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Abbott CRM and E-commerce Specialist Poland/CEE in Warsaw, Poland

The role will support regional and local CRM programs for country affiliates, managing the day to day delivery and implementation of CRM programs and

e-commerce.

Responsibilities include;

  • Participation in developing innovative customer-centric programs to maximize customer retention via integrated and efficient multi-channel communication and fulfillment.

  • Supports localization and implementation of CRM programs based on local customer insights and market situation in alignment with the company objectives.

  • Manage reporting and ROI analysis of all aspects of CRM and e-commerce.

  • Manages external vendors operations to plan and budget.

MAJOR RESPONSIBILITIES:

  • Ensure management, monitoring/analysis and continuous innovation of localized CRM programs in line with EMEA CRM strategy by setting-up and implementing tactics based on local customer insights, business objectives and marketing strategies.

  • Manage CRM programs execution with CRM partners and internal IT dept. including campaigns development, training, technical changes, controls, forecasting and reporting.

  • Continuously improve customer satisfaction in collaboration with Customer Experience team.

  • Support all direct to patients operations and reimbursement processes needed to operate efficiently and effectively.

  • Ensure local ownership of CRM and Business Intelligence processes & systems.

  • Actively communicate CRM & e-commerce strategies and programs.

  • Ensure monitoring, reporting (KPI) and ROI analysis of CRM programs and customer insights.

  • Ensure compliance of all CRM activities with Divisional/European standards and policies, monitor efficiency control, track and verify qualifications of trainees.

  • Responsible for compliance with Abbott policies including complaint handling, data privacy and security.

  • Change Management - Acts as a Change Champion in order to build CRM and e-commerce capabilities.

OTHER ESSENTIAL COMPETENCIES:

  • Customer focus - Customer’s needs at the center of all planning activities.

  • Project management - Initiate, plan and execute projects cross-functionally.

EDUCATION / QUALIFICATIONS / EXPERIENCE:

  • Educated to degree level in marketing or management.

  • 1+ years of CRM or direct marketing experience, or IT dept.

  • Ability to oversee and guide e-commerce operations, related projects and outsourcing partners.

  • Good analytical skills and able to challenge the status quo with innovative solutions.

  • Ability to build relationships and work in a project team, also international.

  • Fluent in spoken and written English.

  • Data base management and CRM systems experience.

  • Knowledge of data protection regulations.

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

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