客户体验经理（CFCD - Customer Experience Manager）

工作地点： 北京或上海

职位描述：

作为辉瑞中国客户管理系统（CRM）本地化项目的业务端的关键角色，协助业务端CFCD-Customer Experience负责人在整体规划、执行及优化过程中提供全面支持。该职位专注于业务需求、系统需求及流程设计、上线及变革管理。负责业务层面的配合和协调，确保系统的实施及优化符合辉瑞中国的业务需求，并支持系统的长期稳定运行与持续改进。

主要职责：

业务支持与协调： 协助负责人管理项目进度，与内部资源及外部支持团队进行有效沟通和协调，确保项目按照既定时间表推进，并符合中国PIPL（个人信息保护法）要求。 需求分析与设计支持： 作为和业务单元对接人，负责各自BU的业务需求的识别和定义，支持业务流程的设计，确保系统设计能够满足辉瑞中国业务单元的实际需求。 系统上线支持： 支持系统测试和Hypercare等环节，确保系统顺利上线并稳定运行，及时解决上线过程中出现的问题。 变革管理协助： 负责变革管理工作中的部分版块的设计和实施，确保内部利益相关方的理解和接受，支持培训和宣传活动，推动业务团队和系统用户的顺利过渡。 跨团队协作： 与各个业务单元、数字化团队、客户创新部及其他相关支持团队紧密合作，协助实现项目目标。 在系统上线后，协助支持系统的运营与优化：

• 需求挖掘： 持续挖掘和分析CRM相关的业务需求，推动系统优化和功能增强
• 系统优化与改进： 持续评估和改进CRM系统的功能和流程，以提升运营效率和客户体验
• 沟通协调： 加强与CFC团队的沟通，确保功能更新、系统问题等信息的及时传达
• 员工培训： 与学习与发展部门合作，为员工提供CRM工具和技能培训，提升系统使用能力
• 合规管理： 确保CRM系统的运营符合公司政策、法律法规和合规要求，保持系统的合规性

任职要求：

学历要求： 本科及以上学历，信息技术、计算机科学、商业管理或相关专业优先。 工作经验： 具有5年以上制药行业业务运营或客户管理系统实施及管理经验，具备医药行业咨询背景者优先。 业务理解与支持能力： 熟悉客户管理系统及相关数字化工具和技术，能够有效支持业务需求的分析和系统设计。 沟通能力： 具备优秀的沟通和协调能力，能够与多个利益相关方进行高效合作。英语流利（口语及书面能力） 问题解决能力： 具备优秀的问题解决和决策能力，能够在压力下迅速做出准确决策

CFCD Customer Experience Manager

Location: Beijing or Shanghai

Job Description: 

As a key role in Pfizer China’s Customer Management System (CRM) localization project, this position assists the CFCD-Customer Experience lead in providing comprehensive support throughout the overall planning, execution, and optimization phases. The role focuses on business requirements, system requirements, process design, deployment, and change management. Responsibilities include business-level coordination and collaboration to ensure the system’s implementation and optimization align with Pfizer China’s business needs and support the system’s long-term stability and continuous improvement.

Key Responsibilities:

1. Business Support and Coordination: Assist the lead in managing project progress, effectively communicating and coordinating with internal resources and external support teams to ensure the project progresses according to the established timeline and complies with China’s Personal Information Protection Law (PIPL).

2. Requirements Analysis and Design Support: Act as the liaison with business units, responsible for identifying and defining business requirements, supporting the design of business processes, and ensuring the system design meets the actual needs of Pfizer China’s business units.

3. System Implementation Support: Support system testing and Hypercare phases to ensure successful system launch and stable operation, promptly addressing any issues that arise during implementation.

4. Change Management Assistance: Design and implement components of the change management process, ensure understanding and acceptance among internal stakeholders, support training and communication activities, and facilitate a smooth transition for business teams and system users.

5. Cross-team Collaboration: Work closely with various business units, the digital team, the customer innovation department, and other relevant support teams to help achieve project goals.

6. Assist in supporting the system's operations and optimization post-launch

• Requirements Analysis: Continuously identify and analyze CRM-related business needs to drive system optimization and functionality enhancements.
• System Optimization and Improvement: Continuously evaluate and enhance CRM system functionalities and processes to improve operational efficiency and customer experience.
• Communication and Coordination: Strengthen communication with the CFC team to ensure timely dissemination of information regarding functionality updates and system issues.
• Employee Training: Collaborate with the Learning and Development department to provide CRM tools and skills training for employees, improving system usage proficiency.
• Compliance Management: Ensure CRM system operations adhere to company policies, legal regulations, and compliance requirements, maintaining system integrity

Qualifications:

1. Educational Background: Bachelor’s degree or higher in Information Technology, Computer Science, Business Management, or related fields is preferred.

2. Work Experience: 5+ years of experience in pharmaceutical industry business operations or CRM system implementation and management, with a background in pharmaceutical industry consulting preferred.

3. Business Understanding and Support Skills: Familiarity with CRM systems and related digital tools and technologies, with the ability to effectively support business requirements analysis and system design.

4. Communication Skills: Excellent communication and coordination skills, able to collaborate effectively with multiple stakeholders, and fluent in English (both spoken and written).

5. Problem-Solving Skills: Strong problem-solving and decision-making abilities, capable of making accurate decisions under pressure.

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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