Regional Customer Excellence Director

AbbVie; Madrid (IA); Remote; USD 134,000 - 201,000; Full time

Job summary

AbbVie is seeking a Regional Customer Excellence Director to accelerate customer-centric transformation across Europe. You will connect customer insight, data, technology, and commercial execution to deliver meaningful impact.

This role can be based anywhere in Europe and requires strong leadership in cross-functional teams, strategic thinking, and fluency in English; additional European languages are a plus.

Qualifications

• Leadership experience in Customer Excellence or related roles.
• Proven ability to lead cross-functional transformation across multi-market matrix organizations.
• Strong commercial and strategic acumen translating insights into strategy and outcomes.
• Experience with go-to-market models, launch readiness, and data/digital tools including AI-enabled solutions.

Responsibilities

• Lead customer-centric transformation across Europe with affiliates and area teams.
• Drive analytics, insights, and AI-enabled solutions to inform decisions and actions.
• Improve execution excellence, consistency, and agility across markets.
• Shape capabilities, operating models, and talent for the Customer Excellence function.
• Build strategic partnerships with senior leaders and translate strategy into local actions.

Skills

Customer Excellence

Commercial Transformation

Analytics & AI

Go-to-Market

Cross-functional Leadership

Stakeholder Management

Job description

Company Description

AbbVie's mission is to discover and provide innovative therapies and solutions that address today's serious diseases and meet the medical challenges of tomorrow. We strive to make a remarkable impact on patients' lives in several key therapeutic areas: immunology, ophthalmology, oncology, neuroscience, and virology, as well as in aesthetic medicine with products and services from our Allergan Aesthetics portfolio.

For more information about AbbVie: www.abbvie.com - www.abbvie.fr. Follow @abbvie on LinkedIn, X (ex Twitter) et YouTube.

Job Description

AbbVie’s Europe Area Team is seeking a Regional Customer Excellence Director to accelerate customer-centric transformation across the region.

Reporting to the Customer Excellence Director, Europe, you will connect customer insight, data, technology, and commercial execution to deliver meaningful customer and business impact. You will partner with affiliate, area, and international leaders to translate strategy into scalable local action.

This role can be based anywhere in Europe.

Lead the Customer-Centric Transformation

• Embed customer-centric ways of working across affiliates, ensuring customer needs and insights shape strategic and operational decisions.
• Drive the evolution of go-to-market models, capabilities, operating models, and behaviours to improve customer engagement.
• Align global, area, and affiliate priorities while adapting initiatives to local market, access, healthcare-system, and regulatory realities.

Unlock the Value of Data, Analytics, Insights and AI

• Champion the use of customer insights, analytics, and AI-enabled solutions to strengthen decisions and create measurable value.
• Build teams’ ability to turn cross-functional data into clear recommendations, actionable plans, and outcomes.
• Enable adoption of relevant international and global tools to deepen customer understanding and optimize engagement.

Elevate Excellence in Execution

• Improve consistency, agility, and effectiveness of execution across affiliates and functions.
• Embed practical best practices, performance frameworks, and tools that translate strategy into high-quality delivery.
• Advise on field force excellence, capability building, launch readiness, and the scaling of successful affiliate innovations.

Shape the Customer Excellence Organisation of the Future

• Define the future Customer Excellence capabilities, operating model, talent, and ways of working needed for evolving business and customer needs.
• Support affiliates to prioritize local roadmaps, close capability gaps, and remain aligned with regional and global direction.
• Identify and scale innovations that strengthen the connection between strategy, customer experience, data, technology, and execution.

Build Strategic Partnerships and Influence Across the Matrix

• Build trusted partnerships with senior leaders across affiliates, area functions, and international teams.
• Influence complex, cross-functional decisions through strong commercial judgment, collaboration, and a focus on value creation.
• Act as a strategic advisor on Customer Excellence priorities, data-driven decision-making, and execution.

Qualifications

• Leadership experience in Customer Excellence, commercial transformation, marketing, field force effectiveness, analytics, digital, or related roles within pharma, healthcare, or another regulated industry.
• Proven ability to lead customer-centric, cross-functional transformation across complex, multi-market matrix organizations.
• Strong commercial and strategic acumen, translating customer, market, and data insights into actionable strategies and measurable outcomes.
• Experience with go-to-market models, launch readiness, customer engagement, data, analytics, digital tools, and AI-enabled solutions.
• Excellent communication, stakeholder management, and influencing skills, with the ability to engage senior leaders and lead through indirect authority.
• A self-directed, resilient, and collaborative leader with strong judgment, accountability, and fluent English; additional European languages are an asset.
• Fluent English, with strong written and presentation skills. Additional European languages are an asset.

Additional Information

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

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