CRM Transformation Director, AI Marketing & 1:1 Omnichannel
Overview
Lead the vision, strategy, and roadmap for CRM transformation at AbbVie, driving AI-enabled 1:1 omnichannel marketing for US Commercial. Direct a team of Associate Directors, orchestrating personalized customer experiences across web, email, SMS, and more. Champion AI integration into marketing automation platforms to deliver smarter, faster customer interactions. Partner with senior leaders and cross-functional teams to define enterprise journeys and optimize performance. This role shapes the future of personalized healthcare marketing at scale.
What You'll Do8
- 1Define and drive the CRM transformation roadmap for US Commercial, integrating AI capabilities into 1:1 omnichannel marketing.
- 2Lead and coach a team of Associate Directors, fostering a high-performing culture focused on enterprise operations and marketing automation.
- 3Identify and implement enterprise approaches to advance CRM omnichannel capabilities, building business cases and securing executive sponsorship.
- 4Drive AI-driven personalization by exploring emerging opportunities in 1:1 marketing and connected consumer ecosystems.
- 5Collaborate with leadership across agencies, brand teams, media, analytics, and BTS to align on strategic priorities.
- 6Manage team capacity, prioritizing high-impact projects and conducting quarterly business reviews with US Commercial executives.
- 7Standardize best practices across HCP, consumer, and patient services groups, documenting and socializing differences in approach.
- 8Oversee vendor selection, delivering cost-effective solutions while maintaining high value for internal customers.
Requirements8
- 115+ years in CRM and 1:1 marketing, with 5+ years in the pharmaceutical industry preferred.
- 2Bachelor's degree required; MBA preferred.
- 3Proven track record leading teams that execute end-to-end omnichannel CRM programs across web, email, SMS, and direct mail.
- 4Executive presence to collaborate with senior leaders and influence cross-functional stakeholders.
- 5Strong analytical skills to measure and optimize campaign performance, using a test-and-learn approach.
- 6Exceptional knowledge of digital marketing platforms, including Marketing Cloud, CRM systems, and email marketing best practices.
- 7Ability to manage complex projects with tools like Excel, Visio, MS Project, and PowerPoint.
- 8Excellent verbal and written communication skills, with attention to detail and follow-through.
Salary Insight
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