Customer Retention Strategist, EMEAP
vor 4 Wochen
About Abbott
Abbott stands as a prominent leader in the global healthcare sector, dedicated to pioneering scientific advancements that enhance the health of individuals. Our focus is on the future, proactively adapting to the evolving landscape of medical science and technology.
In Germany, Abbott employs over 4,000 professionals across various domains including manufacturing, research and development, logistics, sales, and marketing. Our teams are based at Abbott's German headquarters and multiple sites across the country.
Working at Abbott
At Abbott, you will engage in meaningful work that contributes to healthier lives, while also advancing your career and embracing your authentic self. We offer:
- Opportunities for career growth within an international organization that supports your professional aspirations.
- A competitive benefits package, including a robust pension plan, company bike program, and employee stock purchase options.
- Recognition as a top employer in numerous countries, and accolades from Fortune as one of the most admired companies globally.
- A workplace celebrated for its commitment to diversity, supporting working mothers, female leaders, and scientists.
- A stimulating role in a rapidly expanding, crisis-resistant industry.
- The chance to join a dynamic, highly skilled, and motivated team.
- A culture characterized by flat hierarchies, open communication, and constructive collaboration.
- A multinational environment that nurtures talent development within the organization.
Role Overview: Customer Retention Strategist, EMEAP
The primary objective of this position is to formulate a comprehensive retention strategy that aligns with the overarching CRM framework, aimed at enhancing customer loyalty and achieving sales targets while meeting or surpassing project KPIs for Abbott Diabetes Care.
KEY RESPONSIBILITIES:
CRM Strategy and Retention Initiatives
- Lead the EMEA Omnichannel Customer Retention Program.
- Develop and implement the next generation of retention strategies, exploring innovative approaches.
- Advocate for an omnichannel marketing strategy to enhance user engagement across various platforms.
- Utilize analytics and dashboards to derive insights on commercial performance indicators.
- Contribute to the global development of retention programs.
- Collaborate with regional and global teams to devise effective retention tactics.
- Integrate insights from other regions to refine the EMEAP strategy.
- Map and optimize the digital user journey across multiple touchpoints.
- Enhance user experiences across channels to minimize churn and bolster brand loyalty.
- Work with diverse stakeholders to address the needs of new patient demographics.
- Oversee collaborations with various agencies and partners to innovate beyond standard CRM frameworks.
CRM Retention Management
- Provide leadership and strategic direction for local CRM initiatives, ensuring alignment with customer insights and business goals.
- Define CRM objectives in partnership with Marketing and Sales, including process definitions and key performance indicators.
- Assist markets with tailored strategies that align with EMEA objectives and infrastructure.
Account and Vendor Coordination
- Manage the setup and execution of retention programs in collaboration with partners, including training and reporting.
- Coordinate with partners on resource management and performance metrics.
- Strive for continuous improvement in service delivery and customer satisfaction.
- Ensure compliance with Abbott's policies regarding data privacy and security.
CRM Processes and Technology
- Actively support the development and implementation of CRM strategies and programs.
- Foster innovation in partnership with technology managers.
- Collaborate closely with local marketing and CRM teams across the EMEA region.
EDUCATION AND EXPERIENCE REQUIREMENTS:
- A degree in marketing or management, with a focus on retention marketing and experience in managing automated omnichannel programs.
- Over 7 years of experience in digital retention marketing and CRM, preferably within the healthcare sector.
- A strong commitment to enhancing user experiences for both B2C and B2B audiences.
- Excellent communication skills with a proven ability to foster cross-functional collaboration.
- Successful track record in managing projects with technology vendors, ensuring timely and budget-compliant outcomes.
- Ability to create tailored materials that enhance consumer and professional experiences.
- An entrepreneurial mindset, adaptable to change, and willing to take on diverse responsibilities.
- Strong analytical skills with a focus on innovative problem-solving.
- Proficient relationship management skills, capable of building trust and influence among stakeholders.
- Ability to convey clear messages and present management reports effectively.
- Willingness to travel and work within an international team.
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