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 Platform Operational Effectiveness Lead role reports to the CRM Platforms Operations Lead and will be responsible for ensuring efficient and compliant CRM operations across existing and new platforms. The role will be the functional and process expert for all CRM Patient and HCP Platforms (MAP, PMAP, SSE, orchestration) responsible for owning a library of processes, capability documentation and an operating model for current platforms ensuring CRM capabilities can be leveraged to meet evolving business needs in an efficient manner.

The role will partner closely with Digital and CRM Strategy teams to analyze and deliver both capability enhancements and the CRM roadmap. The role will define operational requirements and processes to build sustainable, efficient BAU models and lead the deployment of the model and capabilities to market based operations teams (Channel Enablement, BOPs and others)

ROLE RESPONSIBILITIES

Own the creation and maintenance of a library of operating processes, capabilities, op models and operational training materials and communicate to local operations (teammates in CRM Platform Ops, Channel Enablement, BOPs) and marketing as required
Identify and implement areas for operational optimization in existing capabilities that deliver efficiencies and increase customer satisfaction.
Leverage functional expertise to conduct feasibility assessments for new requests from marketing and formulate ways to leverage the tools and processes to deliver
Partner with CRM Strategy and Digital teams to define and implement the capability roadmap for CRM capabilities defining operational requirements and processes and pull through to implementation with local operations teams (teammates in CRM Channel Ops, Channel Enablement, BOPs, Digital and others)
Operations lead on deployment projects that leverage, integrate with or build new capabilities in the CRM space leveraging teammates in the CRM Platform Operations team as appropriate
Take ownership and provide resolution for any process related issues impacting the platform.
Distill operational information to all stakeholder groups (CMO, Digital, Commercial) in preparation of any changes to the platform or new capabilities.
Provide requirements for operational and performance based dashboards and leverage to pull insights that inform efficiencies or new capabilities

BASIC QUALIFICATIONS

BA or requisite work experience in field required (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 models
Understanding of operational data and information to make informed decisions and optimize operations.
Data analysis and reconciliation experience
Hybrid skillset with mix of marketing, operation 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 expedited timelines and matrixed environments
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

#LI-PFE

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

#LI-PFE

CRM Platforms Operational Effectiveness Lead

This job is now closed

Job Description

About the company

Other job opportunities