The Consumer and Customer Engagement Manager is responsible for developing and executing consumer-focused marketing strategies that drive brand awareness, customer acquisition, and long-term loyalty within the aesthetic, beauty, or wellness sector. This role bridges aesthetic marketing, customer experience, and data-driven engagement, ensuring consistent, personalized, and compelling interactions across all consumer touchpoints. The Consumer and Customer Engagement Manager is responsible for developing and executing consumer-focused marketing strategies that drive brand awareness, customer acquisition, and long-term loyalty within the aesthetic, beauty, or wellness sector. This role bridges aesthetic marketing, customer experience, and data-driven engagement, ensuring consistent, personalized, and compelling interactions across all consumer touchpoints.

Key Responsibilities

Consumer & Customer Engagement Strategy

Develop and lead integrated consumer and customer engagement strategies aligned with brand positioning and business objectives.
Design and manage end-to-end customer journeys across online, in-clinic, and offline channels.
Identify key consumer insights and translate them into effective marketing initiatives that enhance emotional connection and trust with the brand.
Work closely with our key account stakeholders to understand their need then develop a strategic DTC campaign with excellent in execution to help them in recruiting and maintaining their patients.

Aesthetic Marketing & Brand Experience

Plan and execute aesthetic marketing campaigns across digital, social media, CRM, events, and partnerships.
Ensure all consumer-facing content reflects premium aesthetics, clinical credibility, and brand consistency.
Collaborate with creative, medical, and sales teams to develop campaigns that highlight treatments, products, and customer success stories.

Customer Relationship Management (CRM)

Own and optimize CRM programs including loyalty programs, customer retention initiatives, and lifecycle communication.
Segment customer databases based on behavior, preferences, and lifecycle stages.
Drive personalization strategies to improve engagement, repeat visits, and customer lifetime value.

Digital & Social Engagement

Oversee social media and digital platforms with a focus on community building, education, and engagement, not just promotion.
Work closely with digital marketing teams to leverage paid media, influencer marketing, and social listening.
Monitor and respond to customer feedback, reviews, and conversations to protect and enhance brand reputation.

Data, Insights & Performance Tracking

Track and analyze engagement KPIs
Use consumer data and market trends to continuously optimize campaign performance and customer experiences.
Prepare regular reports and actionable insights for senior management.

Cross-Functional Collaboration

Partner with sales, business excellence, clinical specialists, medical, and customer service teams to ensure seamless customer experience.
Train internal teams on customer-centric engagement practices and brand communication guidelines.
Manage external agencies and vendors, including creative, CRM, and digital partners.

Qualifications

Key Skills & Competencies

Core Skills

Strong expertise in consumer and customer engagement marketing
Solid understanding of aesthetics, healthcare, or wellness marketing
CRM and customer lifecycle management
Campaign planning and integrated marketing execution
Customer journey mapping and personalization strategy

Digital & Analytical Skills

Digital marketing and social media management
Marketing analytics, dashboards, and performance measurement
Data-driven decision-making and consumer insight generation

Soft Skills

Strong storytelling and communication skills
Creative mindset with commercial acumen
Customer-obsessed and detail-oriented
Collaborative, proactive, and adaptable

Qualifications & Experience

8–12+ years in marketing, with strong experience in consumer marketing, preferably in aesthetics, healthcare, FMCG, or premium/luxury services
Educational degree in Marketing, Business, or related field
Proven leadership experience managing cross-functional teams
Strong exposure to B2C and B2B2C models

Essential Skills, Experience, and Competencies

Strategic thinking with strong execution understanding
Deep understanding of consumer behavior and patient journey
Strong stakeholder management and influencing skills
Leadership, coaching, and team development capability
Data-driven decision-making mindset
Experience in digital and omnichannel marketing

Additional Information

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled.

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