Product Manager – Customer Profile & Personalization

Take the next step in your career with an organization that strategically invests in the long-term health of the company, its technology, and its people. The AbbVie Business Technology Solutions (BTS) team shapes the digital transformation necessary for our treatments to positively impact patients’ lives. In the role of Product Owner of Customer Profile & Personalization, you’ll tackle complex challenges as you develop and diversify your professional experiences while helping others grow and develop their skills.

In this role you’ll be responsible for:

• Analyze customer data to identify patterns, insights, and trends that can drive customer segmentation and personalization strategies.
• Utilize technology tools and platforms to segment customer data based on various criteria such as demographics, behavior, and preferences.
• Create and refine customer segmentation models to improve targeting and personalization efforts.
• Collaborate with business teams to define and implement segmentation strategies aligned with business goals.
• Leverage customer profile and segmentation data to create personalized experiences across various channels and touchpoints.
• Design and implement customer journey strategies, collaborate with stakeholders to understand business goals and objectives, and develop customer journey strategies that align with those goals. Use journey automation tool (Salesforce Marketing Cloud) to design and implement personalized and automated customer journeys.
• Configure and manage customer journey automation: Use salesforce marketing cloud’s Journey Builder to configure and manage customer journeys. Set up automation rules, triggers, and decision splits to ensure that customers receive relevant and timely communications at each stage of their journey.
• Continuously optimize personalization strategies based on data analysis and performance metrics.

Tools and skills you will use in this role:

• Salesforce Marketing Cloud for automated customer journey.
• Palantir Foundry and workshops for customer segmentation and profiling.
• Exposure to Adobe Experience Manager (Web Portals), Veeva CRM, Mass-email and other channels.
• ServiceNow, JIRA, Mural Boards for handling SDLC processes.
• Microsoft Office tools (PowerPoint, Excel, Word, OneNote etc.)

Experiences that make you a strong candidate for this role:

Required:

• Bachelor’s Degree with 7 years’ experience; Master’s Degree with 6 years’ experience; or PhD with 2 years of experience.
• 3+ years of recent experience in customer profile, segmentation, and marketing automation technology platform (preferably Salesforce Marketing Cloud) in designing and implementing automated customer journeys technology solution across digital channels.
• Strong understanding of marketing automation principles and best practices.
• Proficiency in configuring and managing customer journeys in Salesforce Marketing Cloud’s Journey Builder.
• Proficiency in using technology tools and platforms for data analysis and segmentation (e.g., CRM systems, data analytics tools, marketing automation platforms).
• Experience with data science, personalization, and segmentation capabilities via any customer profile tool.
• Familiarity with data analytics and reporting tools to measure and optimize customer journey performance.
• Excellent communication and collaboration skills to work effectively with cross-functional teams.
• Ability to independently manage time and priorities.

Beneficial:

• 2+ years of experience with Veeva CRM, digital channels (mass email, messaging, web portals etc.) or other digital tools.
• Salesforce Marketing Cloud certifications (e.g., Marketing Cloud Email Specialist, Marketing Cloud Consultant) are a plus.
• Understanding/expertise in definition and implementation of digital strategies for pharmaceutical/healthcare industry.
• Experience managing an IT investment budget of $250K to $1M.

Why Business Technology Solutions

For anyone who wants to use technology and data to make a difference in people’s lives, shape the digital transformation of a leading biopharmaceutical company, and secure sustainable career growth within a diverse, global team: we’re ready for you.

AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.