Campaign Operations Project Manager - CRM

AbbVie’s mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology, and neuroscience—and products and services in our Allergan Aesthetics portfolio.

About the role

The Campaign Operations Project Manager is part of the AbbVie Digital Lab team and will play an integral role in the Consumer CRM team, driving day-to-day management, execution, and delivery of CRM projects across AbbVie’s consumer commercial brands. This role focuses on a key franchise group (e.g., Gastro) and leads consumer brand team marketing initiatives, supporting cross-functional team members and agency partners to align and execute email, SMS, and direct mail campaigns. The position emphasizes tactical execution of the campaign roadmap through its entire lifecycle to increase performance and efficiency.

Responsibilities

• Responsible for day-to-day management and oversight of medium-high complexity brand CRM engagements, including developing project plans, creating status reports, conducting weekly status meetings, and following up with all stakeholders to ensure on-time, flawless execution of brand CRM programs.
• Learn the business for the respective therapeutic areas/brands.
• Effectively work 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 detailed knowledge of all work in progress, identify risks, and propose mitigation strategies.
• Partner with cross-functional/agency teams to create processes for capturing requirements, gaining approvals, documenting metadata, and verifying data elements needed to execute campaigns.
• Document change requests, notify the team, and understand timeline implications.
• Seek standardization, automation, and process improvement to deliver faster, better, and more cost-effective results year over year.
• Prepare quarterly campaign audits and campaign performance SLAs, and review with CRM leadership.
• Identify any issues or concerns the team has with cross-functional and agency partners, determine root causes, and recommend corrective actions where necessary.
• Monitor campaign performance and proactively provide recommendations to drive increased engagement.
• Participate in the planning process with brands, internal cross-functional teams, and their respective agency partners.
• Maintain check-ins with each team to track actual campaign activity and manage resources accordingly.
• Prepare well-organized, clear, and concise communications and set clear expectations.
• Create quarterly business reviews with brand and omnichannel leaders.

Key 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 is 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.
• 3-5 years of experience in Database Marketing, CRM, Email, Digital, Direct Mail, or 1:1 marketing.
• Minimum of 3 years of hands-on work experience in client service, account, or response management discipline.
• Digital marketing or interactive agency experience is a plus.
• Ability to lead multiple projects simultaneously in a fast-paced, dynamic environment.
• Excellent written, verbal, and interpersonal communication skills to effectively work with team members.
• Analytical ability to identify optimization opportunities and program-related issues.
• Enthusiastic, solution-oriented attitude in accepting work/new challenges.
• Excellent knowledge of Microsoft Office Software: Word, Excel, PowerPoint, and Outlook.
• Knowledge of current marketing automation and email delivery technologies, and familiarity with how the digital ecosystem is evolving.
• In-depth knowledge and experience with Salesforce Marketing Cloud or equivalent enterprise marketing automation platforms such as Adobe Marketo, Adobe Campaign, or Unica.
• Experience implementing CRM best practices.
• Proven track record of launching successful email campaigns and/or consumer programs.

Benefits

• Comprehensive package of benefits including paid time off (vacation, holidays, sick).
• Medical, dental, and vision insurance.
• 401(k) eligibility for employees.
• Eligibility to participate in short-term incentive programs.