Associate IT Business Relationship Manager - Commercial Customer Experience

$109,300 - $218,500/Yr

Abbott Laboratories - Alameda, CA

Full-time - Mid Level

Onsite - Alameda, CA

10,001+ employees

Miscellaneous Manufacturing

About the position

The position at Abbott focuses on enhancing the customer experience through the development and management of a comprehensive Customer Data Platform (CDP). The role is pivotal in driving strategies that ensure a seamless, personalized customer journey across various touchpoints, including web and customer service. The ideal candidate will blend creative, analytical, and product management skills to lead initiatives that improve customer engagement and drive business growth.

Responsibilities

• Serve as the IT partner for the single-view-of-the-customer initiative (Customer 360) across the global customer experience group.
• Collaborate with the Customer Experience team to shape global strategies and ensure effective local implementation.
• Partner to build and manage our Customer Data Platform (CDP) to ensure a comprehensive understanding of customer interactions and behaviors.
• Drive design of targeted marketing initiatives to progress existing consumers across our adoption journeys.
• Oversee the management of customer profile information to enable personalized experiences.
• Act as a close partner to the analytics team and develop pathways for non-identifiable consumer tracking.
• Manage the data platform as a product, ensuring it meets the evolving needs of the business and internal customers.
• Oversee development integration of MarTech and organization-wide systems alignment around the single view strategy.
• Manage initiatives that span virtual teams across the world and cross cultures.
• Champion change and innovation within the organization.

Requirements

• 5-8 years of IT or business experience in a large or midsized multinational/global organization.
• Broad IT or business expertise in various disciplines (Commercial/digital), including system development and infrastructure.
• Strong Project management skills related to IT business strategy and business IT alignment.
• Direct experience leading governance boards of large multi-disciplinary projects like Salesforce/Braze.
• Strong interdisciplinary, intercultural influence, and networking skills.
• Experience with vendor management.
• Deep knowledge of all technologies used or to be used by the Marketing technology (MarTech) area.

Nice-to-haves

• In-depth understanding of healthcare regulations and compliance requirements.
• IT Product Manager background is preferred.
• Proven experience with Customer data Platforms (CDP's).
• Strong background in Customer Relationship Management (CRM) systems.
• Proficiency in data analytics, customer segmentation, and behavioral analysis.

Benefits

• Career development with an international company.
• Free medical coverage in the Health Investment Plan (HIP) PPO medical plan.
• Excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement and FreeU education benefit for bachelor's degree.
• Recognition as a great place to work and for diversity.