Director, US Specialty Care HCP CRM Strategy Lead

rategy team, this role will partner with product marketing teams and collaborate with Customer Facing Colleagues (CFCs) to translate and support their respective marketing and sales objectives and strategies into the CRM channel strategy, including email, direct mail, and SMS among other channels. The role will optimize and personalize CRM strategies to enable and amplify relationships between HCPs and Pfizer that are grounded in relevant information and engagement and fostered by each customer segment's unique journey. Additionally this role will lead and manage 2 direct reports (senior manager).

This is a new role within the Chief Marketing Office, reporting to the Senior Director, US HCP CRM Strategy Lead. Success in this role will include the successful scaling of proven disruptive innovation.

ROLE RESPONSIBILITIES

• Serve as the Specialty Care HCP CRM lead and drive Specialty Care HCP CRM strategies and priorities to ensure success in driving deeper relationships with HCPs for key brands. Also ensure that business unit, brand and HCP level insights are communicated and considered in Specialty Care planning and strategies

• Collaborate with a broad range of commercial teams and cross-functional partners involved with the development and execution of CRM-related strategies and activities. Partner with Specialty Care marketing / commercial teams to:

  • Develop business unit strategy and action on the comprehensive plan to manage Pfizer interactions with HCPs across touchpoints, including campaigns, customer journey and omnichannel orchestration, personalization and decisioning
  • Define the necessary data attributes and audiences for the HCP CRM strategy and partner cross-functionally to implement and leverage the data attributes
  • Lead the Specialty Care ideation and partner to execute on CRM programs
  • Lead the development of strategies for sustained HCP engagement within context of these programs
  • Lead the Specialty Care ideation on the broader customer value proposition by identifying and articulating engagement opportunities across the omnichannel marketing funnel for different products and suggest CRM strategies, tactics and models to address opportunities
  • Oversee the testing, validation, and execution HCP engagement initiatives
  • Segment HCPs into homogenous archetypes across the business unit portfolio of products
  • Create standardized approach to full funnel marketing campaigns
  • Create standardized reports to optimize campaigns and share with key stakeholders
  • Optimize campaigns based upon tests and insights

• Define Specialty Care HCP CRM best practices and socialize them within the marketing organization, Customer Facing Colleague organization and beyond

• Scale data best practice CRM approaches and opportunities for the Specialty Care product teams

• Partner with Specialty Care product marketing, analytics, paid media, and digital to create data-driven HCP omni-channel communication and experiences based upon the target's individual needs

• Optimize HCP KPIs across journey planning, activation, measurement and optimization, including volumes and prescribing mix

• Apply scaled insights and CRM execution across the HCP adoption path

• Identify experience friction points across omnichannel journeys for HCPs and assess where CRM can play a role to increase engagement, conversion and Life Time Value (LTV)

• Audit existing lifecycle content types & content quality to identify gaps and opportunities

• Facilitate the monitoring of CRM and customer engagement strategy and tactic effectiveness in the Specialty Care business unit, in collaboration with Business Insights & Reporting. Continuously evaluate effectiveness of CRM strategies in order to inform and adapt CRM programs and strategies for the business unit

• Manage relationships with internal cross-functional colleagues and CoLab to leverage their expertise and ensure successful execution of CRM initiatives

• Lead cross-functional team to own and co-create user centric solutions resulting in enhanced HCP engagements

• Act as a key enabler in building a strong culture and driving the Chief Marketing Office's disruptive innovation agenda

• Stay informed about industry trends and emerging CRM technologies, proactively identifying opportunities for innovation and growth

• Collaborate closely with stakeholders within the Chief Marketing Office organization and other organizations within Pfizer, including:

  • Product Marketing teams to ensure alignment with brand strategies and tactics
  • Customer Facing Colleagues to ensure alignment with customer engagements and sales strategies
  • Commercial Analytics to define the modeling and audience strategy to optimize reporting, performance analytics and precision marketing
  • Digital to ensure alignment of CRM approach with broader data strategy and HCP experience

• Lead and manage a team of 2 colleagues who provide CRM support across this BU, coaching and developing them to build capabilities and deliver exceptional performance

BASIC QUALIFICATIONS

• Bachelor's degree with 10+ years of relevant experience

• General knowledge of the pharmaceutical industry and healthcare environment

• Pharmaceutical business leadership, including experience in strategy development and interaction with customers

• Strong knowledge of CRM principles, strategies, and best practices, with a focus on customer segmentation and personalization

• Proficiency in CRM platforms, marketing automation tools, and analytics software to effectively manage customer data and campaign execution

• Experience designing and executing HCP, consumer or patient CRM campaigns including customer journeys, batch campaigns, and new product introductions

• Experience testing and optimizing campaigns over time to maximize response rates and ROI

• Demonstrate a human-centered mindset - being obsessed with the customer

• Willingness to experiment, and comfortable creating a 'fail fast, learn fast' culture

• Courage to provide objective opinions, especially when evaluating go/no-go innovation decisions

• Experience partnering closely with Medical, Legal, Regulatory and Compliance to execute campaigns within guidelines

• Prior success navigating large matrixed organization and collaborating across multiple, diverse stakeholders to drive results

• Lead cross-functional and cross-business projects and initiatives, identifying risks and removing roadblocks to enable teams to achieve successful delivery

• Proven ability to lead teams, build coalitions and develop strong partnerships across functions

• Demonstrate a breadth of diverse leadership experiences and capabilities including: the ability to effectively influence senior leaders and colleagues at all levels of the organization

• Exhibit a strong executive presence and demonstrated ability to develop and coach others

• Demonstrated business acumen, strong analytical skills, strategic mindset and conceptual problem-solving skills

• Oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact

• Demonstrate ability to thrive under pressure, take accountability and meet deadlines

• Self-motivated with demonstrated ability to execute with speed and high quality

• Discretion and trustworthiness in dealing with confidential information

• Track record demonstrating strong collaboration and communications skills; outstanding writing and presentation skills

• Strong project and time management and organizational skills

• Role model for the Pfizer Values (Courage, Excellence, Equity, Joy)

PREFERRED QUALIFICATIONS

• MBA or relevant advance degree preferred

• Deep understanding of the pharmaceutical industry and/or healthcare ecosystem

• Pharmaceutical marketing experience is an advantage

• Experience launching disruptive innovation in a customer-centric industry

• Comfortable working and performing within emerging, evolving and ambiguous environments

• GCMA experience preferred

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.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Occasional travel (≤20% travel required)

Additional Details

• Last Date to Apply: November 9th
• Location: Onsite 2-3 days per week, New York City HQ, Boulder, CO, Tampa, FL, Collegeville, PA, Lake Forest, IL or San Francisco, CA
  -Eligible for employee referral bonus
  #LI-PF #HCPCRM #CRMStrategy

The annual base salary for this position ranges from $156,https://900.00 to $261,https://500.00.* In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of https://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 - https://U.S. Benefits | (https://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.

• The annual base salary for this position in Tampa, FL ranges from $141,https://200.00 to $235,https://400.00.

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.

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