Digital Lab Associate Director, Campaign Operations

The Associate Director, Campaign Operations is part of the AbbVie Digital Lab and will be responsible for playing an integral part of the team designing, building, executing and optimizing Patient Services 1:1 marketing programs across AbbVie brands.
Responsibilities include: Onboard, train, and lead a high performing team of campaign operations specialists who are responsible for day-to-day management and oversight of brand CRM engagements including capturing program requirements, developing project plans, creating status reports, conducting weekly status meetings and ensuring follow up with all stakeholders to ensure on-time, flawless execution of brand programs.
Must have expert level understanding of managing multi-channel marketing campaign processes; channels including email, SMS, web, social, direct mail and paid media.
Develop and lead annual planning process with brand marketing, internal cross functional teams, and their respective cross agency partners.
Maintain quarterly check-ins with teams to track actual campaign activity and manage resources accordingly.
Prepares well-organized, clear, and concise communications and sets clear expectations.
Conducts quarterly business reviews with leadership Create, own, and maintain the campaign operations playbook, enhancing our ways of working overtime to further reduce timelines and handoffs to increase speed to market.
Ensure all teams are following the playbook which covers capturing/documenting requirements, campaign workflow process, and ensuring we maintain high deliverability rates and socialize across the organization Create data governance structure to ensure consistent metadata capture across brands in partnership with Analytics and Business Technology Solutions Lead and resolve any issues or concerns the team has with cross functional and agency partners Main point of contact with Legal and Privacy to ensure all brand omnichannel programs are compliant.
Manage, coach, and develop team to: Learn the business for their respective Brands Work effectively with multiple departments and agencies throughout project development and implementation to keep projects on time and ensure all requirements are met.
Proactively manage workload and continuously look for ways to improve brand campaigns to meet brands' objectives and goals by reviewing campaign performance, identifying optimization opportunities, and communicating them to the marketing team.
Develop and maintain project documents, timelines, proofing checklists and status reports.
Possess minute-by-minute knowledge of all work in progress, identify risks and ways to mitigate issues.
Partner with cross functional / agency teams to create processes to capture requirements, gain approvals, document metadata and verify data elements needed to execute campaigns.
Document change requests, notify the team, and understand timeline implications.
Seek standardization, automation, and process improvement wherever possible to deliver on vision for the team of faster, better and more efficient year over year.
Ensures team delivers: On-schedule executions to planned requirements, identifying risks and mitigation strategies to resolve any issues that may arise during campaign set up.
Cross agency coordination across all phases of campaign execution to ensure their respective timelines are understood and incorporated into the master campaign plan Accurate and detailed campaign requirements documentation, for example Business Requirements documentation, Deployment Request Forms, Target Audience Spec documents Quarterly campaign audits and campaign performance SLAs Key AbbVie Leadership Competencies: Positive “all for one” approach to team deliverables and priorities.
Builds strong relationships to enable higher performance.
Learns, fast, grasps the “essence” and can change course quickly where indicated.
Raises the bar and is never satisfied with the status quo.
Creates a learning environment and open to suggestions.
Embraces the ideas of others, nurtures innovation and manages innovation to reality.
Qualifications Bachelor’s Degree in Business or Marketing or equivalent experience 10+ years of experience of Database Marketing, CRM, Email, Digital, Direct Mail, 1:1 marketing experience with a proven track record in Account/Response Management 3+ years of experience building and leading high performing team in account/response management discipline where teams work and lead initiatives independently without day-to-day supervision.
Digital marketing or interactive agency experience is a plus Experience with Salesforce Marketing Cloud is a plus Experience in Pharma preferred but not required Ability to lead multiple projects simultaneously in a fast-paced, dynamic environment.
Demonstrates a clear aptitude for managing projects.
Ability to assign priorities and meet delivery dates Strong client service and project management skills; in particular, must have the ability to communicate with both business and technical individuals effectively Track record of working across an organization to get things done Excellent written, verbal, and interpersonal communication skills to work effectively with all levels of management, teams, and vendors Analytical ability to resolve/clarify program related issues Enthusiastic, solution-oriented attitude in accepting work/new challenges Exceptional knowledge of Microsoft Office Software: Word, Excel, PowerPoint, and Outlook 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.