Patient & Healthcare Experience Director

Do you want to be part of an international, innovative, world-class pharmaceutical company? Of an organization committed to putting patients first? Pfizer has always evolved with the changing needs of the people who rely on us to create a healthier world.

About the position
Patient and Healthcare Experience Director (PHXD) is the leader of the platform function to provide strategic leadership for Pfizer Netherlands transformation journey on how we engage HCPs and patients. PHXD is responsible for omnichannel (OC) planning and strategy, Channel strategy, Customer Experience (CX) strategy, overall OC, Channel and CX capability building, and building operational marketing excellence for Pfizer Netherlands with customer experience mindset. He/She sits in Country Leadership Team and accountable for Pfizer Netherlands building a customer experience-centric omnichannel marketing approach. This is an exciting new director level role to lead the newly established overall Customer OC, Channel and Operational Marketing Excellence roles and the overall PHX team to drive revenue growth, engagement growth with HCPs and demand generation with our overall execution excellence and strategic planning. The responsibilities include:
 

• Be the strategic marketing leader for Pfizer Netherlands and build and drive Customer OC, Channel and Customer Experience (CX) capability and strategic plan for the Netherlands. Be a permanent member of Country Leadership Team (CLT) 

• Drive Pfizer’s overall commercial success, revenue, and business& customer engagement growth by leading the overall PHX team in the Netherlands and create demand generation with execution excellence and strategic planning. Carry responsibility for one-Pfizer Netherlands revenues and growth in his/her goals.

• Drive organizational efforts to embed a new Customer OC, Channel and CX excellence approach with focus on best-in-class execution by the team. Continuously optimize the Customer OC, Channel and CX excellence to drive more customer engagement and revenue growth

• ·  Lead and drive strategically within Pfizer Netherlands new operating model for OC Marketing plan development, Content generation, Channel deployment and CX capability.

• Lead on Pfizer Netherlands strategic approach for building personalized customer experiences by ensuring that Pfizer Netherlands builds the new culture of purposefully sequencing customers’ preferred channels and content formats, underpinned by data & analytics

• Lead on Pfizer Netherlands innovative culture and actively pursuing possibilities for new channel services for the Netherlands. Ensure Pfizer Netherlands localizes and implements Global CX and channel frameworks and pull through of global CX programs and global campaigns in collaboration with relevant Category stakeholders and key enabling functions  

• Ensure allocation of responsibilities within the PHX broader team and the team resources aligned with Category needs, category goals and customer needs.

• Build a new learning and innovation culture within the organization. Drive the new culture of excellence in operational execution and insight driven OC marketing planning in the organization. Bring in best practices from within and outside of pharmaceutical industry.

• Ensure Pfizer Netherlands pulls through global CX and channel training programs to develop its expertise in the deployment of new and innovative channels with a customer-centric mindset in collaboration with L&D.

• Responsible for marketing talent pipeline for the Netherlands and lead on Commercial Trainee Program and Internships’

• Lead marketing excellence community across one-Pfizer Netherlands and strive for continuous skillset and capability development among marketers 

• Reassures team`s commitment, compliance and adherence to legal and financial policies, relevant procedures and agreed timelines of the organization.

About you

• University degree in Science, Health Science or Business required.

• Fluent in both Dutch and English

• Pharma Industry: 10+ years digital pharmaceutical marketing or relevant experience with Dutch market.

• Prior recent Omnichannel leadership experience (ideally within healthcare industry) and successful leadership track record in customer experience-centric marketing approach.

• Successful track record in building and creating new culture and be the leadership agent of change

• Strong internal ambassadorship skillset. Prior experience and successful track record of working with diverse cross functional teams, in/with Country Leadership teams and Global teams within the Glocal framework

• Analytical skills, project management and coordination skills across internal and external stakeholders.

• Exhibit excellent problem-solving skills, consistently demonstrating resourcefulness, agility and perseverance through ambiguous situations and complex environments, and be solution oriented

• Be a self-starter, pro-active, self-motivated, have the ability to manage priorities, handle multiple tasks with frequent tight deadlines, work well in team environments, and be productive when working independently with minimal supervision 

• Pushing boundaries, challenging status quo and be the leader to create and operate in an environment that continuously embraces and encourages the implementation of innovative ideas and fosters a culture of collaboration and teamwork.

• Prior people management experience and a successful track record in people leadership. Able to motivate and inspire diverse group of individuals to achieve stretching goals with an innovative and customer obsessed mindset

• Understands trends in digital healthcare and pharmaceuticals, customer landscape, and competitive dynamics in the Netherlands

**About us

Innovative company**

Pfizer has a pipeline full of innovative medicines for a variety of conditions. As a Pfizer colleague, you'll have the opportunity to maximize the impact of medicines for patients in a variety of ways. In short, you make a real difference.

Development opportunities
We are always looking for top talent. We believe you will never stop learning and there will always be a new opportunity for your development. That is why we have broad opportunities in the Dutch organization. There are regular opportunities for training or to gain experience in a different field or even advancement to an international position.

A culture where you can be yourself
We are a large, international organization with people from all over the world. At Pfizer everyone should be able to be themselves, that's what we strive for and live by.

Work/life balance
At Pfizer, we know that if you really want to make an impact on people's lives, it's important that your people are at their best. That's why we offer our colleagues good working conditions, such as an appropriate salary and opportunities to work from home. Working a lot of overtime is not the norm for us. We also believe that work and having fun should go hand in hand. That's why, for example, you can participate in all kinds of activities outside of work.

Are you interested?

Do you know enough and have you decided to respond? We are curious about you and invite you to submit your application via the apply button below. You don't have to worry about a deadline to respond. We keep looking until we have found the right candidate for this position.

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

#LI-PFE

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

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