Regional Customer Excellence Director

About the role

AbbVie's Europe Area Team is looking for a Regional Customer Excellence Director to accelerate customer-centric transformation across the region. Reporting to the Customer Excellence Director, Europe, the role connects customer insight, data, technology and commercial execution to deliver customer and business impact, partnering with affiliate, area and international leaders to turn strategy into scalable local action. The position can be based anywhere in Europe.

Key responsibilities

• Lead customer-centric transformation across affiliates, embedding customer needs and insights into strategic and operational decisions, and evolve go-to-market models, capabilities, operating models and behaviours.
• Align global, area and affiliate priorities while adapting initiatives to local market, access, healthcare-system and regulatory realities.
• Champion the use of customer insights, analytics and AI-enabled solutions, build teams' ability to turn data into recommendations and plans, and promote adoption of international and global tools.
• Improve consistency, agility and effectiveness of execution across affiliates, embed best practices and performance frameworks, and advise on field force excellence, launch readiness and scaling of affiliate innovations.
• Shape the future Customer Excellence organisation, including capabilities, operating model, talent and ways of working, and help affiliates set local roadmaps and close capability gaps.
• Build trusted partnerships with senior leaders across affiliates, area functions and international teams, and act as a strategic advisor on Customer Excellence priorities and data-driven decision-making.

Required profile

• Leadership experience in Customer Excellence, commercial transformation, marketing, field force effectiveness, analytics, digital or related roles within pharma, healthcare or another regulated industry.
• Proven ability to lead cross-functional, customer-centric transformation across complex, multi-market matrix organisations.
• Strong commercial and strategic acumen, turning customer, market and data insights into actionable strategies.
• Excellent communication, stakeholder management and influencing skills, able to engage senior leaders and lead through indirect authority.
• Fluent English with strong written and presentation skills; additional European languages are an asset.