Customer Engagement Training Manager - North Africa

Use Your Power for Purpose

At Pfizer, we believe in the power of our people to make a difference in patients' lives. Your role will be pivotal in ensuring our sales team is equipped with the knowledge and skills to effectively communicate the benefits of our products. By developing and delivering comprehensive training programs, you will help our sales representatives and channel partners understand and convey our pro-innovation and pro-patient policies. Your efforts will ensure that our products reach as many patients and providers as possible, ultimately contributing to improved patient outcomes through effective communication and education.

The Customer Engagement Training (CET) Manager will report to the CET Lead – EMAsia & MERA Hub.

Colleague will works closely with global, regional and local stakeholders to develop new training programs addressing the needs of the North Africa affiliate and in line with the EM CET strategy.

Given the ongoing globalization of Pfizer enabling functions and a desired alignment of practices across the EM region, we are looking for a change agent that will be able to create appropriate balance between securing local training service continuity on the one hand, and driving the required change management on the other hand.

The selected candidate will be the CET ambassador towards both team members as the business clients, and will drive the implementation of new global strategies in the assigned market.

This role will require intense collaboration with above-market CET teams, the North Africa cluster Commerical team and other local stakeholders.

What You Will Achieve

In this role, you will:

• Engage key stakeholders in assigned country including Cluster Lead, Category Lead, CFC Lead, Commercial Excellence & Innovation, People Experience, etc to provide consultation for organizational learning strategy and priorities.

• Lead the development of responsible Business Unit market training plan ensuring business requirements are met through development and execution of customer facing training services that are efficient and valued in alignment with Go to Market Excellence

• Delivery of in-scope training programs, projects and initiatives that addresses BU needs and priorities. Master the application of multiple delivery modalities to effectively deliver training programs that address identified capability needswithin budget.

• Effectively engage with Business Unit clients to define and deliver learning initiatives that have quantifiable value and impact.Work closely with a marketing team to understand a promotion strategy and then incorporates this strategy into the training program for Customer Facing Colleague (CFC).Coordinatebrand trainingswith subject matter experts (Medical and Marketing)and establish a training certification process to ensure critical capabilities.

• Deliver live instructor-led learnings agnostic to topic (primary focus è Customer Facing role Skills and Therapeutic Area/ Product Knowledge, secondary focus è Colleague Performance & Leadership Development)

• Establish regular touch points to discuss field coaching observations and accordingly build/implement the appropriate training sustainability solutions.

• Drive the change management of Pfizer ecosystems (tools and processes) to EM standards in conjunction with the BU Lead and other stakeholders.

• Make use of training  evaluation tools  and partner with the business to discuss training metrics, outcomes and generate insights for continuous improvement.

• Ensure compliance of training content/activities and approval system is followed with the proper documentation in place.Monitor the adherence to streamlined local review and approval of learning materials

• Collecting and providing country specific learnings and performance metrics that support continuous improvement

• Seeks opportunities to streamline Training delivery. Set performance standards and establish/document training certification process to ensure all trainees are certified on critical capabilities that enable them to manage successful customer facing interactions. 

• Deliver on demand meeting facilitation applying Pfizer L&D skills techniques

• Contribution to the EM Training strategy

  • Provide local market insights to the global and EM learning strategy teams to ensure the global offering meets the complex local requirements.

  • Co-develop with Global L&D to design and deliver brands, commercial skills, systems and tools training interventions for customer-facing commercial colleagues using multiple and mixed methods to engage the modern learner.

  • Contribute to the development of the training Operating Plan to agree key training priorities in line with the business needs, and secure budget.

• Secure alignment of the North Africa Training activities to the EM Training strategy.

Here Is What You Need (Minimum Requirements)

• Applicant must have a bachelor's degree in science related degree with at least 5 years of experience in Pharma industry and in Training or transferable experience

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• Sales and marketing experience would be preferable.

• Strong and proven record in Training professional knowledge & skill, developing and delivering training programs

• Exceptional written and verbal communication skills in French and English

• Excellent communication and stakeholder management skills (both face-to-face and virtual environment)

• Proficient in project management skills. Proven ability to drive execution of strategies.

• Proficient in common technical tools ie MS, Agentic AI and Training/Learning (LMS)

• Strong interpersonal and consultative partnering abilities

• Evidence of successful cross-functional & cross-cultural working and ability to collaborate

• Evidence of a Leadership style that results in a positive impact on colleagues at all levels and disciplines

• Proven track record in change management and strategic leadership with evidence of problem solving and decision making to positively impact business results

• Self discipline and motivation

Bonus Points If You Have (Preferred Requirements)

• Demonstrated experience in handling multiple projects simultaneously

  · Proficiency in working within a matrix structure and cross function & country collaboration

• Strong analytical and problem-solving skills

• Strong leadership and mentoring abilities

• Adaptability and flexibility in a fast-paced environment

• Experience using common AI tools, including generative technologies such as ChatGPT or Microsoft Copilot, to support problem solving and enhance productivity. Demonstrated curiosity for exploring how these tools can improve outcomes and understanding of responsible AI practices, including risk management and ethical use

 
Work Location Assignment: Hybrid

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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