• Job Description

  Req#: 4891968

  Customer Facing Colleague Enablement (CFCE) is a Biopharma Operations service vertical within the Chief Marketing Office, driving performance, scale, simplicity, and efficiency for Customer Facing Colleagues (CFCs).

  The Customer Facing Colleague Enablement – Spain & EU Agile Lead provides leadership for a high-functioning team of CFCE professionals. The role is responsible for overall system and business process ownership to drive compliant and effective CFC promotional activity for Spain, Eastern Europe Cluster (Poland, Adriatic (Croatia, Serbia, Bosnia-Herzegovina, Slovenia), Bulgaria, Czech, Hungary, Romania, Slovakia, Israel) and Western Europe Cluster (Sweden, Finland, Ireland, Greece (Malta, Cyprus), Portugal, Netherlands, Belgium/Luxembourg, Switzerland, Austria, Denmark, Norway).

  This role provides oversight on all governance and audit activity for key systems including Organization Manager (OM), Veeva/PforceRx, Commercial Triage, Territory Design Tools, as well as the integrated systems and processes (“ecosystem”) that drive customer engagements.

  The role is a people manager to 7-8 CFE professionals, providing technical delivery knowledge and strategic direction in the planning and execution of all agreed Customer Facing Enablement services in scope of the named markets above that allow the business to drive quality at scale.

  The role will collaborate with Biopharma functional teams, including Commercial/ Sales leaders, the CMO, Biopharma Operations Partners (BOPs), Business Analytics and Insights, Digital, Learning & Development, People Experience, and Corporate Compliance to improve customer engagements and support service improvements for the named markets.

  Reports to Customer Facing Colleague Enablement Lead Europe within Biopharma Ops.

  ROLE RESPONSIBILITIES

  Leads Customer Facing Colleague Enablement services in Spain & EU Cluster markets:

  • Supports Field Force sales call/detail planning and activities with processes and tools (e.g. Sales Force Automation (SFA), CFC Orchestration (CFCO))
  • Enables and support customer segmentation, sales force sizing, call plans and sales performance projections
  • Builds efficient and optimized sales team structures, reporting hierarchies and geographical boundaries (maps)Enables virtual communications, engagements and details between CFCs and HCPS
  • Supports customer facing colleagues in obtaining access to hospital systems in an efficient, timely, and cost-effective manner, while remaining compliant with Pfizer and hospital system policies. Credentials include, but are not limited, to background checks, drug screening, and medical testing

  Attracts, develops, retains, and engages a high performing virtual and in-market service delivery team:

  • Leads the Customer Facing Colleague Enablement service delivery team in Spain & EU Cluster markets by attracting, developing and motivating a team of 7-8 reports
  • Creates, maintains and demonstrates an in-depth understanding of priorities across the service delivery team and works collaboratively with the team to allocate team resources appropriately to meet service delivery commitments
  • Manages the high performance of the service delivery team ensuring team members are equipped with the required capabilities to perform their assigned tasks effectively
  • Develop and implement cultural imperatives, challenging colleagues to grow beyond comfort level with both technical and professional capabilities

  Identifies opportunities for improving Customer Facing Colleague Enablement service delivery within Spain & EU Cluster markets:

  • Streamlines and scales systems across Spain & EU Cluster markets and BUs with central support based on agreed services
  • Identifies needs for innovation or operational support
  • Drives alignment to the Customer Facing Enablement Design and Global Vertical service catalogue definition, processes, enhancements and strategies
  • Drives transformation: standardization, optimization and
  • automation towards higher efficiency, better service quality, and faster solution provisioning
  • Ensures the collection and provision of service delivery data and insights to support further service delivery optimization, effectiveness of daily service delivery operations and to provide insight for Biopharma Ops
  • Ensure the usage of Biopharma Ops service delivery tools and platforms.
  • Improves quality, consistency (One Pfizer), and compliance across Business Therapeutic Areas and Spain & EU Cluster markets
  • Ensures all service delivery meets agreed in place quality plans in collaboration with CQO and PX Global Compensation to meet
  • Partner with Pfizer Digital, Global Data Management and Data Steward role for timeliness and consistency of data deliverables on platform projects focused on improving data quality (e.g. HCP search capability)

  QUALIFICATIONS

  • BA Required; MBA or equivalent Master’s-level education preferred
  • 10+ years of experience in Commercial Operations or other Customer Facing Enablement function
  • 7+ years of experience in supporting innovation and business transformation
  • 5+ years management of vendors or outside consultants
  • Experience leading complex projects in a matrix environment, including management of technical teams, management of multi-functional business processes, and delivery of high-impact business results
  • Knowledgeable in the software development lifecycle
  • Proven track record of delivering business performance and exceptional customer services or experiences
  • Cross-BU and/or diversity of job experiences that include managing technical teams, vendor, external consultants, or multi-functional business processes
  • Drive for optimization and excellence
  • Strong oral and written communication skills
  • Experience in contributing to the team culture
  • Strong ability to drive collaboration and foster highly productive, functional relationships
  • Demonstrated agility and ability to independently drive program completion in expedited timelines
  • Proficiency in Microsoft Access, Excel, PowerPoint, Word, and MS Teams required
  • Fluency in English required
  • Experience working with Organization Manager and/or Veeva Suite of Customer Relationship Management (CRM) applications highly preferred
  • Experience interacting with Pfizer Digital, CMO Leads, CFCE LT, and Sales and Commercial Leads
  • Knowledge of Pfizer organizational structure, Budget Management/Financial Controls preferred

  Purpose

  Breakthroughs that change patients' lives... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.

  Digital Transformation Strategy

  One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.

  Flexibility

  We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation!

  Equal Employment Opportunity

  We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.

  Se valorarán las candidaturas que puedan aportar certificados oficiales de minusvalía.

  Sales Operations & Admin

• About the company

  At Pfizer we know that great things happen anywhere people come together with one shared goal. And the greatest rewards are sometimes where you least expect them. The future of medicine is happening at Pfizer.

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