Omnichannel Engagement Campaign Manager

Company Description

AbbVie a pour mission de découvrir et d’offrir des solutions et des médicaments novateurs pour répondre à des besoins importants en matière de santé aujourd’hui et relever les défis médicaux de demain. Elle met tout en œuvre afin d’avoir un impact remarquable sur la vie des gens dans divers secteurs thérapeutiques clés, dont l’immunologie, l’oncologie, les neurosciences et les soins oculaires, de même que dans le domaine de l’esthétique par le truchement des produits et services d’Allergan Esthétique. Pour en savoir plus sur AbbVie, visitez le site www.abbvie.com. Suivez la société @abbvie sur Twitter, Facebook, Instagram, YouTube et LinkedIn.

Job Description

Joining AbbVie means, you will be part of a team of outstanding professionals dedicated to making a remarkable impact on patients’ lives. At AbbVie, we conduct ground-breaking science on a global scale every day. AbbVie Canada is one of the Best Workplaces in Canada.

When choosing your career path, choose to be remarkable.

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 multiple others.

At AbbVie, as we advance our customer engagement model in our local organization, we are looking for talent to join our Canadian affiliate to support the affiliate activation of our ACE (Advanced Customer Experience) transformation.

ACE is a significant business transformation which accelerates our customer-centric HCP engagement approach. Empowering our front-line in-field and brand teams with robust insights, through harnessing the power of data to optimize decisions and help us address key business questions. Transforming the customers experience and maximizing our impact and value with our HCPs.

Position Summary:

We are seeking an experienced Omnichannel Engagement Campaign Manager to play a pivotal role in designing, operating, optimizing, and analyzing omnichannel customer engagement campaigns within the highly regulated pharmaceutical industry. This role will ensure campaigns are compliant with Canadian healthcare regulations, engage healthcare professionals (HCPs) effectively, and support broader business objectives. Combining expertise in campaign execution, marketing automation, and data analytics, you will collaborate with cross-functional teams to drive seamless, personalized engagement through customer journeys tailored to HCPs and other stakeholders.

The incumbent will be based in Montreal and will report into the Lead, Omnichannel Orchestration

Key responsibilities:

As an Omnichannel Engagement Campaign Manager at AbbVie, you will collaborate on the design of personalized omnichannel engagement and own the execution of customer journey-based campaigns. You will collaborate with local and global cross-functional teams to deliver dynamic, data-driven campaigns that provide value to HCPs, align with their needs, and drive measurable business outcomes. As the local Subject Matter Expert (SME) for omnichannel campaigns, the Omnichannel Engagement Campaign Manager is expected to drive capability advancement in Canada while shaping and influencing global capability enhancements in collaboration with cross-market teams.

Omnichannel Campaign Management:

• Partners with Sr. Omnichannel Manager (OCM) and Omnichannel Orchestration Lead to translate omnichannel campaign objectives into tactical customer journeys across AbbVie brands and product portfolios.
• Plan, deploy, and oversee the development of personalized, automated marketing campaigns tailored to customer journeys and touchpoints.
• Coordinate with internal teams (local and Global) to ensure on-time execution of customer journey campaigns deployed through automation platforms (e.g., Salesforce Marketing Cloud, Journey Builder)
• Function as the delivery lead of AbbVie Canada’s Customer Journey operating model, including, requirement gathering, building audience lists, managing journey workflows, testing protocols, issue management and campaign timelines.

Local Omnichannel Campaign SME Responsibilities:

• Champion local advancement of omnichannel campaign capabilities by being highly connected to global enhancements roadmap.
• Contribute to the development and refinement of global omnichannel standards, tools, and processes by providing feedback and insights from the Canadian market.
• Advocate for the Canadian market’s needs, ensuring global strategies are relevant and adaptable to local regulatory and business contexts.
• Actively participate in global community of practice by collecting and sharing best practices on campaign optimization and effectiveness.

Analytics and Optimization:

• In alignment with organizational goals, monitor and analyze campaign performance and customer engagement metrics to identify trends, gaps, and opportunities.
• Create actionable insights and recommendations to improve campaign effectiveness and impact.
• Collaborate on design and implement A/B testing strategies for continuous optimization.
• Present reports and dashboards to key stakeholders, highlighting key successes and areas for improvement.

Compliance & Industry Standards:

• Ensure all initiatives adhere to Canadian pharmaceutical regulations (e.g., PAAB, ASC, and Health Canada guidelines), AbbVie’s compliance standards, and industry best practices.
• Maintain up-to-date understanding of evolving guidelines and best practices to incorporate them into customer engagement strategies.

Qualifications

Qualifications:

• Education: Bachelor’s degree in marketing, business, or a related field (MBA or advanced degree preferred).
• Experience:
• 3-5+ years experience in the pharmaceutical or healthcare industry with HCP engagement expertise.
• Experience in omnichannel customer engagement (commercial, medical, payer), with a strong focus on customer journey-based campaigns with digital technologies including (mass or rep-triggered e-mails, interactive visual-aids, Veeva Engage and virtual engagement) (Minimum of two years)
• Proficiency with engagement technology platforms such as Customer relationship management (CRM) systems (preferably with Veeva), Digital Marketing platforms (preferably Salesforce Marketing Cloud), Social Media, Peer to Peer and Web/Portal (Minimum of two years).
• Analytical mindset with a proven track record of driving data-driven customer engagement strategies.
• Deep understanding of the Canadian pharmaceutical landscape and related data sources that support omnichannel capabilities.

Essential Skills:

• Advanced proficiency in French and English.
• Strong project management skills and the ability to lead cross-functional initiatives in a fast-paced environment.
• Proficient with Microsoft Office Suite.
• Comfortable with technology and virtual interactions.

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.

US & Puerto Rico only – to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html 

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