Commercial Excellence & Multichannel CRM Manager - Abbott Nutrition (ANI) - Madrid

ABOUT ABBOTT

At Abbott, we’re dedicated to helping people live more fully, in everything we do. We’re creating the future of healthcare through life‑changing technologies and products that make you healthier and stronger, quickly identify when you have a medical need, and treat conditions to help you get back to doing what you love.

With headquarters in north suburban Chicago, we serve people in more than 160 countries with leading medical devices, diagnostics, nutrition products and branded generic medicines. Our 115,000 colleagues are helping millions of people to live better and healthier, every day around the world.

WORKING AT ABBOTT

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will have access to:

• Career development with an international company where you can grow the career you dream of.
• A company named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

THE OPPORTUNITY

This position is based in our Nutrition division. Our nutrition business develops science‑based nutrition products for people of all ages, from helping babies and children grow to keeping bodies strong and active in adulthood.

We are looking for a Commercial Excellence & Multichannel CRM Manager to drive the CRM and multichannel engagement strategy across the organization, maximizing customer engagement, commercial effectiveness, and business impact. This is a highly strategic individual contributor role, focused on orchestrating CRM, analytics, AI-enabled insights, and multichannel engagement models, while ensuring alignment with Sales Force Effectiveness (SFE) frameworks.

WHAT YOU’LL DO

1. CRM & Multichannel Strategy

• Define and execute the CRM Multichannel strategy aligned with commercial and brand priorities.

• Own the CRM vision, roadmap, and value realization.

• Design customer‑centric engagement models across field force, remote, and digital channels.

• Ensure CRM is the backbone of commercial execution and decision‑making.

2. Multichannel Customer Engagement & Orchestration

• Define multichannel engagement frameworks, channel roles, and interaction rules.

• Enable personalized engagement models by customer segment and behavior.

• Leverage analytics and AI to optimize channel mix, sequencing, and engagement intensity.

• Translate insights into clear guidance for field and marketing teams.

3. Data, Analytics & Artificial Intelligence

• Own commercial insights generation from CRM, BI, and market data.

• Develop dashboards focused on customer engagement quality and outcomes.

• Drive AI‑enabled capabilities such as:

• Next‑Best‑Action and prioritization

• Predictive engagement and customer behavior

• Automated insight generation and alerts

• Turn advanced analytics into clear business recommendations.

4. CRM Platforms & Commercial Tools

• Lead CRM platform evolution, usability, and integration.

• Ensure data quality, governance, and consistent adoption.

• Act as key partner to IT and external vendors.

• Champion automation and process simplification within CRM workflows.

5. Sales Force Effectiveness (Alignment Only)

• Ensure SFE principles are properly embedded in CRM and multichannel execution.

• Act as strategic counterpart to the Junior SFE Specialist.

• Provide input and alignment on:

  • Segmentation logic

  • Targeting principles

  • SFE governance standards

6. Transformation & Change Enablement

• Act as a driver of modern Commercial Excellence transformation.

• Promote a data‑driven, customer‑centric, and AI‑enabled culture.

• Lead cross‑functional initiatives across Sales, Marketing, Medical, IT, and Finance

REQUIRED QUALIFICATIONS

• Minimum 8 years of experience in the pharmaceutical or healthcare industry.

• Proven experience in CRM strategy, multichannel engagement, and commercial analytics.

• Strong experience working alongside Sales Force Effectiveness teams.

• Fluency in English (written and spoken).

• Demonstrated ability to manage stakeholders and lead change in complex environments.

SKILLS / PREFERRED QUALIFICATIONS

• Strong strategic mindset with the ability to translate vision into execution.

• Advanced analytical skills with experience in data-driven decision-making.

• Experience with CRM platforms (e.g., Salesforce, Veeva) and BI tools (e.g., Power BI) is a plus.

• Knowledge of AI-driven commercial capabilities (e.g., Next Best Action, predictive models).

• Excellent communication and influencing skills across functions and levels.

• Ability to work autonomously as an individual contributor in a matrix environment.

• Strong focus on customer centricity and continuous improvement.

If you want to see more jobs in Spain click here:

https://www.jobs.abbott/global/es/spain-jobs

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal