Senior Manager, US CRM

Role Overview

• Deliver a world class, direct response strategies and tactics
• Partner with product/brand marketing teams to translate their respective marketing objectives and strategies into the CRM channel strategy
• Leverage AI tools to improve efficiency and efficacy to deliver omnichannel campaigns
• 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
• Lead the development of CRM program orchestrated contact targeting, reach and frequency strategies for sustained HCP engagement
• Develop CRM learning agendas, measurement plans and segment level testing plans
• Optimize KPIs across journey planning, activation, measurement and optimization, including volumes and prescribing mix
• 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

Requirements

• 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.

Tech Stack

• Tableau

Benefits

• 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
• Health benefits to include medical, prescription drug, dental and vision coverage