Be an Early Applicant
We’re in relentless pursuit of breakthroughs that change patients’ lives.
The Role
Leads customer-facing operations excellence across Malaysia, Singapore, Indonesia, and the Philippines. Builds the cluster roadmap, standardizes segmentation and targeting, coordinates GOSC services, synchronizes operational cycles, manages cross-market escalations, and drives implementation of incentive, CRM, customer engagement, and process improvements. Requires strong commercial operations, stakeholder management, PMO, data consolidation, and pharma or regulated-industry experience.
Summary Generated by Built In
Purpose
The CFC Excellence Manager (Customer Facing Colleague) is MISP's cluster (MISP: Malaysia, Singapore, Indonesia, Philippines ) standardisation and continuous-improvement engine for customer-facing operations. The role supports all four markets, identifies common needs and legitimate differences, synchronises cluster activity and turns recurring issues into improvement opportunities with GOSC and above-market partners, without replacing local CE&I or CFC leads.
Key responsibilities
Accountable for
Works closely with
Role flexibility
Where business needs require, this MISP-level role may be asked to take on a secondary hat as CE&I Manager for one MISP market, as agreed with the CE&I Lead and PX. When assigned, the role holder also carries the full local accountability described in the CE&I Manager profile, kept distinct from the MISP accountabilities above.
Qualifications and experience
Leadership expectations
Work Location Assignment: On Premise
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers .
Marketing and Market Research
The CFC Excellence Manager (Customer Facing Colleague) is MISP's cluster (MISP: Malaysia, Singapore, Indonesia, Philippines ) standardisation and continuous-improvement engine for customer-facing operations. The role supports all four markets, identifies common needs and legitimate differences, synchronises cluster activity and turns recurring issues into improvement opportunities with GOSC and above-market partners, without replacing local CE&I or CFC leads.
Key responsibilities
- Build the MISP CFC Excellence roadmap from needs surfaced by CE&I Managers and local CFC and Sales leads.
- Act as the cluster operational interface to the Global Operations Service Center (GOSC) for territory design, incentive compensation, customer engagement planning and customer relationship management processes.
- Run the cluster HCP/HCO segmentation and targeting process: set common standards and refresh cycles, coordinate GOSC delivery, and work with CE&I Managers on local validation, on behalf of the CE&I Lead.
- Track the quality and timeliness of GOSC outputs, consolidate cross-market issues, coordinate escalations and identify opportunities to improve accuracy, turnaround, process discipline and standardisation.
- Explore and progressively standardise ways of working across markets, while preserving legitimate market differences.
- Synchronise cluster cycle calendars, including segmentation refresh, incentive payout, territory realignment and customer engagement planning cycles.
- Partner with local leads on cluster incentive plan and contest strategy, aligned with business priorities and global policy; lead in-cluster implementation of new CFC systems, processes and policy changes.
Accountable for
- Cluster CFC roadmap, standards and progress
- Cluster segmentation and targeting standards and refresh cycles
- GOSC service interface and consolidated improvement agenda
Works closely with
- CE&I Managers and local CFC/Sales leads
- Commercial Performance and Commercial Enablement
- GOSC, CET, Compliance, enterprise insights and Digital Technology
Role flexibility
Where business needs require, this MISP-level role may be asked to take on a secondary hat as CE&I Manager for one MISP market, as agreed with the CE&I Lead and PX. When assigned, the role holder also carries the full local accountability described in the CE&I Manager profile, kept distinct from the MISP accountabilities above.
Qualifications and experience
- Experience in commercial operations, field-force operations or a shared-services interface role.
- Strong knowledge of segmentation, targeting, territory, incentive compensation, customer relationship management and customer engagement planning.
- Process standardisation, PMO and data-consolidation capability, including advanced Excel proficiency.
- Strong stakeholder management across markets and shared-services teams.
- Typically 7+ years of relevant experience in pharma or a comparable regulated industry.
Leadership expectations
- Business Acumen, Leading Change, Decisiveness and Building Effective Teams are critical.
- Accountability, Developing Others and a One Pfizer mindset are highly weighted.
- Use approved AI tools responsibly to improve productivity, quality and decision-making.
Work Location Assignment: On Premise
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers .
Marketing and Market Research
Skills Required
- Experience in commercial operations, field-force operations, or a shared-services interface role
- Strong knowledge of segmentation and targeting
- Strong knowledge of territory management
- Strong knowledge of incentive compensation
- Strong knowledge of customer relationship management
- Strong knowledge of customer engagement planning
- Process standardization, PMO, and data-consolidation capability
- Advanced Excel proficiency
- Strong stakeholder management across markets and shared-services teams
- Typically 7 or more years of relevant experience in pharma or a comparable regulated industry
- Ability to use approved AI tools responsibly
What the Team is Saying
Daniel
Diagnostics Launch Lead
Anna
R&D Privacy Steward
Esteban
Specialist
Pfizer
Pfizer Compensation & Benefits Highlights
-
Healthcare Strength — Health coverage is described as comprehensive across medical, dental, vision, and mental‑health support, with strong plan options and provider networks. Feedback suggests these programs are a clear standout within the total rewards package.
-
Retirement Support — Retirement programs feature a 401(k) with company matching plus an additional company retirement contribution. Feedback suggests these elements are consistently highlighted as valuable components of overall compensation.
-
Leave & Time Off Breadth — Paid vacation, holidays, and sick time are often characterized as generous, with some locations offering the ability to purchase additional vacation days. Feedback suggests this breadth contributes meaningfully to work‑life balance.
Pfizer Insights
Am I A Good Fit?
Get Personalized Job Insights.
Our AI-powered fit analysis compares your resume with a job listing so you know if your skills & experience align.
Success! Refresh the page to see how your skills align with this role.
The Company
What We Do
Our purpose ensures that patients remain at the center of all we do. We live our purpose by sourcing the best science in the world; partnering with others in the healthcare system to improve access to our medicines; using digital technologies to enhance our drug discovery and development, as well as patient outcomes; and leading the conversation to advocate for pro-innovation/pro-patient policies.
Why Work With Us
We are the inventors, the problem solvers, the big thinkers — those who surmount any hurdle to deliver breakthrough medicines to the people who are counting on them the most.
Gallery
Pfizer Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
2.5 days a week
Hudson Yards
Provincia de Buenos Aires
Andover, MA
Athens, GR
Chennai, IN
Collegeville, PA
Durham, NC
Groton, CT
Madison, NJ
Madrid, ES
Mumbai, Maharashtra
Rochester, MI
San Diego, CA
Seattle, WA
Tampa, FL
Center for Digital Innovation
Learn more
