Associate IT Business Relationship Manager - Commercial Customer Experience

Abbott; Alameda (CA); On-site; USD 112,000 - 224,000; Full time

Job summary

An established industry player is seeking a strategic IT leader to enhance customer experiences through data-driven insights. In this pivotal role, you will manage the Customer Data Platform, ensuring seamless integration of customer interactions across web and CRM channels. Your expertise in project management and CRM systems will be crucial in driving personalized marketing initiatives and fostering cross-cultural collaboration. Join a forward-thinking company committed to innovation and employee growth, where you can make a meaningful impact on healthcare solutions and improve lives globally.

Benefits

Free medical coverage

Retirement savings plan

Tuition reimbursement

Career development opportunities

Diversity and inclusion initiatives

Qualifications

• 5-8 years of IT or business experience in a large organization.
• Strong project management skills related to IT business strategy.
• Experience with CRM systems and customer data platforms.

Responsibilities

• Manage initiatives for a single view of the customer across all touchpoints.
• Drive customer segmentation and behavioral analysis for targeted marketing.
• Champion innovation and change management within the organization.

Skills

Project Management

Data Analytics

CRM Systems

Consumer Behavior

Vendor Management

Negotiation Skills

Cross-Cultural Management

Education

Bachelor's Degree

Master's Degree (Preferred)

Tools

Salesforce

Braze

Customer Data Platforms (CDP)

MarTech

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

Working at Abbott

According to the World Health Organization, approximately 422 million people have diabetes today and by 2045 the number is projected to rise to 700 million people. The Abbott Diabetes Care FreeStyle Libre continuous glucose monitor (CGM) sensor and customer experience delivers patient-centered solutions and empathetic experiences critical to helping people with diabetes understand how to manage their disease-state and live life to the fullest.

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

Responsible for strategy and partnership in bringing to life our single view of the consumer across all touchpoints including web, customer service, and CRM. This role is pivotal in building and enhancing our customer data platform and ensuring a seamless, personalized customer experience. This role requires a mix of creative, analytical, and product management disciplines. The ideal candidate will have a strong background in CRM, data analytics, and consumer behavior, with a proven track record of leading or influencing high-performing teams and driving business growth.

Core Responsibilities:

• Single View of the Customer:
  • Serve as the IT partner for the single-view-of-the-customer initiative (Customer 360) across the global customer experience group.
  • Collaborate with the Customer Experience team to shape global strategies and ensure effective local implementation.
  • Partner to build and manage our Customer Data Platform (CDP) to ensure a comprehensive understanding of customer interactions and behaviors.
  • Bring to life holistic customer journeys from acquisition through to empathetic onboarding and post-purchase support.
  • Drive design of targeted marketing initiatives to progress existing consumers across our adoption journeys.
    
• Data Segmentation and Personalization:
  • Serve as the IT partner for customer segmentation and behavioral analysis design, action triggers, and machine learning initiatives.
  • Operationalize identifiable customer data segmentation to enhance targeted marketing efforts.
  • Oversee the management of customer profile information to enable personalized experiences.
  • Act as a close partner to the analytics team and develop pathways for non-identifiable consumer tracking and, through strategic consent programs, enablement to improve customer identification and engagement strategies.
  • Collaborate with downstream data teams on consumer data strategy.
  • Manage the data platform as a product, ensuring it meets the evolving needs of the business and internal customers.
  • Oversee development integration of MarTech and organization-wide systems alignment around the single view strategy.
• Global and Cross-Cultural Management:
  • Manage initiatives that span virtual teams across the world and cross cultures.
  • Resolve issues raised to governance committees and ensure projects stay in scope.
    
• Innovation and Change Management:
  • Champion change and innovation within the organization.
  • Stimulate creativity and support those who initiate change and take risks.
  • Promote a global perspective and openness to new ideas.
    
• Regulatory Awareness:
  • Maintain constant awareness of evolving regulatory requirements.
  • Influence IT stakeholders and vendors to address regulatory changes efficiently.
    
• Strategic Consulting:
  • Consult with business process owners and management on IT tools and solutions.
  • Recommend solutions that align with business unit direction, strategy, and priorities.
  • Involve IT business consultants and external technology experts as needed.
    
• Relationship Management:
  • Build and maintain strategic relationships with key software vendors and counterparts within the business.
  • Collaborate with IT staff across divisions to support cross-divisional initiatives and explore IT synergies and efficiencies.

Minimum Qualifications:

• 5-8 years of IT or business experience in a large or midsized multinational/global organization.
• Broad IT or business expertise in various disciplines (Commercial/digital), including system development and infrastructure.
• Strong Project management skills related to IT business strategy and business IT alignment.
• Direct experience leading governance boards of large multi-disciplinary projects like Salesforce/Braze.
• Strong interdisciplinary, intercultural influence, and networking skills.
• Experience with vendor management.
• Deep knowledge of all technologies used or to be used by the Marketing technology (MarTech) area.
• Strong influence and negotiating skills.
• Experience leading teams, both with direct staff and indirect project teams.

Preferred Qualifications:

• In-depth understanding of healthcare regulations and compliance requirements, with the ability to influence IT stakeholders and vendors to address regulatory changes efficiently.
• IT Product Manager background is preferred.
• Proven experience with Customer data Platforms (CDP’s), ensuring comprehensive understanding and utilization of customer interactions and behaviors.
• Strong background in Customer Relationship Management (CRM) systems, with a focus on enhancing customer journeys and personalized experiences. Salesforce/Braze is preferred.
• Proficiency in data analytics, customer segmentation, and behavioral analysis to drive targeted marketing initiatives and improve customer engagement.
• Demonstrated ability to lead and manage cross-functional, virtual teams across different geographies and cultures, ensuring effective collaboration and project success.
• Evidence of participation in strategic industry forums.

MISC:

• This is an onsite role located in 1420, Harbor Bay Parkway, Alameda, CA. This is not a remote role/opportunity.

Apply Now

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

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.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews.

The base pay for this position is

$112,000.00 – $224,000.00

In specific locations, the pay range may vary from the range posted.

JOB FAMILY: IT Business Relationship Management DIVISION: BTS Business Technology Services LOCATION: United States > Alameda : 2601 Harbor Bay Parkway ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Yes, 20 % of the Time MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday).

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf