The role of Associate Director, Multi-Channel Customer Analytics at AbbVie is to design, build and deliver measurement and reporting to demonstrate the impact of digital, CRM and social customer experiences across audiences (which may include consumers, physicians and/or payors. This role is part of a critical business transformation that will position AbbVie as a leader in the area of customer experiences. This individual will have skills in delivering insightful digital/CRM/social reporting and analytics in order to build actionable insights and recommendations to position AbbVie as best in class in customer experiences.
Responsible for analytic leadership of digital / multi-channel performance metrics and demonstration of business impact.
Identify and aggressively pursue opportunities to increase the effectiveness and/or efficiency of the integrated digital/multi-channel customer experience primarily through the use of analytics and reporting capabilities leveraging a variety of information and supplier resources.
Deliver campaign optimization recommendations using insights and analytics.Lead cross-functional collaboration with insights, analytics and customer experience/media teams to deliver social media measurement approach. Design learning plans, analytics, and measurement framework to identify business impact and deliver actionable insights.
Serves as key advisor to commercial capabilities, analytics and marketing teams in visualization to help the analytics and marketing teams develop the story being told with the data.Lead the organizational change effort to develop the capabilities to drive the optimal tactical effectiveness of digital/ multi-channel marketing investments
Drive advanced analytics for multi-channel impact measurement such as integration of patient and physician level data with customer experience data - in order to measure long term impact of individual channels (Digital, Social, CRM, etc) and cross channel experiences.
Lead Adobe analytics capabilities solutions in order to fuel digital transformation pilots, such as A/B testing, Personalization, Audience Management, and Trigger development.
Bachelor's Degree in Business, Marketing or Economics required
Bachelor's Degree in Business, Marketing or Economics required Background
10 years demonstrated experience in analytics or execution of multi-channel marketing (CRM, Digital, Social) Adobe Analytics experience preferred
10 years of experience identifying and outlining key campaign metrics and building campaign proformas/measurement plans/marketing analytics.
10 years of managing / working with multiple and diverse data sets for analytics
10 years in advanced analytics / modeling techniques for marketing optimization
1-2 Years managing direct reports (must have experience managing FTE preferred
Experience navigating the matrix environment in a large company, including effective communication and influence skills
Ability to deliver actionable insights and recommendations by combining data/analytics with research and business trends
Advanced understanding of segmentation / audience development for use in testing and personalization
DMP Audience development/measurement
Demonstrated experience in digital measurement, (Adobe experience preferred)