CEX Manager develops and implements strategies to improve customer experience across all AbbVie TAs. Monitors suggest, and adapts tactics, aimed to improve business and planning processes across all brands and departments, placing the patient at the center of any efforts and operating withing AbbVie business code of conduct, policies and all applicable laws and regulations.

• Develop, integrate and execute customer excellence pillars across Commercial and Medical Operations to improve business and strategics planning processes and improve general business performance, with primary focus on IFT Excellence, Brand Excellence and EPE; but support other CEX pillars (digital transformation, data & analytics)
• Collaborate with cross-functional teams to identify each TA needs, business priorities and expectations, and ensure that they are met or exceeded.
• Lead and implement Customer Playbook across all TAs and across AHA: Customer mapping, segmentations and profiling
• Develop and implement customer experience improvement initiatives, including training programs, process enhancements, and customer engagement activities.
• Lead key projects and liaise cross-functionally to identify opportunities and projects that deliver increased efficiency, product sales, productivity and/or value to brands and customers.
• Implement processes to monitor and measure customer KPIs and identify areas for improvement.
• Implement and drive effective Affiliate sales incentive models, prepare quarterly SIP files, and implement required approvals.
• Train sales force and other appropriate in-field/office-based roles on concepts, processes, methodology, and benefits of state innovative systems (i.e.SFE, CRM, Dashboards, SIP process, etc.) to continuously improve performance.
• Implement Advance Customer Experience (ACE) capabilities and strategy while maintaining existing capabilities.
• Drive primary/secondary market research efforts to support Commercial Operations teams to achieve higher marketing and sales impact.
• Review and critically evaluate Brand Planning process to improve business impact of brand strategy and tactics; plan and coordinate timelines/date commitments for LRP, NNLRP, s&, OP, etc.
• Develop, lead and coach direct reports. (if applicable)
• Lead Future Fit implementation to achieve excellence.
• Other duties as assigned by manager.