CRM Operations Manager

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.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• 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.

Our nutrition business develops science-based nutrition products for people of all ages, from helping babies and children grow, to keeping adult bodies strong and active. Millions of people around the world count on our leading brands – including Similac®, PediaSure®, Pedialyte®, Ensure®, Glucerna® and ZonePerfect® – to help get the nutrients they need to live their healthiest life.

MAIN PURPOSE OF ROLE

A critical role within the organization, reporting directly to the Head of CRM and working closely with Marketing, Commercial Excellence, IT, Procurement and external vendors to deliver campaign / program solutions that drive positive business outcomes. The role includes project and stakeholder management, prioritization, technology application and implementation, vendor management, performance management and tracking / reporting.

MAIN RESPONSIBILITIES

• Operational process design and implementation Target Operating Model.
• Working with the IT team and external vendors to source and implement the most appropriate technology solution for the business initiative
• Auditing/Identification and optimization of campaign strategies and other factors impacting program performance. Identification of trends, issues, gaps and performance improvement opportunities across all CRM programs on a continuous basis
• Provide strategic guidance and recommendations on increasing NU and sales for the brands
• Support strategic campaign planning activities including working with the Operations Manager for both Pediatrics & Adults and CRM Manager Analytics to identify key performance metrics to track, required resources and systems integrations required and development of end to end project plans
• Liaise with Brand teams, and other related parties on program setup, execution and operational reporting/analyses.Daily operations management duties include supervising campaign execution and resolving campaign operational issuesCreate and update internal CRM Operations procedure documents as needed
• Schedule campaign WIP meetings and circulate follow-up actions
• Manage and resolving campaign operational issue