Job Purpose
Patient and Healthcare Experience Lead P&HX Lead will act as an across-
category consultant and capability builder to CBLs and CLs to drive the design
and implementation of a Patients' and HCPs' experience-centric marketing
approach and management capabilities across her/his cluster. This role
interacts with the Country manager /cluster senior leaders, commercial and
medical, to address the cluster's challenges, priorities, and opportunities in
order to drive PBG portfolio growth and achievement of PBG objectives.
Key Accountabilities
* Be an expert on our customers & their needs and support brands to create an annual HCP and Patient experience strategy, experience design, plan & priorities, management capabilities across Tas, and value-adding programs to the PBG portfolio that best address business objectives and strategies in partnership with Enterprise CX&E for key brands and core journeys.
* Be a Customer Experience Champion in the market and embed a Customer Experience-centric approach to marketing and customer engagement ensuring alignment of in-market Customer Experiences to global CX standards.
* Lead and player-coach diverse teams across digital and non-digital roles related to content marketing, omnichannel marketing, and digital customer insights in addition to guiding digital and operational support teams' alignment to support business objectives.
* Actively bringing CX and Omnichannel services to market, sharing best practices, and driving localization and implementation of Global CX frameworks and pull through of global CX programs and global campaigns in collaboration with global CXE and regional functions.
* Pull through global CX and Omni-channel training programs and create new training for colleagues to develop customer-centric marketing capabilities in collaboration with L&D & Global CXE.
* Brings globally developed research on customer experience and local knowledge together to create a data-driven basis for customer experience creation and iteration.
* Carry out CX metrics, track omnichannel effectiveness, progress, insights framework implementation, and advises CBLs on how to set customer Experience & Engagement targets, how to monitor, measure impact and communicate progress with cluster leadership in order to drive continuous improvement of One Pfizer CX across brands.
* Identify and leverage synergies among the marketing team and across all PBG promotional activities and programs with the objective of providing CFCs with the best effective and efficient tools ensuring customers' centricity and resource optimization.
Job Specific Technical/Functional/Professional Competencies:
* Proven ability to perform effectively in a complex, changing environment, and the professional maturity to deal with ambiguity
* Well-organized with the ability to be flexible, prioritize multiple demands and effectively perform in a matrix organization
* Strong strategic thinking and analytical skills
* Strong interpersonal, influence, and communications skills
* Strong partner relationship and collaboration skills - ability to generate credibility with and respect from colleagues and external parties at all levels in the organization
* Ability to work with metrics and KPIs to evaluate, communicate and optimize the performance of channels and campaigns
* Facilitation and skills in conveying best practices and Learning
* Demonstrates business acumen
* Acts decisively
* Seizes accountability
* Holds people accountable
* Leads change
* Self-awareness
* Builds effective teams (cross-functional)
* Demonstrated track record of ability to influence others without authority
* Ability to facilitate open discussion and debate among key stakeholders and build internal and external relationships through partnering, anticipating needs, fulfilling expectations
* Prioritization - among/across brands, resource-constrained context.
* Market, Customer, and Competitor Insight
* Strategic and Operational Business/Marketing Planning and Marketing Execution
* Data Analysis, Interpretation, and Communication
* Performance and Program Metrics
Experience and Knowledge
* 7+ years of experience in marketing and/or sales management roles,
* 1 - 3 years of Pharmaceutical Multichannel/Digital Marketing Experience
* Bachelor's degree required, MBA is preferred
* Proven track record of successful development & implementation of digital marketing/brand plans /business plans
* Understanding of the key drivers to satisfy customer needs using digital & non-digital platforms
* Strong track record of working collaboratively across different functions
* Experience working with agencies/vendors, and strong team management skills
Pfizer is an equal opportunity employer and complies with all applicable equal
employment opportunity legislation in each jurisdiction in which it operates.
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