ROLE SUMMARY
Where EMPATHY MEETS EXCELLENCE: Pfizer created a Customer Relationship Management (CRM) and Audience Center of Excellence to enable and drive a new standard for Health Care Provider (HCP), consumer, and patient engagement in pharma. This team, part of the Chief Marketing Office (CMO), partners with cross-functional leaders to collaborate and redefine our engagement strategies and provide exceptionally timely, differentiated, and relevant messages that drive deeper relationships and support across inbound and outbound consumer, patient and HCP experiences to positively impact health outcomes both in the US and Internationally.
The Director, US Oncology HCP CRM Strategy Lead is responsible for developing a world class HCP communication Center of Excellence across the products in this business unit. This role will partner with product/brand 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 strategies, 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, 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 Oncology HCP CRM lead and drive Oncology HCP CRM strategies and priorities to ensure deeper relationships with HCPs for key brands. Also ensure that business unit, brand and HCP level insights are communicated and considered in Oncology CRM strategies and tactics
• Lead broad range of commercial teams and cross-functional partners involved with the development and execution of CRM-related strategies and activities
• Partner with Oncology marketing / commercial teams to:

• Develop business unit and brand strategies 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 Oncology ideation of 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 CRM engagement initiatives
• Segment HCPs into homogenous archetypes across the business unit portfolio of products
• Create standardized approach to full funnel marketing campaigns
• Optimize HCP KPIs across journey planning, activation, measurement and optimization, including volume and prescribing mix
• Create standardized reports to optimize campaigns and share with key stakeholders
• Optimize campaigns based upon tests and insights

• Define Oncology HCP CRM best practices and socialize them within the marketing organization, Customer Facing Colleague organization and beyond
• Partner with Oncology product marketing, analytics, paid media, and digital to create data-driven HCP omni-channel communication and experiences based upon the target's individual needs
• 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
• Manage relationships with internal cross-functional colleagues and CoLab (agency) to leverage their expertise and ensure successful execution of CRM initiatives
• 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
• Lead and manage a team of 2 colleagues who provide CRM support across this BU; coach and developing them to build capabilities and deliver exceptional performance

BASIC QUALIFICATIONS

• Bachelor's degree with 10+ years of relevant experience
• Strong knowledge of CRM principles, strategies, and best practices, with a focus on customer segmentation, personalization and first and zero party data capture

• Extensive experience designing and executing CRM campaigns including customer journeys, batch campaigns, and new product introductions

• Proficiency in CRM platforms, marketing automation tools, and analytics software to effectively manage customer data and campaign execution
• 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
• 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
• 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
• Self-motivated with demonstrated ability to thrive under pressure, take accountability and meet deadlines
• Strong collaboration and communications skills; outstanding writing and presentation skills; strong project, time management and organizational skills
• Role model for the Pfizer Values (Courage, Excellence, Equity, Joy)

PREFERRED QUALIFICATIONS

• MBA or relevant advanced degree preferred
• Pharmaceutical business leadership, including experience in strategy development, marketing and interaction with customers
• Deep understanding of the pharmaceutical industry and/or healthcare ecosystem
• Experience launching disruptive innovation in a customer-centric industry
• Comfortable working and performing within emerging, evolving and ambiguous environments

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
Occasional travel (≤20% travel required)
Additional Details
- Last Date to Apply: April 9, 2024
- 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
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The annual base salary for this position ranges from $161,600.00 to $269,400.00.* 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.
* The annual base salary for this position in Tampa, FL ranges from $145,400.00 to $242,400.00.
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. This position requires permanent work authorization in the United States.
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