CRM Transformation Leader: AI-Driven Omnichannel Strategy

ABBVIE; Mettawa (IL); On-site; USD 161,000 - 305,000; Full time

Job summary

AbbVie is seeking a Digital Lab Director of CRM to lead the strategy and roadmap for advancing CRM capabilities across US Commercial. You will partner with senior leaders to champion AI-enabled transformation, delivering personalized experiences across channels and journeys.

The role leads a team of associates, builds enterprise approaches to omnichannel CRM, and ensures delivery of campaigns within an AI-enabled marketing automation platform, measuring and optimizing impact.

Qualifications

• Bachelor’s degree required; MBA preferred.
• 15+ years CRM and 1:1 marketing experience.
• 5+ years pharmaceutical industry experience preferred.
• Proven leadership of omnichannel CRM programs across channels.
• Strong executive collaboration and communication skills.

Responsibilities

• Define the vision and roadmap for CRM digital transformation.
• Lead a high-performing team responsible for CRM operations.
• Drive enterprise omnichannel planning and new platforms.
• Identify and implement AI-driven personalization opportunities.
• Collaborate with cross-functional leadership to align priorities.
• Oversee vendor selection and CRM program delivery.

Skills

CRM leadership

Omnichannel

AI personalization

Team leadership

Executive communication

Strategic thinking

Project management

Vendor management

Marketing automation

Analytics

Education

Bachelor's degree

MBA preferred

Tools

Marketing Cloud

CRM systems

Job description

AbbVie is seeking a Digital Lab Director of CRM to lead the strategy and roadmap for advancing CRM capabilities across US Commercial. You will partner with senior leaders to champion AI-enabled transformation, delivering personalized experiences across channels and journeys.

The role leads a team of associates, builds enterprise approaches to omnichannel CRM, and ensures delivery of campaigns within an AI-enabled marketing automation platform, measuring and optimizing impact.