Customer Experience (Omnichannel) Lead in Dublin, Ireland

Company Description

AbbVie’s mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people’s lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X (https://twitter.com/abbvieireland) , Facebook, Instagram (https://www.instagram.com/abbvieireland/) , YouTube LinkedIn and Tik Tok (https://www.tiktok.com/@abbvie) .

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 is aligned with customer needs and organizational objectives. This position reports directly to the Customer Excellence Director. The position 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 comprehensive content calendar ensuring alignment with the needs and preferences of healthcare professionals, payers and patients.

• Translate journey insights into actionable strategies that drive measurable outcomes.

• Develop, maintain and train teams on end-to-end customer journey maps, identifying key touchpoints, pain points and opportunities for engagement across digital and in person 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 to create targeted, personalized engagements.

• Ensure integration of digital and in-field interactions to provide a cohesive and value driven customer experience.

• Expertise in linking web platforms to broader omnichannel strategies and campaigns.

• Collaborate with data and insights team to guide omnichannel efforts and customer journey improvements using predictive analytics and segmentation.

• Training teams on customer journey mapping tools and omnichannel best practices.

• Partner with Business Technology Solutions team to evaluate and implement new technologies that enhance omnichannel capabilities.

Qualifications

• Bachelor’s degree in business, Marketing, Life Sciences or a related field (Master’s degree desired)

• Minimum 8 years of experience in omnichannel strategy, customer journey mapping, or digital marketing, ideally within the Pharmaceutical or healthcare industry

• Proven ability to design and implement customer experience frameworks, journey maps.

• Deep understanding of content strategy, including planning, creation and distribution.

• Expertise in working with CRM systems (e.g. Veeva, Salesforce) and marketing automated tools.

• Strong understanding of data analytics, segmentation and customer insights.

• Expertise in customer journey mapping methodologies and customer experience design.

• Strategic mindset with the ability to translate customer insights into actionable strategies

• Excellent project management and organizational skills, with experience in managing multiple priorities.

• Strong understanding of digital tools and their role in delivering omnichannel strategies

• Knowledge of compliance and regulatory requirements in pharmaceutical customer engagement

• Experience in people management preferred

Additional Information

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.

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