Where 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.
ROLE SUMMARY
The Senior Manager US CRM Audience and Channel Reporting is responsible for producing analytics, reporting and insights to support the US CRM team’s email marketing efforts. In support of launching a world class global CRM strategy and capability, this role will create SQL scripts and query key data sources across CRM. Pfizer content in scope will include a wide range of consumer and HCP touch points (brand websites, SMS, email, direct mail). The Senior Manager will ensure that US Market CRM strategies are grounded in relevant data, adapted to each segment’s customer journey. Furthermore, the Senior Manager will provide thought leadership on audience strategy, channel strategy, and first party data capture to colleagues across Pfizer.
In addition, the Senior Manager will work in close collaboration and alignment with the International CRM Strategy team to ensure consistency in strategy, reporting and analytics for all markets, optimizing and regionalizing customer analytics as needed to enable and amplify customer relationships. The Senior Manager will also work closely with Commercial Analytics, Enterprise Data and Email Marketing Operations teams to lead usage of relational databases stored on Pfizer’s enterprise data lake, Snowflake.
ROLE RESPONSIBILITIES
Produces email marketing KPI reporting for individual email campaigns, in-flight and post campaign, as well as brand-wide and business-unit-wide summaries. These reports include a broad variety of standardized email KPIs, often separated or sliced by audience segment, and including information on high-value actions (HVA’s) such as website registration
Supports the team’s efforts to define and build Tableau dashboards for common CRM email KPIs, interfacing with colleagues across the US, to understand details and needs related to the market, customer and product dynamics that impact the design
Builds SQL queries to produce ad hoc reporting across US CRM Marketing
Presents with persuasion and presence to internal stakeholders at the director and senior director levels
Supports development and maintenance of templatized email marketing reports produced natively on Salesforce Marketing Cloud (SFMC) and Salesforce Data Cloud (SFDC)
Understands key business behaviors and related data points for audience lists such as HCPs, patients and consumers, related to customer acquisition, retention, cross-sell, lifetime value, channel preferences, customer loyalty, and customer behavior (i.e., engagement, prescribing, conversion, adherence, loyalty, etc.)
Partners with International CRM Audience Strategy colleagues to align on KPIs and reporting frameworks to be developed and regularly maintained
Understands key concepts and trends in the healthcare information technology (HIT) marketplace related to CRM, the challenges that provider organizations are facing and how HIT products/services are meeting (or not meeting) those challenges
Support and monitor effectiveness of 1st party data capture efforts
Interacts and collaborates with a broad range of regional teams and functions involved with the analytics, reporting and the development and execution of CRM related strategies and activities. Stakeholders within the Chief Marketing Office (CMO) organization and other organizations within Pfizer include:
International CRM Audience Strategy team to ensure consistency in strategy, reporting and analytics for all Markets
Applied Intelligence & Insight to define the modeling, audience and channel strategy to optimize reporting, performance analytics, and precision marketing
Digital to ensure alignment of CRM approach with broader data strategy and consumer experience.
Key regional market commercial and Local teams to ensure local market knowledge and insights.
BASIC QUALIFICATIONS
Bachelor's degree with 6+ years of relevant experience
Intermediate or advanced experience with SQL
Familiarity with Salesforce Marketing Cloud
Experience in defining and implementing analytics and reporting strategies and scaling successful strategies and capabilities
Experience leveraging data to test and optimize strategies and campaigns over time to maximize success rates and return on investment
Exceptional interpersonal skills and mastery of working in a matrix environment
Be a strong role model for the Pfizer Values (Courage, Excellence, Equity and Joy)
Ability to communicate effectively orally and in writing in English
PREFERRED QUALIFICATIONS
Advanced degree in Marketing or Business
Significant experience with Tableau
Salesforce Marketing Cloud and/or Salesforce Data Cloud certified
Intermediate experience with Adobe Analytics or Google Analytics
Experience with CRM
Experience with navigating large matrixed organizations and governance
Experience working with data and analytics in CRM and US direct response pharma marketing
Experience in analytics and reporting related to consumer, patient and HCP CRM campaigns including customer journeys, batch campaigns, and new product introductions
Comfortable working and performing within emerging, evolving and ambiguous environments
Broad knowledge of the pharmaceutical industry and healthcare environment
Exhibit a strong executive presence and demonstrated ability to effectively influence senior leaders and colleagues at all levels of the organization
Experience partnering with Legal and Compliance to understand the specifics of data and analytics guidelines in various markets
Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS
Occasional travel to New York Headquarters, if based in Collegeville, PA (up to 1 week every other month)
Other Job Details:
#CRMAudience #ChannelReporting #SQL #SalesforceMarketingCloud
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. This position requires permanent work authorization in the United States.
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