AbbVie’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 including immunology, oncology and neuroscience – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com . Follow @abbvie on LinkedIn, Facebook , Instagram , X and YouTube.
About the role
Are you a strategic leader who enjoys building capability, driving change, and creating business impact?
We are looking for a Customer Excellence Director (all genders) to lead our affiliate-wide Customer Excellence agenda and help shape the future of commercial performance, customer experience, and operational effectiveness.
This is a high-impact leadership role for an experienced, strategic, and collaborative leader who can connect data, digital enablement, transformation, and people development to deliver measurable business results.
You will help bring together strategy, data, digital, and commercial execution to make a meaningful difference for our affiliate and the patients we serve. This is a role with real scope to influence performance, shape transformation, and develop the next generation of leaders.
You will act as a strategic partner to the General Manager and the Affiliate Management Team .
As Customer Excellence Director, you will lead five integrated pillars:
Meeting & Event Management and Support
Learning & Transformation
Customer Engagement
Winning with Data
Business Intelligence
In this role, you will focus on:
Commercial performance and business planning
Partner with the General Manager and Affiliate Management Team to turn priorities into action
Lead affiliate business planning and performance management across Plan, LRP, S&OP, brand planning, KPI frameworks, and incentive models
Ensure alignment between strategy, execution, and commercial results
Transformation and cross-functional impact
Lead the five Customer Excellence pillars with clear priorities and measurable impact
Drive transformation across Commercial, Medical, Market Access, and Business Technology Services
Adapt the International Customer Excellence operating model for Germany
Work closely with brand and field teams to improve execution and turn insights into action
Customer excellence and digital enablement
Drive adoption of CRM, SFE, dashboards, and digital engagement tools
Support advanced analytics, market insights, and AI-enabled decision-making
Bring external perspectives and customer insights into leadership discussions
Build AI literacy and adoption across the affiliate
Develop a high-performing Customer Excellence team and talent pipeline
Role model AbbVie Ways We Work and ensure strong governance, compliance, and execution discipline
Job Description
What we are looking for:
Master’s degree or equivalent in business, economics, healthcare, or a related field
Leadership experience in one or more of the following:
Customer Excellence
Business Transformation
Sales
Marketing
Senior commercial leadership roles
Strong analytical skills and the ability to turn data into practical insights and action
Strong knowledge of:
CRM
SFE
AI
Analytics platforms
Omnichannel capabilities
Experience leading cross-functional transformation in a matrix organization
Ability to influence and partner effectively with senior stakeholders
Strong people leadership skills and a track record of building high-performing teams
Enterprise mindset, curiosity, agility, and strong business partnership skills
Fluency in English; German strongly preferred
Benefits
What we offer you:
With a diverse work environment where you can have a real impact
With an open corporate culture
With an attractive salary
With an intensive onboarding process with a mentor at your side
With flexible work models for a healthy work-life balance
With a corporate health management that offers comprehensive health and exercise programs
With company social benefits
With a wide range of career opportunities in an international organization
With top-tier, attractive development opportunities
With a strong international network
AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.