Product Manager Patient Activation

2 settimane fa

Roma, Italia Abbott Laboratories A tempo pieno

**Primary Objective of Position**
- CRM programs for the affiliate managing the day-to-day delivery and implementation of CRM programs.
- Track CRM metrics and trends, planning and managing multi-channel marketing campaigns
- Control Customer Service resources and utilise assets to achieve qualitative and quantitative targets adhering to and managing the approved budget

**Major Accountabilities**
- Ensures that all activities are performed in compliance with quality system requirements.

Main tasks include:

- CRM and Customer Service performance management.
- Ensures monitoring, reporting (KPI) and qualitative analysis of CRM & Customer Service programs (CS).
- Participates in evolving Italy CRM and CS strategy & implementing innovative / customer centric programs
- Leads localization and implementation of CRM & CS programs in alignment with the marketing strategy and company objectives.
- Sets CRM & CS objectives in close collaboration Marketing & Sales including processes definition, marketing messages, service levels and KPIs consistent.
- Actively communicate and promote CRM & CS retention programs.
- Ensures compliance of all CRM & CS activities with Divisional/European standards and policies.
- Ensures flow of communication within CRM & Customer Service EMEA teams
- Participates in the execution on projects aimed to accelerate patient acquisition.
- Responsible for compliance with Abbott policies including complaint handling, data privacy and security.
- Customer focus - Customer's needs in the middle of the all-planning activities, encourage communication, drive execution, and foster innovation, as a means of providing best-in-class programs and services.

**Education**
- Educated to degree level in marketing or management.

**Background**
- Marketing experience (e.g. direct marketing and CRM, consumer marketing, customer service support).
- Ability in setting up and implementing complex project involving internal and external stakeholders.
- Diagnostic and analytical skills.
- Be able to challenge the status quo with innovative solutions.
- Ability to build relationships and work in project team, trust and influence with internal clients and other key stakeholders.
- Ability to deliver clear and concise messages, management reports and presentations.
- Good English and Italian skills.
- Excellent organizational skills.
- Strong project management skills. Keen awareness and adherence to timelines.
- Data base management experience.
- Knowledge of data protection regulations.

**Impact of position**
- Help evolve Italy marketing strategy though consumer, CRM, and customer service projects in line with business objectives and marketing strategy considering current and future customer requirements, needs and profile over evolving portfolio.

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