Job Information
Abbott CRM Retention Manager, EMEAP (m/f/d) in Wiesbaden-Delkenheim, Germany
About Abbott
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
In Germany, Abbott has more than 4,000 employees working in manufacturing, research and development, logistics, manufacturing, sales and marketing. They are located at Abbott`s German headquarters in Wiesbaden and its sites in Hanover, Neustadt am Rübenberge, Wetzlar, Eschborn, Cologne, Jena and Hamburg.
W orking at Abbott
At Abbott, you can do work that matters and help people to live a healthier and full life, grow your career, and learn, be your true self. You will have access to:
Career development with an international company where you can grow the career you dream of
An attractive benefits package (e.g.attractive Abbott Pension Plan, a company bike, employee stock purchase program)
A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
A challenging position in a fast-growing crisis independent industry
To become part of a dynamic, highly educated, highly skilled, and motivated team
Flat hierarchies, open appreciative mentality, and efficient, constructive lines of communication
Multi-national environment, where we foster the development of our talents within the enterprise
Abbott Diabetes Care, Abbott GmbH is looking for a CRM Retention Manager EMEAP (m/f/d), based in Wiesbaden.
Purpose of the role:
The Purpose of this Role is to develop Retention Strategy in alignment to overall CRM strategy to ensure increasing retention to deliver sales target and meet/exceed projects KPIs for Abbott Diabetes Care.
MAJOR RESPONSIBILITIES:
CRM Strategy / Retention Program
Ownership of EMEA Omnichannel Customer Retention Program
Retention strategy 2.0 – exploring retention program (“hub &spoke” – “Conversational UI”)
Champion an omnichannel approach to marketing campaign implementation (including exploring new communication channels) to drive ongoing usage by most of the user base.
Analytics and dashboards to get insights about Commercial KPIs
Global retention program development
Collaboration with other regional teams, as well as Global team (GCX) do develop “retention” tactics towards becoming a global retention program
Bringing learnings from other regional teams and enhancing EMEAP set up
Analyze, map and orchestrate digital user journey touchpoints
Optimize user journey throughout different channels (consumer website, retention program and CRM campaigns) to reduce churn rates and increase product and brand stickiness
Collaborate across EMEAP team with different stakeholders to understand how to serve the needs of new PWD groups (e.g. O2B patient segment)
Oversee the work of multiple agencies/partners that go beyond the standard CRM Campaign framework – Digital, Technology, UI/UX + Marketing Automation and Creative
CRM Retention Management
Ensure leadership, planning, management, monitoring/analysis and continuous innovation of local CRM program by setting-up and implementing tactics based on local customer insights, business objectives and marketing strategies.
Set CRM program objectives in close collaboration Marketing & Sales including processes definition, marketing messages, service levels and consistent KPIs.
Support markets with localized tactics and ensure activities fits to EMEA strategies, processes and infrastructure.
Account & Vendor management
Manage retention program set-up and execution with partner including development of implementation plans, training concept/set-up, technical changes, forecasting and reporting.
Coordinate with the partner regarding availability management, workforce management and KPI mgmt. ex: service level and conversion rates
Continuously improve service delivery (KPI & SLA) and customer satisfaction
Responsible for compliance with Abbott policies including complaint handling, data privacy and security
CRM process & technology
Actively develop & support to implement CRM & DtP/Non-DtP strategies & programs.
drive innovation in close cooperation with Cloud Solution Manager
Collaborate closely with local Marketing/CRM managers, EMEA stakeholders especially PMO
EDUCATION/QUALIFICATIONS/EXPERIENCE:
Higher education retention marketing and technical experience managing automated omnichannel programs; Educated to degree level in marketing or management. MBA/CIM would be an asset.
Experience in digital retention marketing & CRM and omnichannel reach out including social CRM; 7+ years of CRM experience, healthcare industry a plus.
Passion for improving user’s outcomes and experience working directly for B2C & B2B - with Patients and HCPs desirable
Proven communication skills and ability to drive cross-functional collaboration across Commercial, Marketing, Analytics, IT, Regulatory and other Key Functions
Successful implementation with technology vendors, including on time on budget projects with successful results
Creates tailored materials to influence all touch points along the journeys leading to an outstanding Consumer and Professional experience and generate commitment for the ADC products and Brand.
Entrepreneurial mindset, agile, comfortable with ambiguity, willingness to wear multiple hats to ensure team success
Strong diagnostic and analytical skills. Be able to challenge the status quo with innovative solutions. Knowledge of data protection regulations.
Strong relationship management skills. Ability to build relationships and work in project team, trust and influence with internal clients and other key stakeholders
Ability to deliver clear and concise messages, management reports and presentations. Fluent in spoken and written English.
Creates continuous improvement and learning cycles by implementing several waves of “Test & Learns” (fail fast, learn more quickly)
A willingness to travel and work in an international team
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
We ask for your understanding that we only consider online applications via our online application portal. Applications by email or post cannot be processed. Original documents will not be returned.
Connect with us at www.abbott.com , on LinkedIn at https://www.linkedin.com/company/abbott-/ , on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email corpjat@abbott.com