Customer Engagement Manager

Customer Engagement Manager / Pharmaceutical Division

Mexico City

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of .
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

We are committed to bringing the benefits of our trusted medicines to more people in the world's fastest-growing countries. Our broad portfolio of high-quality and differentiated branded generic medicines reaches across multiple therapeutic areas including gastroenterology, women's health, cardiometabolic, pain management/central nervous system, and respiratory.

The Customer Engagement Manager will drive Customer Engagement and Customer Experience initiatives focusing on HCPs by creating and optimizing digital strategies aligned with business objectives and reaching customers with an integrated communication: Digital channels, Field Force, offline, PA, etc having in mind an Omnichannel approach and partnering with Region and Global team Engage.

He/she will be accountable for the flawless execution of Digital Strategies aligned with local brands and MLR framework. He/she will also be the advisor for Brand Managers on best practices in digital channels.

What You'll Do:

• Accountable for the development and execution of innovative Digital Strategies, ENGAGE Project within a CX framework and Tactics for the market, initiator of new opportunities to reach customers in different or new channels, aligned with Pharma regulation to enable customer engagement and create a positive and differentiated Value impact on the business
• Accountable for tailoring (localizing) global / regional strategies, tactical programs, and TA-specific customer experiences to meet local market needs. New channels activation based on Brand needs & outcome.
• Create and co-create with marketing customer journeys to improve engagement aligned with customer preference and business/brands needs for each segment: HCPs, Patients, Payers, Pharmacists- Optimization based on Marketing Strategy, bonding ladder (global approved framework) and CX, he/she will supports the creation of NBA (Next Best Action)
• Strategic thinking for content development to be use across different channels with and Omnichannel perspective. Content for the right customer, in the right channel at the right time. Define and design new customer engagement channel activation based on CX (avoid HCPs saturation by Brands)
• New customer acquisition strategy - Data collection and validation for HCPs (including third party) - Consent / collection (non-visited)
• Manage the team (two direct reports) and career development for them

Required Qualifications

• Education: Bachelor's degree
• Advanced English
• Years of experience, both overall and any industry-specific experience needed: 5 - 7 years of Digital Marketing experience in Pharma Industry preferred
• Expertise in channel mix and Customer Experience strategies. Clear understanding and benefit of each channel usage and business effectiveness based in Customer engagement with content and platforms.
• Knowledge about SEO/SEM/Social Media management. Reading, interpreting and reacting to digital analytics dashboards – ie Google Analytics, Facebook.
• A strong, proven record of taking ownership of driving results is also required.
• Experience in management of Marketing Cloud platforms: Salesforce, Adobe and CRM
• Knowledge of CMS platforms: Wordpress, AEM, etc
• Experience in digital communications platforms Facebook, Instagram, YouTube, Blogs, Google Analytics, eMail Admin.
• Excellent project management skills, including planning and prioritization and budget management expertise.
• Excellent written, presentation and verbal communication skills – Spanish and English
• Expertise in digital media, formats, and usage: Images, video, infographics, websites, and the differences among them.

Apply Now

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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