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Client:
AbbVie
Location:
Dublin, Ireland
Job Category:
Other
EU work permit required:
Yes
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Job Reference:
7e0940f0a7a1
Job Views:
3
Posted:
27.04.2025
Expiry Date:
11.06.2025
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Job Description:
We are recruiting a Customer Experience (Omnichannel) Lead to join our diverse team in Citywest, Dublin. The successful candidate will work with brand teams to design and implement integrated customer engagement strategies to deliver a seamless experience across digital and in-person channels. A key focus of this role will be customer journey mapping and design, ensuring every touchpoint aligns with customer needs and organizational objectives. This position reports directly to the Customer Excellence Director and has one direct report.
Responsibilities:
* Partner with marketing, sales, medical, and Business Technology Solution teams to create and execute integrated, customer-focused campaigns.
* Lead the design and deployment of customer journey maps and a content calendar aligned with healthcare professionals, payers, and patients.
* Translate journey insights into actionable strategies that drive measurable outcomes.
* Develop, maintain, and train teams on customer journey maps, identifying key touchpoints, pain points, and opportunities for engagement across channels.
* Design and oversee a customer-centric content strategy, focusing on delivering the right message at the right time through the right channel.
* Champion a customer-first approach by leveraging data for targeted, personalized engagements.
* Ensure integration of digital and in-field interactions for a cohesive customer experience.
* Link web platforms to broader omnichannel strategies and campaigns.
* Collaborate with data teams to improve omnichannel efforts using analytics and segmentation.
* Train teams on customer journey mapping tools and omnichannel best practices.
* Partner with the Business Technology Solutions team to evaluate and implement new technologies for omnichannel capabilities.
Qualifications:
* Bachelor’s degree in Business, Marketing, Life Sciences, or related field (Master’s preferred).
* At least 8 years of experience in omnichannel strategy, customer journey mapping, or digital marketing, preferably in pharmaceuticals or healthcare.
* Proven ability to design and implement customer experience frameworks and journey maps.
* Deep knowledge of content strategy, including planning, creation, and distribution.
* Experience with CRM systems (e.g., Veeva, Salesforce) and marketing automation tools.
* Strong understanding of data analytics, segmentation, and customer insights.
* Expertise in customer journey methodologies and experience design.
* Strategic thinking with the ability to translate insights into strategies.
* Excellent project management and organizational skills.
* Knowledge of digital tools and their role in omnichannel strategies.
* Understanding of compliance and regulatory requirements in pharmaceutical engagement.
* People management experience is a plus.
Additional Information:
AbbVie is an equal opportunity employer committed to integrity, innovation, and community service. For more info, visit here. Applicants seeking accommodations can find details here.
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