Customer Excellence Director (all genders) (fulltime)

You will help bring together strategy, data, digital, and commercial execution to make a meaningful difference for our affiliate and the patients we serve. This is a role with real scope to influence performance, shape transformation, and develop the next generation of leaders.

About the role

• Meeting & Event Management and Support
• Learning & Transformation
• Customer Engagement
• Winning with Data
• Business Intelligence

In this role, you will focus on

• Commercial performance and business planning Partner with the General Manager and Affiliate Management Team to turn priorities into action
• Lead affiliate business planning and performance management across Plan, LRP, S&OP, brand planning, KPI frameworks, and incentive models
• Ensure alignment between strategy, execution, and commercial results

Transformation and cross-functional impact

• Lead the five Customer Excellence pillars with clear priorities and measurable impact
• Drive transformation across Commercial, Medical, Market Access, and Business Technology Services
• Adapt the International Customer Excellence operating model for Germany
• Work closely with brand and field teams to improve execution and turn insights into action

Customer excellence and digital enablement

• Drive adoption of CRM, SFE, dashboards, and digital engagement tools
• Support advanced analytics, market insights, and AI-enabled decision-making
• Bring external perspectives and customer insights into leadership discussions
• Build AI literacy and adoption across the affiliate
• Develop a high-performing Customer Excellence team and talent pipeline Role model AbbVie Ways We Work and ensure strong governance, compliance, and execution discipline Qualifications What we are looking for

This is a high-impact leadership role for an experienced, strategic, and collaborative leader who can connect data, digital enablement, transformation, and people development to deliver measurable business results.

• Master's degree or equivalent in business, economics, healthcare, or a related field
• Leadership experience in one or more of the following - Customer Excellence - Business Transformation - Sales - Marketing - Senior commercial leadership roles
• Strong analytical skills and the ability to turn data into practical insights and action
• Strong knowledge of - CRM - SFE - AI - Analytics platforms
• Omnichannel capabilities
• Experience leading cross-functional transformation in a matrix organization
• Ability to influence and partner effectively with senior stakeholders
• Strong people leadership skills and a track record of building high-performing teams
• Enterprise mindset, curiosity, agility, and strong business partnership skills
• Fluency in English; German strongly preferred Additional Information What we offer you

• with a diverse work environment where you can have a real impact
• with an open corporate culture
• with an attractive salary
• with an intensive onboarding process with a mentor at your side
• with flexible work models for a healthy work-life balance
• with a corporate health management that offers comprehensive health and exercise programs
• with company social benefits
• with a wide range of career opportunities in an international organization
• with top-tier, attractive development opportunities
• with a strong international network

Are you a strategic leader who enjoys building capability, driving change, and creating business impact? We are looking for a Customer Excellence Director (all genders) to lead our affiliate-wide Customer Excellence agenda and help shape the future of commercial performance, customer experience, and operational effectiveness.