ROLE SUMMARY

　　Summarize the primary purpose & key accountabilities of the role, including geographical scope (i.e. Global vs. Country/Region).

　　Summary should be concise and include strategic information that would attract candidates to the role. It may be helpful to complete this section after you have finished the other sections of the document.

　　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.

　　ROLE SUMMARY

　　The Director International Consumer Relationship Management Strategy (EM SE Asia and MERA) is responsible for understanding and synthesizing regional CRM needs and launching a world class international CRM strategy and capability in partnership with key markets in their region. As a member of the International CRM Strategy team, reporting to the International CRM Strategy Lead, this role will partner with key regional markets and collaborate with global brands to translate and support their respective global marketing strategies into the regional CRM channel strategy, across various HCP, patient and consumer touchpoints, including email, direct mail, and emerging channels such as messaging apps like WhatsApp. The role will regionally optimize and personalize CRM strategies which will enable and amplify relationships between Customers, Patients, and HCPs and Pfizer that are grounded in relevant information and engagement and fostered by each customer segment's unique journey.

　　ROLE RESPONSIBILITIES

　　In order of importance, indicate the primary responsibilities critical to the performance of the role. It is recommended not to list actual tasks but focus on 5-8 essential responsibilities that highlight accountability and level of judgment required.

　　ROLE RESPONSIBILITIES

　　Serves as the regional CRM lead and provides guidance for shaping global and regional CRM strategies and priorities to ensure success in driving deeper relationships across HCP, patient and consumer touchpoints for key brands and markets in their region. Also ensures that region and market level insights are communicated and considered in global planning and strategiesRepresents the "Voice of the Customer" and the "Voice of CRM" within key cross-functional and regional teams, ensuring that teams are working towards delivering in support of CRM COE strategiesUnderstands and documents regional CRM data and marketing guidelines based upon the respective country guidanceDefines consumer, patient and Health Care Provider (HCP) CRM best practices and socializes them within the international organization and beyond.Scales best practice CRM approaches and opportunities for the international markets and key brands in their regionCollaborates closely with stakeholders within the Chief Marketing Office (CMO) organization and other organizations within Pfizer, including:Key regional market commercial and GLocal teams.Key regional market CFC and sales teams to ensure alignment with contact, meeting, and sales strategy.Regional Omnichannel enablement and the commercial Go to Market Strategy & Innovation teams to develop new CRM strategies or tools to engage customersApplied Intelligence & Insight to define the modeling and audience strategy to optimize reporting, performance analytics, and precision marketingDigital to ensure alignment of CRM approach with broader data strategy and consumer experience.Interacts with a broad range of regional teams and functions involved with the development and execution of CRM related strategies and activities. Partners with regional marketing / commercial teams to:Develop regional strategy and action on the comprehensive regional plan to manage Pfizer interactions with consumers, patients, and HCPs, as applicable, across touchpoints, including campaigns, customer journey and omnichannel orchestration, personalization and decisioning.Define the necessary data attributes and audiences for the Consumer, Patient and HCP CRM strategy and partner cross functionally to implement and leverage the data attributes.Lead the regional ideation and partner to execute on CRM programsLead the development of strategies for sustained consumer engagement within context of these programsLead the regional ideation on the broader customer value proposition by identifying and articulating engagement opportunities across the omnichannel marketing funnel for different products and markets and suggest CRM strategies, tactics and models to address opportunitiesOversee the testing, validation, and execution customer engagement initiativesFacilitates the monitoring of CRM and customer engagement strategy and tactic effectiveness in the region, in collaboration with the International Customer Analytics Strategy Director and Business Insights & Reporting. Continuously evaluate effectiveness of CRM strategies in order to inform and adapt CRM programs and strategies for the region.

　　QUALIFICATIONS

　　Indicate basic and preferred qualifications:

　　Basic Qualifications are job related, consistent with business requirements and necessary for the performance of an essential function of this role including: education/licenses/certifications, location, relevant experience, technical and/or other job-related skills. Basic qualifications determine minimum requirements that applicants must possess to be qualified for the role; anyone who does not meet basic qualifications for the role will not be interviewed or eligible for hire.Preferred Qualifications are job-related qualifications that may be indicated in addition to basic qualifications; they are not absolutely required for performance of the job but are desired and further describe the education/skills/experience sought for the position. Preferred qualifications enhance a candidate's ability to perform the job.

　　BASIC QUALIFICATIONS

　　Experience with Customer relationship management marketing, for example, international market direct response pharma marketing (including experience with email, direct messaging, social 2-way and other similar tactics)Experience executing consumer, patient and HCP CRM campaigns including orchestrating omnichannel marketing across customer journeys, executing batch campaigns, and new product introductions.Experience testing and optimizing campaigns over time to maximize response rates and return on investmentCandidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, and create business impact.Experience in defining and implementing regional strategies and scaling international strategies and capabilities to local marketsExperience with navigating large matrixed organizations and governanceExperience partnering closely with Legal and Compliance to execute campaigns within guidelinesExceptional interpersonal skills and mastery of working in a matrix environmentSelf-motivated with demonstrated ability to execute with speed and high qualityDemonstrated business and marketing acumen, strong analytical skills and strategic mindsetTrack record of strong networking and working collaboratively across functions and geographiesBe a strong role model for the Pfizer Values (Courage, Excellence, Equity and Joy)Exhibit a strong executive presence and demonstrated ability to effectively influence senior leaders and colleagues at all levels of the organizationDemonstrated analytical and conceptual problem-solving skillsStrong writing, presentation and influencing skillsDemonstrate ability to thrive under pressure, to take accountability and to meet deadlinesStrong project and time management and organizational skillsBachelor's degree in related field with 10+ years of relevant experience

　　PREFERRED QUALIFICATIONS

　　Advanced degree in Marketing or Business preferred.Comfortable working and performing within emerging, evolving, and ambiguous environments.Broad knowledge of the pharmaceutical industry and healthcare environmentBroad knowledge of international pharmaceutical marketing and communications.Relevant multilingualism preferred.

　　Please Note: You will be governed by the service conditions and the employee benefits as are currently in force in the Pfizer Products Private Limited entity. Should you have, any questions may connect with the Talent Acquisition (Cx) partner for this role.

　　Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

　　Marketing and Market Research

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