Vp, Customer Relationship Management Tech

ROLE SUMMARY:

The CRM Tech Lead is the Business Lead1 for the tools supporting marketers and CFCs across both HCP and Patient Communications (e.g., Marketo, Veeva, Connect, etc.)

The Business Lead is a senior leader in the business organization who represents business goals and serves as the voice of the customer to digital partners. They provide insights into the overall strategy and key outcomes that are expected (e.g., increase customer awareness)

• BLs partner with Product Group level roles, e.g., Group Product Manager, often on strategic intake demand that drives new capabilities withing the Digital product portfolio. They also help shape key product group artifacts and provide expertise and feedback to guide product groups during the delivery (e.g., provide feedback on Epics)

BLs are accountable for ensuring the key progress of their teams and ensuring business readiness during product launches.

ROLE RESPONSIBILITIES:

• Collaborate with CMO Innovation to select and design scalable tech / platforms during ideation of new solutions.
• Serve as Business Lead to continuously manage, develop, and drive adoption of Pfizer’s ecosystem CRM technology products; partner with Group Product Managers to define problem statement, users/customers, and initial digital product group vision / strategy
• Collaborate with Digital Product Owners / Managers (within Digital Enterprise Product Model) on both product decisioning / strategy as well as day-to-day product delivery within the Agile Teams, incl. with Technical / Engineering team on hands-on solution development and management of external development vendors
• Drive customer-centric optimization by continuously gathering insights and pain points from end-users (e.g., product marketers) to shape product group backlog for actionable improvements to CRM technology products, in conjunction with Digital Product Management team(s)
• Collaborate with Performance Marketers to understand business needs, optimize features, and embed platforms and tools in how Marketers engage customers
• Lead a team of Business Owners to own the strategy and vision for the CRM tech stack, be obsessed with user experience, and guide the outcomes and evolution of the technologies and platforms
• Support Digital, Legal, Regulatory, and Compliance teams in setting and deploying data standards, policies and procedures in context of 1st-party data to ensure the highest standards of data trust, quality and compliance are maintained
• Collaborate with the Performance Analytics and Campaign Optimization group’s Platform Management Analytics team to collect product-related analytics insights (e.g., utilization of different features or tools)
• Manage relationships and engagement with platform / technology vendors (in collaboration with Digital team) to ensure Pfizer business requirements are addressed
• Collaborate with relevant functional stakeholders (e.g., Compliance, PX) to ensure integration of processes and requirements across relevant platforms / technology
• Collaborate closely with stakeholders within the CMO organization and other organizations within Pfizer, including:
• Monitor platform / technology performance (e.g., utilization, NPS from end users) to understand gaps / opportunities and rapidly optimize core capabilities and features, in collaboration with Digital team; provide guidance on development of Objectives & Key Results (OKRs) for products in the product group
• Proactively identify business needs, draft business requirements, and articulate a value delivery roadmap, and ensure execution against roadmap via close coordination and project management with Digital Group Product Managers
• Collaborate with Commercial and Medical CFCs to understand business needs, optimize features, and embed platforms and tools in how Marketers engage customers
• Work closely with other Business Leads and Business Owners to address technology interdependencies across user journeys
• Collaborate with CX, Brand Experience, Creativity & Design team to optimize CX/UX for the customer / user of solutions
• Prioritize business cases and optimize resource allocation across products (both existing and new); work with Business Owners and Digital on business case development and approvals
• Evolve key CFC and Marketing workflows as needed when implementing platform changes, and support embedding of new processes in enterprise (e.g., supporting design of trainings for new platforms), in conjunction with Marketing Operatoins
• Collaborate with Consumer Relationship Strategy team to appropriately leverage first-party data (for platforms where relevant)
• Drive standardization and scale of CFC and Consumer CRM technologies and architecture products across teams, and centralize / streamline business input and decision-making across products / markets to ensure requirements are met effectively and efficiently; support adoption of product, incl. preparing business for digital releases and key operational impacts (alongside Business Owners and Program Managers)
• Collaborate with Marketing Operations to embed and evolve workflows, and to design and implement trainings where relevant
• Lead design and execution of integrated consent management approach across markets, including setting and ensuring adoption of standards and policies for consent management as part of 1st-party data management, through collaboration with Legal, Regulatory, and Compliance teams
• Explore external platform and technology landscape, and evaluate potential new solutions against relevant business needs in collaboration with Digital; own “buy” decisions for new platforms / technology
• Lead a global team of ~8-12 people (primarily based in US) and manage an annual budget of $XX-XXM

Qualifications

Basic qualifications

• Leading and understand agile ways of working and product development lifecycle
• Lead cross-functional and cross-business projects and initiatives, identifying risks and removing roadblocks to enable teams to achieve successful delivery
• Navigating consumer privacy and/or healthcare data landscape at scale
• Experience in developing and leading a team while building a positive culture
• Bachelor's degree with 15+ years of related field experience in:
• Deep understanding and passion for CRM and CDP platforms, technologies (e.g, Adobe, Salesforce, ActionIQ, Thunderhead, Veeva, etc.)
• Ability to work in agile operating model and culture
• Discretion and trustworthiness in dealing with confidential information
• Being customer-obsessed, innovative, and results-oriented Business Lead
• Experience in working with engineering teams in designing scalable architecture that meets the needs of Sales, call centers and marketing co-workers.
• Leading MarTech, CRM or Sales Technology for an innovative a multi-brand, global Fortune 500, Health, Pharma or regulated B2B and/or consumer org
• Track record of strong networking and working collaboratively across functions and geographies
• Strong project and time management, organizational skills
• Role model for the PFE Values (Courage, Excellence, Equity and Joy)
• Self-motivated with demonstrated ability to execute with speed and high quality
• Demonstrated analytical and conceptual problem-solving skills
• Strong writing, presentation, and influencing skills
• Demonstrated business acumen, strong analytical skills and strategic mindset
• Integrating sales and marketing technology and customer journeys across teams and channels.
• Exceptional interpersonal skills and mastery of working in a matrixed environment
• Product Management, Product Owner, Product Analyst, or other related product roles
• Experience evaluating product decisions strategically and making prioritization trade-offs, leveraging large datasets to make data-driven product decisions, while collaborating with multiple stakeholders and cross-functional teams
• Demonstrate ability to thrive under pressure, to take accountability, and to meet deadlines

Preferred Qualifications

• Any US location preferred for this role - international locations also considered, with flexibility to work with US time-zone on regular basis
• Broad knowledge of the pharmaceutical industry and healthcare environment; experience in commercial and payer roles is an advantage
• Prior experience as platforms and technology product manager / business lead in pharma or in a high-growth startup
• Master from an accredited college or university is helpful and preferred in one of the following or related fields: Business (MBA), Engineering, Operations Research, Management Science, Economics, etc.

Other Job Details:

• Last Date to Apply for Job: May 12, 2023
• #Martech #CRM #CMO #customerjourney
• Additional Location Information: Any US Pfizer Site preferred

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

Sunshine Act

Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider’s name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.

EEO & Employment Eligibility

Pfizer 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.

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