Senior Manager, US CRM

Role Overview

• Driving CRM strategies and priorities to ensure success in developing deeper relationships with key targets for key brands
• Collaborating 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
• Partnering 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
• Defining the necessary data attributes and audiences for the CRM Personalization strategy and partnering cross-functionally to implement
• Leading the development of CRM program orchestrated contact targeting, reach and frequency strategies for sustained HCP engagement and ongoing Rx writing behavior changes
• Developing CRM learning agendas, measurement plans and segment level testing plans. Implementing tests, analyze results and present key insights and campaign optimization recommendations with key stakeholders
• Partnering 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
• Optimizing KPIs across journey planning, activation, measurement and optimization, including volumes and prescribing mix
• Applying scaled insights and CRM execution across the adoption path
• Identifying experience friction points across omnichannel journeys and assess where CRM can play a role to increase engagement, conversion and Lifetime Value (LTV)
• Auditing existing lifecycle content types & content quality to identify gaps and opportunities
• Developing CRM segment level content strategy, touch point message maps and creative briefs for CRM campaign programs
• Leading creative best practices for modular email design, SMS, MMS, Direct Mail, website CRM 1P & 0P data registration pages
• Initiating CRM campaign deployment requests, tag reporting meta data, track and manage campaign status via CRM Operations project execution systems
• Developing, vet and align on CRM campaign feasibility technical requirements and BRD
• Participating in all cross functional CRM project status meetings, leading the CRM channel tactics agenda and next steps.
• Managing relationships with internal cross-functional colleagues and external agencies to leverage their expertise and ensure successful execution of CRM initiatives
• Acting as a key enabler in building a strong culture and driving the Chief Marketing Office’s disruptive innovation agenda
• Staying informed about industry trends and emerging CRM technologies, proactively identifying opportunities for innovation and growth

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
• 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