Customer Engagement & Innovation Lead; created position

Company Description

Abb Vie'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 Abb Vie, please visit us at  Follow @abbvie on X, Facebook, Instagram, You Tube, Linked In and Tik Tok.

The role will be reporting into Customer Excellence & Key Account Management Director with responsibilities including：

• Core Responsibilities:

  • Lead and develop the Customer Engagement & Innovation team, fostering agility, collaboration, and innovation.
  • Coach team members to build new digital and AI-driven capabilities.
  • Define and execute affiliate-wide customer engagement strategy aligned with business and global frameworks.
  • Design and orchestrate customer journeys across multiple touchpoints (digital, IFT, meetings/events).
  • Collaborate with brand teams and cross-functional leaders for integrated execution.
  • Champion adoption of AI tools and analytics for personalized content and efficient engagement.
  • Pilot and scale innovative engagement models and technologies.
  • Ensure compliance with corporate, regulatory, and industry standards.
  • Build relationships with global teams and ensure localization/adoption of global initiatives.

• Key
  
  Competencies:
  
  

  • Strategic thinking, leadership, and people development.
  • Expertise in omni-channel marketing, customer journey, and measurement.
  • Innovation mindset, especially with AI-enabled solutions.
  • Collaboration and influence at senior levels.
  • Analytical and data-driven decision-making.
  • Strong communication and storytelling abilities.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in Marketing, Business, Communications, or related field;
  Master’s preferred.
• 7+ years of experience in customer engagement, omni-channel marketing, or related roles, with at least 3 years in leadership.
• Proven track record in customer journey design and strategy implementation in a regulated industry (pharma preferred).
• Demonstrated experience in applying AI and advanced analytics to marketing or engagement initiatives.
• Strong stakeholder management and vendor leadership experience.
• Fluency in English and local language; excellent presentation and facilitation skills.
• In-depth understanding of compliance in healthcare marketing and customer engagement

Abb Vie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.

US & Puerto Rico only - to learn more, visit

US & Puerto Rico applicants seeking a reasonable accommodation,  to learn more: