Content Excellence Manager

hace 1 día

Zaragoza, Zaragoza, España Abbvie A tiempo completo
Job Title: Content & Orchestration Excellence Manager

Join Abbvie's Customer Excellence department as a Content & Orchestration Excellence Manager, reporting to the Omnichannel Strategy Manager. This role is responsible for implementing a significant Advance Customer Experience (ACE) project, focusing on omnichannel content and customer journey orchestration excellence.

Key Responsibilities:
  • Lead the development of quality standards for content generation and channel orchestration excellence across multiple omnichannel interactions.
  • Collaborate with marketing and sales teams to ensure consistent and satisfactory customer experiences at all touchpoints, identifying opportunities for improvement and partnering with Business Technology Solutions (BTS) to adopt and influence solutions when required.
  • Develop and execute a content strategy and channel orchestration plan that supports business objectives and enhances the customer experience, according to the overall ACE implementation roadmap.
  • Monitor and analyze the performance of contents and customer journeys, making recommendations to improve effectiveness and generating regular reports and communicating findings.
  • Stay up-to-date on trends and best practices in content generation and customer journey orchestration, applying them to AbbVie's Omnichannel strategy across brands.
  • Develop competencies in Brand Teams (BTs) and cross-departments in content generation and channel orchestration areas, partnering with the Learning team.
  • Responsible for the operating model of the channels included in the AbbVie Channel Ecosystem and encouraging the BTs on their orchestration.
  • Responsible for content industrialization program across brands, seeking efficiencies in quality, cost, and timings (Digital Operations).
  • Responsible for the content end-to-end processes, including approval process definition with Med/Reg (Medical and Regulatory), under the Content Authoring Program.
Qualifications/Requirements:
  • Bachelor's degree in Marketing, Communications, Business, Technology, or related field.
  • 5+ years of relevant experience in Digital Marketing and CX, either in Consulting, Creative agencies, or Multinational companies with proven abilities in omnichannel content management and customer journeys.
  • Knowledge of the Pharma environment is appreciated.
  • Deep knowledge of customer experience and marketing automation.

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