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.
About the role
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
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
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 setzt sich für Chancengleichheit ein und verpflichtet sich, mit Integrität zu arbeiten, Innovationen voranzutreiben, Leben zu verändern und unserer Gemeinschaft zu dienen. Chancengleichheit bei Arbeitgeber/Veteranen/Behinderten.
