CRM Retention Manager EMEAP

vor 4 Wochen

Wiesbaden, Hessen, Deutschland Abbott Vollzeit

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

In Germany, Abbott has more than 4,000 employees working in manufacturing, research and development, logistics, sales and marketing. They are located at Abbott's German headquarters in Wiesbaden and its sites in Hanover, Neustadt am Rübenberge, Wetzlar, Eschborn, Cologne, Jena and Hamburg.

Working at Abbott

At Abbott, you can do work that matters and help people to live a healthier and full life, grow your career, and learn, be your true self. You will have access to:

  • Career development with an international company where you can grow the career you dream of
  • An attractive benefits package (e.g. attractive Abbott Pension Plan, a company bike, employee stock purchase program)
  • A company recognized as a great place to work in dozens of countries around the world 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 a best place to work for diversity, working mothers, female executives, and scientists
  • A challenging position in a fast-growing crisis independent industry
  • To become part of a dynamic, highly educated, highly skilled, and motivated team
  • Flat hierarchies, open appreciative mentality, and efficient, constructive lines of communication
  • Multi-national environment, where we foster the development of our talents within the enterprise

Abbott Diabetes Care, Abbott GmbH is looking for a CRM Retention Manager EMEAP (m/f/d), based in Wiesbaden.

Purpose of the role:

The Purpose of this Role is to develop Retention Strategy in alignment to overall CRM strategy to ensure increasing retention to deliver sales target and meet/exceed projects KPIs for Abbott Diabetes Care.

MAJOR RESPONSIBILITIES:

CRM Strategy / Retention Program

  • Ownership of EMEA Omnichannel Customer Retention Program
  • Retention strategy 2.0 – exploring retention program ("hub &spoke" – "Conversational UI")
  • Champion an omnichannel approach to marketing campaign implementation (including exploring new communication channels) to drive ongoing usage by most of the user base.
  • Analytics and dashboards to get insights about Commercial KPIs
  • Global retention program development
  • Collaboration with other regional teams, as well as Global team (GCX) do develop "retention" tactics towards becoming a global retention program
  • Bringing learnings from other regional teams and enhancing EMEAP set up
  • Analyze, map and orchestrate digital user journey touchpoints
  • Optimize user journey throughout different channels (consumer website, retention program and CRM campaigns) to reduce churn rates and increase product and brand stickiness
  • Collaborate across EMEAP team with different stakeholders to understand how to serve the needs of new PWD groups (e.g. O2B patient segment)
  • Oversee the work of multiple agencies/partners that go beyond the standard CRM Campaign framework – Digital, Technology, UI/UX + Marketing Automation and Creative

CRM Retention Management

  • Ensure leadership, planning, management, monitoring/analysis and continuous innovation of local CRM program by setting-up and implementing tactics based on local customer insights, business objectives and marketing strategies.
  • Set CRM program objectives in close collaboration Marketing & Sales including processes definition, marketing messages, service levels and consistent KPIs.
  • Support markets with localized tactics and ensure activities fits to EMEA strategies, processes and infrastructure.

Account & Vendor management

  • Manage retention program set-up and execution with partner including development of implementation plans, training concept/set-up, technical changes, forecasting and reporting.
  • Coordinate with the partner regarding availability management, workforce management and KPI mgmt. ex: service level and conversion rates
  • Continuously improve service delivery (KPI & SLA) and customer satisfaction
  • Responsible for compliance with Abbott policies including complaint handling, data privacy and security

CRM process & technology

  • Actively develop & support to implement CRM & DtP/Non-DtP strategies & programs.
  • drive innovation in close cooperation with Cloud Solution Manager
  • Collaborate closely with local Marketing/CRM managers, EMEA stakeholders especially PMO

EDUCATION/QUALIFICATIONS/EXPERIENCE:

  • Higher education retention marketing and technical experience managing automated omnichannel programs; Educated to degree level in marketing or management. MBA/CIM would be an asset.
  • Experience in digital retention marketing & CRM and omnichannel reach out including social CRM; 7+ years of CRM experience, healthcare industry a plus.
  • Passion for improving user's outcomes and experience working directly for B2C & B2B - with Patients and HCPs desirable
  • Proven communication skills and ability to drive cross-functional collaboration across Commercial, Marketing, Analytics, IT, Regulatory and other Key Functions
  • Successful implementation with technology vendors, including on time on budget projects with successful results
  • Creates tailored materials to influence all touch points along the journeys leading to an outstanding Consumer and Professional experience and generate commitment for the ADC products and Brand.
  • Entrepreneurial mindset, agile, comfortable with ambiguity, willingness to wear multiple hats to ensure team success
  • Strong diagnostic and analytical skills. Be able to challenge the status quo with innovative solutions. Knowledge of data protection regulations.
  • Strong relationship management skills. Ability to build relationships and work in project team, trust and influence with internal clients and other key stakeholders
  • Ability to deliver clear and concise messages, management reports and presentations. Fluent in spoken and written English.
  • Creates continuous improvement and learning cycles by implementing several waves of "Test & Learns" (fail fast, learn more quickly)
  • A willingness to travel and work in an international team

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