.Company DescriptionAbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.Abbvie.Com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.Job DescriptionCONTENT & ORCHESTRATION EXCELLENCE role reporting to the Omnichannel Strategy Manager in the Customer Excellence department of Abbvie, implementing a significant Advance Customer Experience (ACE) project.Responsibilities:Lead omnichannel content and customer journey orchestration excellence at AbbvieDefine quality standards for content generation and channel orchestration excellence through multiple omnichannel interactions (current channel ecosystem or future channels).Work closely with the marketing and sales teams to ensure that the customer experience (CX) is consistent and satisfactory at all touchpoints, identifying opportunities for improvement and partnering with Business Technology Solutions (BTS) to adopt and influence solutions when required.Develop and execute content strategy and channel orchestration plan that support business objectives and enhance the CX, according to the overall ACE (Advanced Customer Experience) implementation roadmap.Monitor and analyze the performance of contents and customer journeys, making recommendations to improve effectiveness. Generating regular reports and communicating.Stay up-to-date on trends and best practices in content generation & customer journey orchestration and apply them to the AbbVie's Omnichannel strategy (e.G. IA..) across brands.Develop competencies in Brand Teams (BTs) as well as 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 for efficiencies in quality, cost & 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.Develop and execute marketing automation plan. Supports the BTs in the creation of omnichannel orchestration campaigns that drives engagement. Define Customer Journey creation process with cross-functional departments. Monitoring of customer journey performance and data-driven decision making. Reporting and communication.Develop and implement a content strategy roadmap specifically tailored to affiliate Brand Team needs. Overseeing the creation and optimization of digital content
