Core job responsibilities:
Strategic positioning and implementation of CRM processes and team as well as management of call center operations (Aegis) Working with agencies (CIP, Always Marketing, Captivate) in ensuring and managing lead generation, retention and NU workflows and conversion processes meet annual targets Loyalty Program management – Managing Abbott’s loyalty program (Abbott Share and Care World) in terms of creating awareness of loyalty program (Wolf), managing points, redemption workflows, catalogues and processes, Social Media Management – Works with agency partners (One Loyalty, Aegis, Webqlo and Fishermen) to monitor discussions, postings, and trends within the social space. Identifies and reports trends in usage and advises on potential opportunities (e.g. identifying and engaging with potential influencers / advocates) Crisis Management – Plan, track, respond and react to crisis related to Abbott brands on the online space through Abbott RACI framework Co-ordination with key stake holders internally (Trade, Medical, Regulatory, Marketing, Legal, Business Excellence, KAMs etc..) and externally (agency, and commercial partners) for CRM and social media purposes
Education and experience: (indicate minimum and why it is required):
Language:
Written and conversant English skills are preferred. Proficiency in local language required.
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