Senior Manager, US CRM

Pfizer’s Customer Relationship Management (CRM) and Audience Center of Excellence 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 omni-channel 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 Senior Manager, US CRM role is responsible for delivering a world class, direct response strategies and tactics. This role will partner with product/brand marketing teams to translate their respective marketing objectives and strategies into the CRM channel strategy, including email, direct mail, and SMS among other channels. This role blends creativity with data‑driven execution, leveraging segmentation, automation, and personalization to deliver impactful communications. The role will leverage AI tools to improve efficiency and efficacy to deliver omnichannel campaigns across paid, owned, and earned media.

Success in this role will include the successful scaling of proven disruptive innovation.

• Drive CRM strategies and priorities to ensure success in developing deeper relationships with key targets for key brands.

• Collaborate with a broad range of commercial brand teams and cross-functional partners involved with the development, execution, analysis and actionable insights of CRM-related strategies and activities. Partner with marketing / commercial, Operations, MAR TECH and analytics teams to:

  • Action on each of the various brand teams’ comprehensive strategy plan to manage Pfizer interactions with targets across touchpoints, including campaigns, customer journey and omnichannel orchestration, personalization, and decisioning

  • Define the necessary data attributes and audiences for the CRM Personalization strategy and partner cross-functionally to implement

  • Lead the development of CRM program orchestrated contact targeting, reach and frequency strategies for sustained HCP engagement and ongoing Rx writing behavior changes

  • Develop CRM learning agendas, measurement plans and segment level testing plans. Implement tests, analyze results and present key insights and campaign optimization recommendations with key stakeholders

• Partner with product/brand marketing, analytics, paid media, and digital to create data-driven omni-channel communication and experiences based upon the target’s individual needs

• Optimize KPIs across journey planning, activation, measurement and optimization, including volumes and prescribing mix

• Apply scaled insights and CRM execution across the adoption path

• Identify experience friction points across omnichannel journeys and assess where CRM can play a role to increase engagement, conversion and Lifetime Value (LTV)

• Audit existing lifecycle content types & content quality to identify gaps and opportunities

• Develop CRM segment level content strategy, touch point message maps and creative briefs for CRM campaign programs

• Lead creative best practices for modular email design, SMS, MMS, Direct Mail, website CRM 1P & 0P data registration pages

• Initiate CRM campaign deployment requests, tag reporting meta data, track and manage campaign status via CRM Operations project execution systems

• Develop, vet and align on CRM campaign feasibility technical requirements and BRD

• Participate in all cross functional CRM project status meetings, leading the CRM channel tactics agenda and next steps

• Manage relationships with internal cross-functional colleagues and external agencies 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

• Collaborate closely with stakeholders within the Chief Marketing Office organization and other organizations within Pfizer, including:

  • Paid, Owned, and Earned media teams to create synchronized campaigns

  • Product Marketing teams to ensure alignment with brand strategies and tactics

  • Customer Facing Colleagues to ensure alignment with customer engagements and sales strategies

• Commercial Analytics to define the modeling and audience strategy to optimize reporting, performance analytics and precision marketing

• CRM marketing team to ensure tools deliver needed capability for CRM success to ensure tools deliver needed capability for CRM success

 

BASIC QUALIFICATIONS

• Bachelor’s degree with 7+ years of relevant experience

• Strong knowledge of CRM principles, strategies, and best practices, with a focus on customer segmentation and personalization

• Experience with end-to-end designing and executing CRM campaigns including customer journeys, behavioral/clinical/claims based triggered programs, progressive profiling, life cycle marketing, dynamic modular personalization, next best message, next best action, batch campaigns, and new product introductions

• 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

• Self-motivated with demonstrated ability to thrive under

• Strong collaboration and communications skills; outstanding writing and presentation skills; strong project, ability to influence without authority, time management and organizational skills

• Strong email modular design system, Excel, Tableau, Power point skills

• Role model for the Pfizer Values (Courage, Excellence, Equity, Joy)

• Comfortable working and performing within emerging, evolving and ambiguous environments

PREFERRED QUALIFICATIONS

• General knowledge of the pharmaceutical industry and healthcare environment

• Experience launching disruptive innovation in a customer-centric industry

• Salesforce Marketing Cloud Platform Certified

• 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.

Additional Job Information:

Locations: Any Pfizer US Commercial Site - Collegeville, PA; New York, NY; Lake Forest, IL; Tampa, FL

Work Location Assignment: Hybrid

#LI-PFE

The annual base salary for this position ranges from $124,400.00 to $207,400.00.* In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 17.5% 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 $111,900.00 to $186,500.00.

Relocation assistance may be available based on business needs and/or eligibility.

Candidates must be authorized to be employed in the U.S. by any employer.

U.S. work visa sponsorship (such as TN, O-1, H-1B, etc.) is not available for this role now or in the future.

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