AbbVie: Director, Customer Excellence — Bengaluru, KA, India

About AbbVie

AbbVie is a biopharmaceutical business focused on discovering and delivering medicines and related health solutions. Its employer introduction identifies immunology, oncology and neuroscience among its therapeutic areas, alongside the Allergan Aesthetics portfolio. The organisation's stated mission connects current health problems with the development of treatments for future medical needs. Its activities therefore have both scientific and product-delivery dimensions, with different functions supporting research, medicines and services within the named therapeutic and aesthetics areas.

The position and its setting

AbbVie lists Director, Customer Excellence in Bengaluru, KA, India, under reference R00151061. The details below separate the work described by the employer from essential conditions, preferred experience and practical preparation advice.

• Employment type: Full-time
• Employer listing date: 30 September 2026
• Brands: AbbVie

Responsibilities and work described

• JOB SUMMARY
• Develops, recommends and delivers initiatives to maximize the impact and efficiency of sales resources
• Works closely with General Manager to ensure effective communication and adoption of best practice and processes to enable optimal deployment of sales resources
• Ensures direct reports are trained and capable to execute country tasks and can deliver effectively on initiatives
• The role will also liaise with Regional and International commercial excellence
• Customer Segmentation/Targeting and Territory Optimization
• Research, develop and define the strategy to profile, segment and target Abbvie’s customers managing the implementation of projects, identifying and communicating best practice and measuring success of approaches
• Work: with BUDs to set direction for sales management that will ensure salesforce effort is targeted to highest value customers aligned with business strategy and that KPIs are identified to track sales team performance
• Leadership: re design of territory structures as required to ensure optimal coverage of key customers
• Assess impact of new sales processes and the value of deploying sales team in different ways
• Development: the key metrics that are used to track sales team performance across the business units working with BI and CRM teams to ensure systems and reports are in place to track metrics
• Maintenance: familiarity with current trends in salesforce deployment for the Pharmaceutical/Healthcare industry including understanding of how different models can deliver key business objectives

Essential requirements and candidate background

• Experience partnering with commercial teams to co-develop and execute local innovation and capability-building initiatives
• Discipline in reviewing SFE metrics and using data to course-correct campaigns
• Executive presence to influence stakeholders across regional, global, and local affiliate levels
• Leadership capability to drive accountability and results
• EDUCATION AND EXPERIENCE
• Minimum 15 years of progressive experience in the healthcare or pharmaceutical industry, preferably in multinational organisations, with significant exposure to customer excellence, sales force effectiveness, commercial operations, training, analytics, CRM and digital capability building
• Experience leading cross-functional customer excellence or commercial excellence agendas, including segmentation and targeting, territory optimisation, incentive design, sales operations, market planning and performance management
• Demonstrated people leadership experience, including talent development, coaching, performance management and building high-performing teams across sales training, CRM, analytics, BI and digital functions
• Experience: sales training, coaching, compliance programmes, budget management, forecasting and governance of sales and commercial excellence processes
• Fluency: English with written and verbal communication skills and the ability to influence senior stakeholders in a matrix, multicultural environment
• Senior-level gravitas with a hands-on approach, able to shape strategy while driving disciplined execution across customer excellence priorities
• Understanding: ethical sales and marketing practices, compliance expectations and customer-focused engagement models in the healthcare industry
• Strategic planning, budgeting, forecasting and business acumen, with the ability to connect market insights, customer needs, commercial priorities and operational execution
• Deep knowledge of sales force effectiveness, CRM, BI, digital adoption, distribution channels, forecasting and performance management systems
• Leadership, interpersonal, motivational and influencing skills, with the ability to build trust, align stakeholders and deliver outcomes in a fast-paced, matrix environment
• Analytical, numerical, creative and conceptual thinking skills, with a ability to translate data and insights into clear strategic choices and measurable business actions
• High personal effectiveness, including prioritisation, responsiveness, flexibility, resilience and the ability to operate with limited supervision while knowing when to consult, escalate or inform
• Track record of success in setting high professional standards, driving change, fostering innovation and delivering customer and business impact
• Seizes market opportunities through insight-led decision making, identifying customer and commercial priorities and choosing effective approaches to deliver sustainable impact
• BEHAVIOURS/VALUES

Education and qualification routes

• Degree / qualification: Bachelor’s degree in Medical, Pharmaceutical Sciences, Life Sciences, Business Administration or a related discipline; postgraduate qualification in business, management or commercial excellence would be an advantage

Preferred experience and additional strengths

• Work with the Region to shape and develop annual incentive schemes ensuring schemes are aligned to regional strategy and policy and are fair and motivational
• Test and implement
• Ensure local bonus policies are understood and paid correctly in country, providing support as needed to ensure correct management of sales bonus for accurate calculations and payments to be made
• Country Sales Operations
• Lead and develop CRM and BI roles to ensure they support delivery of business strategy
• Provide input to the structure and requirements of these roles/teams ensuring suitable training is provided and Abbvie systems are understood and fully utilized
• Lead the implementation of significant CRM, BI and digital initiatives, working with relevant team members to ensure adoption, sustained effectiveness and clear local ownership of plans and deliverables
• Drive digital adoption by the IFT by embedding tools, dashboards and field processes into day-to-day commercial routines, enabling data-led decision making and stronger execution discipline across sales teams
• Drive accurate and timely reporting by CRM/BI ensuring effective working processes are in place to meet requirements of all business units
• Ensure the sales operations organization has the right skills, capabilities and future-focused mindset to anticipate evolving business needs, adopt new ways of working and continuously raise the standard of sales operations and excellence
• Represent the country on regional meets and lead/participate in workstreams
• Inform lead team about regional and international commercial excellence initiatives and relevance to the business

Location, schedule and contract conditions

• Work arrangement: Hybrid
• Advertised location: Bengaluru, KA, India

Conditions requiring the complete notice

Some passages contain complex or combined conditions that have not been reduced to short eligibility statements here. Read the complete linked notice for those passages, including any alternatives, exceptions or restrictions. The concise facts above should not be treated as the full wording of every condition.

Pay and application dates

A verified salary figure is not established in this article. An online estimate for another Director, Customer Excellence vacancy is not an offer for reference R00151061; use the employer’s own pay disclosure and recruitment communication.

A closing date is not confirmed in this article. Check the current employer page before submitting: an undated posting can change or be withdrawn.

How to apply to AbbVie

Applications follow the official employer page linked below.

Open the official AbbVie posting below and match the title and reference R00151061.

Compare your qualifications and experience with the essential conditions for the Bengaluru, KA, India position, then read the preferred criteria separately.

Prepare an accurate CV and the supporting items requested in that employer’s application. Provide only information and documents you are authorised to share.

Use the employer’s application option, complete the required fields and review the submission. Retain the acknowledgement when one is provided. Job Alerts World does not receive the application.

Practical preparation: Salesforce

Salesforce experience should identify the users and workflow, then explain the configuration, development or integration you handled. A concrete example helps distinguish administration from application development or process design.

Relevant skills

• Salesforce
• pharmacy
• sales
• account management
• training
• stakeholder management
• communication
• key-account planning
• compliance
• marketing