Senior Manager, US Primary Care HCP CRM
Company: Pfizer, S.A. de C.V
Location: San Francisco
Posted on: October 4, 2024
Job Description:
Location: United States - Pennsylvania - Collegeville, United
States - New York - New York CityROLE SUMMARYWhere 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.The Senior Manager, US Primary
Care HCP CRM role is responsible for delivering a world-class,
direct to HCP communication Center of Excellence across the
products in this business unit. This role will partner with
product/brand marketing teams and collaborate with Customer Facing
Colleagues (CFCs) to translate and support their respective
marketing and sales objectives and strategies into the CRM channel
strategy, including email, direct mail, and SMS among other
channels. The role will optimize and personalize CRM strategies to
enable and amplify relationships between HCPs and Pfizer that are
grounded in relevant information and engagement and fostered by
each customer segment's unique journey.ROLE RESPONSIBILITIES
- Drive Primary Care HCP CRM strategies and priorities to ensure
success in developing deeper relationships with HCPs 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.
- Action on each of the various Primary Care brand teams
comprehensive strategy plan to manage Pfizer interactions with HCPs
across touchpoints, including campaigns, customer journey and
omnichannel orchestration, personalization and decisioning.
- Define the necessary data attributes and audiences for the HCP
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.
- Responsible for building HCP CRM campaign programs in the CRM
marketing automation platform, testing, validation and delivery
execution.
- 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 Primary Care product/brand marketing, analytics,
paid media, and digital to create data-driven HCP omni-channel
communication and experiences based upon the target's individual
needs.
- Optimize HCP KPIs across journey planning, activation,
measurement and optimization, including volumes and prescribing
mix.
- Apply scaled insights and CRM execution across the HCP adoption
path.
- Identify experience friction points across omnichannel journeys
for HCPs 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.
- 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.
- Stay informed about industry trends and emerging CRM
technologies, proactively identifying opportunities for innovation
and growth.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.
- Hands on SFMC and/or Adobe Marketo CRM marketing automation
platform proficiency, analytics software and campaign
execution.
- 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.
- 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
pressure, take accountability and meet deadlines.
- Strong collaboration and communications skills; outstanding
writing and presentation skills; strong project, time management
and organizational skills.
- Role model for the Pfizer Values (Courage, Excellence, Equity,
Joy).PREFERRED QUALIFICATIONS
- General knowledge of the pharmaceutical industry and healthcare
environment.
- Experience launching disruptive innovation in a
customer-centric industry.
- Comfortable working and performing within emerging, evolving
and ambiguous environments.
- Salesforce Marketing Cloud and/or Adobe Marketo platform
Certified.OTHER JOB DETAILS:
- Eligible for employee referral bonus.
- Work location: Flexible; 2-3 days onsite/week.
- Last Day to Apply: September 6, 2024.The annual base salary for
this position ranges from $117,300.00 to $195,500.00.* 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 $105,500.00 to
$175,900.00.Relocation assistance may be available based on
business needs and/or eligibility.EEO & Employment
EligibilityPfizer 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. This
position requires permanent work authorization in the United
States.
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Keywords: Pfizer, S.A. de C.V, Oakland , Senior Manager, US Primary Care HCP CRM, Executive , San Francisco, California
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