Customer Engagement Manager

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position is an onsite opportunity in the Abbott Diabetes Care Division. We are helping people with Diabetes lead healthier, happier lives.   As a global leader in diabetes care, Abbott is constantly working to deliver the highest quality products and unwavering support to our customers.  Consistent and accurate glucose monitoring is the foundation of any diabetes management plan, so we’re committed to continuous improvement in the way patients and professionals measure, track and analyze glucose levels.

As a Customer Engagement Manager, this position reports to the Customer Engagement Director, Global Customer Experience. The goal of GCX is a unified, consistent, and best-in-class customer experience. This position is responsible to execute the customer engagement activities for their assigned region in alignment with GCX strategy and business priorities. The goal is to execute, initiate and contribute to customer engagement activities across the customer experience blueprint and signature moments leading to increased customer acquisition and retention.   This position will drive initiatives to support a customer-centric culture throughout the area by working closely with 
global & area management and operational teams.   This is an onsite opportunity in Alameda, CA.
 

What You’ll Do

• Execute the customer engagement strategy for assigned area in alignment with the GCX strategy and area business priorities. 
• Be the advocate of area’s needs ensuring that needs are well articulated during intake & discovery process and GCX solutions are delivering value to address business priorities. 
• Partner with regional/country stakeholders including Marketing, IT/BTS, Customer Service Operations, Regulatory, Legal, Privacy and Compliance to enhance ways of working, translate upfront business needs and implementation of GCX country/regional GXI pilot/and or prototype programs. 
• Work cross-functionally to address gaps, concerns, and other issues that might compromise a best-in-class customer experience and engagement in assigned areas.
• Engage in agile ways of working and partner with Global Business Solutions Managers & Global Product Owners in the rapid prototyping, testing & learning of pilot solution/service in assigned area. 
• Execute omni-channel customer engagement go-to-market for assigned area, including workshops to cocreate customer experience processes, journey maps, solution/service blueprints, and cross-functional ways of working ensuring insights-based customer-centricity drives decision-making.
• Collaborate with global/area stakeholders to innovate new digital solutions that continue to elevate customer engagement. 
• Work with Analytics teams to identify trends and monitor the business impact and performance of proposed solutions/services specifically targeted at signature moments, in terms of acquisition and retention, impact to NPS etc. to continuously improve customer experience and engagement. 

Experience You'll Bring

Required

• Bachelor’s degree in business, Integrated Marketing, Information Management, Information Technology, or other like degrees. MBA or Advanced degree preferred. 
• Minimum 8 years of experience including Marketing, CRM, Customer Experience or Customer Service, leading large-scale transformation initiatives and successful change management experience. 
• Business-focused and committed to delivering clear business outcomes, a customer-focused acumen, and growth mindset.
• Experience in relevant customer experience and customer care best practices & engagement tools is of advantage.
• Effective influencing skills in environment where resources may not be in direct control of role and proven 
• ability in engaging stakeholders across different levels of the organization. 
• Excellent communication skills in English and proficiency in a second language preferred but not a must. 
• Ability to collaborate effectively with senior stakeholders.
• Experience working in countries/regions and good understanding of local needs. 
• Flexibility to work across multiple time zones and non-traditional work hours. 
• Travel up to 30-50% will be required. 

Apply Now

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews.

Divisional Information

Medical Devices

General Medical Devices:

Our medical devices help more than 10,000 people have healthier hearts, improve quality of life for thousands of people living with chronic pain and movement disorders, and liberate more than 500,000 people with diabetes from routine ?ngersticks.

CRM

As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats.

Diabetes

We’re focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology.

Vascular

Abbott Vascular provides innovative, minimally invasive, and cost-effective products for treatment of vascular disease.

Neuromodulation

Our Neuromodulation business includes implantable devices compatible with mobile technology to help people who suffer from chronic pain and movement disorders. These non-opioid therapies allow us to provide interventional pain therapy to patients throughout the pain continuum.

Structural Heart

Structural Heart Business Mission:  why we exist

Our business purpose is to restore health and improve quality of life through the design and provision of device and management solutions for the treatment of structural heart disease.

EP

In Abbott’s Electrophysiology (EP) business, we’re advancing the treatment of heart disease through breakthrough medical technologies in atrial fibrillation, allowing people to restore their health and get on with their lives.

HF

In Abbott’s Heart Failure (HF) business, we’re developing solutions to diagnose, monitor and manage heart failure, allowing people to restore their health and get on with their lives.

Diagnostics

We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.

Abbott Molecular is a leader in molecular diagnostics and the analysis of DNA, RNA, and proteins at the molecular level.

Our Point of Care diagnostic portfolio spans key heath and therapeutic areas, including infections disease, cardiometabolic, informatics and toxicology.

Our diagnostic solutions are used in hospitals, laboratories and clinics around the globe. The crucial information derived from our tests, instruments and informatics systems are often the first step in patient care decision making for hundreds of health conditions from heart attacks to blood disorders to infectious diseases and cancers.

Our rapid diagnostics solutions are helping address some of the world’s greatest healthcare challenges.

Nutrition

Our nutrition business develops science-based nutrition products for people of all ages, from helping babies and children grow to keeping adult bodies strong and active. Millions of people around the world count on our leading brands – including Similac®, PediaSure®, Pedialyte®, Ensure®, and Glucerna® – to help them get the nutrients they need to live their healthiest lives.

The base pay for this position is $125,700.00 – $251,500.00. In specific locations, the pay range may vary from the range posted.