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 offer marketers a fit-for-purpose set of capabilities to enable omnichannel campaigns and a supporting operating model to support BUs and countries.

The CRM HCP Operations Capability Lead role reports to the CRM Platforms Operations Lead and will be responsible for operations across existing and new HCP CRM platforms. The role will be the operational day to day lead for HCP CRM capabilities ensuring the platforms are working as expected, monitoring for and resolving issues, working through tickets from the local teams, evaluating the best ways to leverage the platforms to achieve business goals and ensuring the local operational teams are trained and supported on the tools and processes.

The role will partner closely with the CRM Platform Operational Effectiveness Lead, Digital and CRM Strategy teams in both day to day operations and also to contribute requirements to capability enhancements and the CRM roadmap. The role will also work closely with Channel Enablement, Campaign Managers and the Campaign Build team to deliver compliant campaign execution per marketing requirements and ensure teams are trained in the op processes.

ROLE RESPONSIBILITIES

Ensure day to day operational and functional readiness of the HCP CRM platforms. Triage and resolve issues as required.
Monitor HCP operations and functional processes (data loads, etc) to identify and implement areas for process and tool optimization in existing capabilities that deliver efficiencies and increase customer satisfaction.
Ensure scheduled activities (data refresh cycles, etc) occur successfully and according to plan
Conduct feasibility assessments for new requests involving HCP campaigns from marketing and formulate ways to leverage the tools and processes to deliver
Manage list scrubbing and third party vendor processes, related tools and integrations
Work with the marketing, operations and Digital on data cleansing and reconciliation projects
Partners with the CRM Operational Effectiveness Lead to develop the HCP CRM operating processes, capabilities, op models and operational training materials and help communicate to local operations ( Channel Enablement, BOPs) and marketing as required
Support CRM Op Effectiveness Lead, CRM Strategy and Digital teams in defining new capability and roadmap operational requirements
Assist in testing and deployment of new enhancements or capabilities
Communicate key operational information to all stakeholder groups (CMO, Digital, Commercial) related to platform operations, scheduled downtime, new enhancement or capability releases
Provide requirements for HCP operational and performance based dashboards and monitor to ensure data accuracy across systems

BASIC QUALIFICATIONS

BA or requisite work experience (10+ years)
10+ years of CRM operations experience, highly focused on omnichannel/marketing automation and email
Advanced experience with CRM and marketing automation tools
Strong leadership qualities and program management skills.
Excellent communication skills, problem solving abilities, and platform development knowledge.
Past experience building operational processes and managing marketing operations
Understanding of operational data and information to make informed decisions and optimize operations.
Data analysis and reconciliation experience
Hybrid skillset with mix of marketing, operations and technical skills in the marketing space

Preferred Qualifications:

Possess a comprehensive understanding of the pharmaceutical marketing space and regulations.
Experience in campaign management operations
Demonstrated history of leading innovation/transformation.
Drive for optimization/excellence.
Delivery of exceptional customer services and experiences
Strong ability to drive collaboration and foster highly productive, functional relationships.
Demonstrated agility and ability to drive program completion in expeditedtimelines and matrixed environments
Experience with HCP marketing automation
Adobe application knowledge; Workfront, Marketo, AEM, Veeva, and others.

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.

O ther Job Details:

Eligible for employee referral bonus
Work location: On Premise
Last Day to Apply: January 3, 2023

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The annual base salary for this position ranges from $144,900.00 to $241,500.00. 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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HCP CRM Operations Capability Lead

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