Abbott CRM/Digital manager in Moscow, Russia

PRIMARY FUNCTION OBJECTIVES:

Purpose of the role:

The Purpose of this Role is to prepare, implement and execute digital&CRM strategy for the new product launch to ensure dynamic product growth, deliver sales target and meet/exceed projects KPIs.

MAJOR RESPONSIBILITIES:

  • CRM strategy

Develop and realize CRM strategy & concept to maximize customer retention in line with business objectives and marketing strategy. Define required structures, processes, technology according to modern CRM standards (including integrated/efficient multi-channel communication, closed loop marketing, business intelligence and technology integration to lower costs) required to localize CRM strategy and execute programs maximizing ROI loyalty.

  • CRM program 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.

  • Account & Vendor management

Manage CRM 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 management. For 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 Organization & Direct to Patient Distribution process & technology

Ensure local ownership of CRM and Business Intelligence processes & systems. Actively communicate & promote CRM & DtP strategies & programs. Collaborate closely with Management, Marketing, Sales and EMEA CRM & IT.

  • CRM performance management

Ensure monitoring, reporting (KPI) and ROI analysis of CRM programs and customer insights to feed back into EMEA CRM & marketing strategies. Review new technologies and keep the company at the forefront of developments in digital marketing. Develop and manage Coordination of the projects: salesforce.com, QlikView; Quality Management Database (reconciliation of basic data, deduplication). Devise strategies to drive online traffic to the Brand websites. Track conversion rates and making improvements to the website.

  • Digital marketing

Develop and manage digital marketing campaigns. Utilize a range of techniques including organic SEO and PPC. Oversee the social media strategy related to Brand strategy. Manage overall online Brand campaigns to raise Brand awareness. Manage the redesign of the website. Improve the usability, design, content and conversion of the website. Responsible for planning/budgetary control of all digital marketing.

EDUCATION/QUALIFICATIONS/EXPERIENCE:

  • Higher education (technical/engineering a plus), technical Experience managing PPC, SEO and Affiliate programs Educated to degree level in marketing or management. MBA/CIM would be an asset.

  • Experience in digital marketing&CRM (3+ each), SEO, PPC, Email marketing, and social media; 3+ years of CRM experience, healthcare industry a plus.

  • Passion for improving patient outcomes and experience working directly 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.

  • Entrepreneurial mindset, agile, comfortable with ambiguity, willingness to wear multiple hats to ensure team success.

  • Exposure to innovation to improve journey/experience (outcomes)

  • A willingness to travel and work in an international team.

  • Proven track record in setting up and implementing successful CRM (retention strategies, tactics, structures, processes, systems) and Customer Service operations.

  • A proven ability to oversee and guide customer service operations, related projects and outsourcing partners.

  • Strong diagnostic and analytical skills. Be able to challenge the status quo with innovative solutions.

  • 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 spoken and written English.

  • Excellent organizational skills. Strong project management skills. Keen awareness and adherence to timelines.

  • Data base management experience. Knowledge of data protection regulations.

  • 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.

  • Goal-orientated, project-orientated and achievement-orientated.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com