ROLE SUMMARY

　　Pfizer's CMO purpose and aspiration is to modernize marketing at Pfizer by developing current and next generation marketers and delivering a best-in-class model that is faster, more effective, efficient, and boosts our MROI. In keeping with this purpose, Biopharma Operations plays a key role in creating Better, Faster, Smarter CRM capabilities to support a customer centric omnichannel model. One of the most critical drivers of this transformation is to create industry leading customer experiences to HCPs and Patients across 83 global markets and 4 unique market categories.

　　As a result, the CRM Platform Operations team was created as part of the Content at Scale team to manage a team of CRM operational specialists to ensure the HCP and Patient CRM platforms are effectively managed and optimized to deliver enhanced customer interactions to our customers globally.

　　This role will be responsible for a team of colleagues who will lead global operations for HCP and Patient CRM and orchestration capabilities across 80+ markets. This includes being the operational experts on Pfizer's CRM and orchestration capabilities(MAP, PMAP & SSE) and partnering with other parts of the CMO and Digital organizations to develop new and evolve existing capabilities, end to end processes, and operating models. The Lead is operationally accountable for these platforms and services including effectively supporting the needs of the business, local operations teams, and privacy/compliance while providing an outstanding customer experience.

　　ROLE RESPONSIBILITIES

　　Platform Operational Management: Ensure consistent standards are defined and leveraged across the team for the configuration, customization and maintenance of campaigns and CRM platforms ensuring it meets the needs of the organization.Operational Data Management: Monitoring for data accuracy and quality within the CRM systems including integrations across related systems. Resolve issues when discovered partnering with Digital and other organizations as required.User Support: Ensure team provides support and training to local operations teams and end users where required resolving issues and assisting with adoption.Process Improvement: Identify and implement opportunities to streamline and optimize CRM related processes to enhance customer experience and operating efficiency. Pull through to Channel Enablement and BOPs for local pull through.Integration: Collaborate with Digital and other CMO teams to ensure the CRM platforms are integrated with dependent tools and systems required to support capabilities and efficient processes.Compliance: Ensuring the CRM platforms comply with global and local privacy and compliance regulations and guidelines.Project Management: Oversee CRM related projects, setting objectives, monitoring progress and ensure on time delivery.Stakeholder Communication: Communicate CRM capability and process updates to relevant stakeholders including Channel Enablement, BOPs, Digital, and other CMO teams as required.CRM Roadmap: Partner with other teams in the CMO and Digital to evolve and implement the CRM roadmap to improve customer interactions and increase operational efficiency.Reporting & Analytics: Ensure operational reporting is in place to manage platform operations. Leverage performance dashboards to track CRM performance to help drive data driven capability decisions. Support the development of future dashboards with insights and operational requirements. Help pull through to markets when launched.Primary escalation point for CMO, Channel Enablement and Digital for capability issues or operationalizing new capability developmentAccountable for email deliverability globally across platformsAdvises on DRT email guidelinesManage high priority special project requests based on the needs of the businessManage a team of 4 individual contributors.

　　BASIC QUALIFICATIONS

　　BA Required; MBA or equivalent Master's-level education preferred

　　Strong facilitation and presentation skills

　　Flexibility to adapt to change and prioritization adjustments

　　10+ years of commercial experience, related to CRM operations

　　Fluency in English required

　　Experience in leading global operational CRM teams

　　Proven multi-year track record of team leadership experience

　　Proven track record of delivering business performance

　　Experience leading in globally matrixed teams / cross market / culture functional teams

　　Project Management expertise

　　Experience influencing without authority

　　Preferred Qualifications:

　　Demonstrated history of leading innovation/transformationDrive for optimization/excellenceExperience working in a highly regulated industryDelivery of exceptional customer service and experiencesTrack record for building strong culture and leading teamsStrong ability to drive collaboration and foster highly productive, functional relationshipsDemonstrated agility and ability to drive program completion in expedited timelinesExperience with Adobe or similar CRM tools

　　Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

　　Other Job Details:

　　Eligible for employee referral bonusWork location: On PremiseLast Day to Apply: January 3, 2023

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　　The annual base salary for this position ranges from $156,900.00 to $261,500.00. In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of 20.0% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life's moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site - U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.

　　Relocation assistance may be available based on business needs and/or eligibility.

　　Sunshine Act

　　Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider's name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

　　EEO & Employment Eligibility

　　Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer.

　　Marketing and Market Research

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