ROLE SUMMARY

Do you want to be at the forefront of customer-centric transformation in Pharma? Are you passionate about reinventing the experience we provide to our customer and patients to continuously enhance customer engagement and enhance customer experience to be the most effective channel.  Are you an initiative-taker who can pave a new path for yourself, and thrive in a startup change-agile environment?   

Our vision is to develop Pfizer Connect into an industry leading capability designed to meet our customers where they are by deploying innovative approaches to develop and deliver impactful solutions to our customer and patients, while enhancing our relationships and relevance.  This role is integral towards making significant contribution towards our 2027 vision helping 1B people each year.

The focus of the role will be to partner closely with US brand marketers pertaining to customer and patient programs supported by Customer Care are effectively designed and implemented and monitored.  In addition, in support of the broader Pfizer Connect team, the position will be accountable to support day-to-day activities with the US Customer Outbound service.   

This role reports to the Pfizer Connect Global Customer Care Lead and collaborates primarily with US Commercial Brand Teams, Key Vendor Partners, and across the Pfizer Connect US team.

Implementing and Maintaining effective Channel Management Processes and Knowledge.

Responsible for ongoing oversight of key Customer Care programs including HCP/Patient outbound awareness campaigns to ensure a consistent customer experience is maintained.

Support the Launch and Operations of new Outreach Campaigns along with script updates to existing programs:

• Responsible for ongoing oversight of key Customer Care programs including HCP/Patient outbound awareness campaigns to ensure a consistent customer experience is maintained
• Lead the implementation of new business processes and services, working directly with commercial brand teams and enabling functions to advance the value of Pfizer Connect, along with the direct support we provide in relation to Diagnostics
• Accountable for end-to-end program development including ensuring all regulatory requirements (e.g., GCMA and CSP requirements) are adhered.
• Steward Customer Care Knowledge and Scripting to effectively address customer inquiries with updated, relevant and accurate information and procedures
• Optimizing performance by working with brand teams and promoting processes and tactics successfully leveraged in similar campaigns
•  Drive standardization of processes across brands in order to simplify implementation and support

• Partnership/Collaboration:
  • Establish and foster strong, collaborative relationships with a multitude of internal and external teams, including but not limited to US Marketing Brand Teams, Vendor Delivery Partners, Commercial Quality, Medical, Digital and Compliance on behalf of Pfizer Connect

BASIC QUALIFICATIONS

• Bachelor’s Degree and 3+ years of total experience
• 2+ years working in customer care environment, project management and/or customer experience within healthcare industry
• 2+ years of administrative experience with Salesforce (CRM) or equivalent
• Demonstrated hands-on experience with launching and managing new service integration
• Grasp of pharmaceutical industry fundamentals and needs of our key stakeholders
• Excellent communication skills; able to respond with professionalism in verbal as well as written communications
• Role model for PFE Values (Courage, Excellence, Equity, Joy)
• Demonstrate ability to meet deadlines.

PREFERRED QUALIFICATIONS

• Proven ability of developing collaborative relationships with key stakeholders and working with virtual teams
• Ability to be flexible, prioritize multiple demands, deal with ambiguity, and lead teams without authority through complex and challenging cross-functional projects.
• Proven ability to quickly establish relationships of trust, credibility, and be seen as a driving partner to marketing brand teams
• You are humble and have a get-it-done attitude. You are a fast learner with a knack for distilling concepts into clear, convincing ideas. Above all, you believe in our mission to help businesses solve their biggest customer engagement challenges leveraging the right mix of strategy and technology to unlock amazing customer experiences. And you are excited to tell that story.

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

Periodic domestic travel up to 10% may be required as per business needs; non-standard working hours up to 10%

Other Job Details:

Last Day to Apply: September 9, 2024
Work Location Assignment: On Premise

The annual base salary for this position ranges from $78,000.00 to $130,000.00.* In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 10.0% of the base salary. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life’s moments. Benefits offered include a 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, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site – U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.

* The annual base salary for this position in Tampa, FL ranges from $70,200.00 to $117,000.00.

Relocation assistance may be available based on business needs and/or eligibility.

Mkt & Sales/Commercial Bus

#LI-PFE