• Own and deliver territory and account plans to achieve agreed goals and KPIs. • Identify, prioritize, and develop key customer relationships in line with product strategy. • Use CRM tools to manage call planning, tracking, and follow-up activities effectively. • Build trusted relationships with key external experts and decision-makers. • Act as a local product expert and deliver compliant, high-quality product information using approved materials. • Plan and execute live and virtual customer events and presentations. • Monitor market trends and gather competitive intelligence, sharing relevant insights with internal teams. • Work in full alignment with AbbVie policies, SOPs, ethical standards, and applicable regulations.

• Oversee contracted operation(s) to ensure needs of the contract and client are met while addressing needs of employees • People Leadership – develop a highly functioning client team • Responsible for full employee lifecycle of direct and indirect reports including, but not limited to interviewing and hiring; onboarding and induction; on-the-job training; professional learning, development, and growth; performance management including reviews and goal setting; talent management including succession planning for key roles; off-boarding management • Ensure direct and indirect reports understand and are compliant with company and client policies, service level agreements (SLAs) and expected quality of work, utilizing corrective action when necessary • Engage in regular and consistent communication with employees, hold regular team meetings and individual (1:1) meetings to ensure open lines of communication for company and client information, as well as to discuss clear expectations, performance and progress against goals and development • Foster cross-training and a sense of team work to optimize client service delivery • Ensure account meet or exceed client expectations • Establish, execute, and sustain quality service delivery through standard operating procedures, account planning, and achieving agreed-upon metrics and goals to ensure client satisfaction and exceptional employee performance • Drive continuous improvement; keep client and manager informed of significant and potential issues, and communicate proposed solutions or processes that will avoid future or other potential issues; timely resolve issues escalated by the client • Manage staffing and workflow volumes; use workflow management system to justify headcount based on work volumes and allocate staffing resources by shift or service line accordingly • Review monthly P&L and submit necessary changes to financial analyst • Manage over-time and time-off to avoid non-billable charges • Create and distribute monthly invoice, ensuring it meets contractual requirements • Manage relationships with clients by ensuring a high level of customer satisfaction • Create and present monthly Client Service Review (CSR); reflect on data presented and be prepared to discuss ideas for process improvement and benefits to the client to support informed decision-making • Solicit feedback from clients (client outreach) regularly • Educate clients on Williams Lea services already provided and those available through strong sense of the client’s business and the impact our services may have on their success

• Engage the client, bid effectively, and efficiently to win RFPs in market research • Own bidding process for projects with understanding of costs and feasibility • Support maintenance of existing business managing contracts and up-sell opportunities • Actively network within existing client contacts for new business/prospects • Organise client and internal kick off calls, develop proposals and deliver sales communications • Consult with clients on sample design and business issues • Provide superior customer service to clients; ensure internal team understands research design • Respond to difficult client issues and influence internal resources or escalate issues • Manage bid requests and ensure proper and timely delivery • Collaborate with partners and vendors for seamless project execution.

• Lead the development of trust-based, long-term relationships with immigrant-led organizations. • Co-author capacity-sharing and learning design, and innovative convening strategies. • Develop and improve frameworks for immigrants' readiness to engage in systems change. • Manage staff and align work across teams toward shared goals. • Collaborate closely with internal partners for strategic planning and insights integration.