AbbVie’s mission is to discover and deliver innovative medicines 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, Eye Care, Virology, Women’s health, and Gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube, and LinkedIn.

Purpose

The Area Customer Excellence Director, Intercontinental is a key member of the Intercontinental Area Team, reporting directly to the Vice-President for Commercial for Intercontinental.

This role will be responsible for bringing Customer Excellence (CEx) transformation to successful implementation in collaboration with BTS, Global CEX team, and other cross-functional teams across Intercontinental. The role will lead the annual plan requirements for the brands in collaboration with Intercon Commercial Directors in full alignment with the Intercon commercial priorities. The Area Customer Excellence Director identifies affiliates needs and challenges, while working with global CEx to ensure the adequate prioritization of solutions for Intercontinental affiliates. Additionally, the Area Customer Excellence Director is responsible for leading key strategic area initiatives in alignment with Intercontinental senior leadership and defined priorities.

This role has the responsibility of leading and guiding the Area CEX team, while being the voice of Intercon in the Global CEX team for shaping the capabilities needs according to the FutureFit 2.0 plan.

Key Responsibilities:

Planning

• Guide the area CEx teams to identify and architype affiliates categorizing in what is “full or light” for CEX capabilities.
• Ensure no creation or duplicates of tools or initiatives in affiliates outside the annual Global plan. Any good innovation to be elevated up for decision.
• Ensuring a successful co-creation process between global -Areas and Affiliates

Implementation

• Coordinate and support the affiliate CEX leads to implement aligned CEX tools and capabilities.  
• Ensure annual plan is implemented timely by mobilizing the required resources.
• Ensure CEx transformation prioritized and focused on the key capabilities and affiliates.
• Ensuring the capabilities are implemented in key affiliates to support organizational business goals.

Measure

• Measure implementation timeliness
• Measure impact and success of the CEx capabilities
• Track and report on transformation progress to leaders in the country, Area and global on monthly basis