Customer Excellence Director (all genders) (fulltime)

Company Description

About AbbVie

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 including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.

Job Description

Are you a strategic leader who enjoys building capability, driving change, and creating business impact?

We are looking for a Customer Excellence Director (all genders) to lead our affiliate-wide Customer Excellence agenda and help shape the future of commercial performance, customer experience, and operational effectiveness.

This is a high-impact leadership role for an experienced, strategic, and collaborative leader who can connect data, digital enablement, transformation, and people development to deliver measurable business results.

You will help bring together strategy, data, digital, and commercial execution to make a meaningful difference for our affiliate and the patients we serve. This is a role with real scope to influence performance, shape transformation, and develop the next generation of leaders.

About the role

You will act as a strategic partner to the General Manager and the Affiliate Management Team.

As Customer Excellence Director, you will lead five integrated pillars:

• Meeting & Event Management and Support

• Learning & Transformation

• Customer Engagement

• Winning with Data

• Business Intelligence

In this role, you will focus on:

Commercial performance and business planning

• Partner with the General Manager and Affiliate Management Team to turn priorities into action

• Lead affiliate business planning and performance management across Plan, LRP, S&OP, brand planning, KPI frameworks, and incentive models

• Ensure alignment between strategy, execution, and commercial results

Transformation and cross-functional impact

• Lead the five Customer Excellence pillars with clear priorities and measurable impact

• Drive transformation across Commercial, Medical, Market Access, and Business Technology Services

• Adapt the International Customer Excellence operating model for Germany

• Work closely with brand and field teams to improve execution and turn insights into action

Customer excellence and digital enablement

• Drive adoption of CRM, SFE, dashboards, and digital engagement tools

• Support advanced analytics, market insights, and AI-enabled decision-making

• Bring external perspectives and customer insights into leadership discussions

• Build AI literacy and adoption across the affiliate

• Develop a high-performing Customer Excellence team and talent pipeline

• Role model AbbVie Ways We Work and ensure strong governance, compliance, and execution discipline

Qualifications

What we are looking for:

• Master’s degree or equivalent in business, economics, healthcare, or a related field

• Leadership experience in one or more of the following:

  • Customer Excellence
  • Business Transformation
  • Sales
  • Marketing
  • Senior commercial leadership roles

• Strong analytical skills and the ability to turn data into practical insights and action

• Strong knowledge of:

  • CRM
  • SFE
  • AI
  • Analytics platforms
  • Omnichannel capabilities

• Experience leading cross-functional transformation in a matrix organization

• Ability to influence and partner effectively with senior stakeholders

• Strong people leadership skills and a track record of building high-performing teams

• Enterprise mindset, curiosity, agility, and strong business partnership skills

• Fluency in English; German strongly preferred

Additional Information

What we offer you:

• with a diverse work environment where you can have a real impact

• with an open corporate culture

• with an attractive salary

• with an intensive onboarding process with a mentor at your side

• with flexible work models for a healthy work-life balance

• with a corporate health management that offers comprehensive health and exercise programs

• with company social benefits

• with a wide range of career opportunities in an international organization

• with top-tier, attractive development opportunities

• with a strong international network

AbbVie 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 https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

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

https://www.abbvie.com/join-us/reasonable-accommodations.html