze the performance of contents and customer journeys, making recommendations to improve effectiveness.
Generating regular reports and communicating.
Develop competencies in Brand Teams (BTs) as well as cross departments in content generation and channel orchestration areas, partnering with the Learning team.
Responsible for the operating model of the channels included in the AbbVie Channel Ecosystem and encouraging the BTs on their orchestration.
Responsible for content industrialization program across brands seeking efficiencies in quality, cost & timings (Digital Operations).
Responsible for the content end-to-end processes, including approval process definition with Med/Reg (Medical and Regulatory), under the Content Authoring Program.
Develop and execute marketing automation plan.
Support the BTs in the creation of omnichannel orchestration campaigns that drive engagement.
Define Customer Journey creation process with cross-functional departments.
Monitor customer journey performance and data-driven decision making.
Reporting and communication.
Develop and implement a content strategy roadmap specifically tailored to affiliate Brand Team needs.
Oversee the creation and optimization of digital content.
Support BTs in adhering content to MLOR process.
Reporting and communicating insights and recommendations.
Requirements Bachelor's degree in Marketing, Communications, Business, Technology or related field.
5+ years relevant experience in Digital Marketing and CX, either in Consulting, Creative agencies or Multinational companies with proven abilities in omnichannel content management and customer journeys.
Knowledge of the Pharma environment is appreciated.
Deep knowledge of customer experience and marketing automation.
Advisable knowledge on platforms Sales Force Marketing Cloud and Adobe Experience Manager.
Advisable knowledge on content review platforms (e.g.
Veeva Vault).
Excellent communication skills at all levels, with peers and senior leaders.
Excellent oral and written English skills.
Ability to work in a team, collaborating with an open mind and transparency to achieve common goals.
Strong analytical skills and ability to make data-driven decisions.
Project management skills needed.
Ability to analyze business requirements and translate them into content solutions to support an Advanced Customer Experience.
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