CFCD客户体验负责人（CFCD - Customer Experience Lead）

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负责人，全面领导项目的整体规划与执行，专注于业务需求、系统需求及流程设计、上线及变革管理。主导业务层面，协调与内外部团队的合作，确保系统符合辉瑞中国各个业务单元的需求。该职位不仅包括本地化阶段，还涉及上线后的持续运营与优化，确保系统长期稳定支持业务需求和转型。

主要职责：

业务项目管理：作为业务端主要负责人，全面把控项目进度，协调内部资源与外部支持团队，确保项目顺利推进和交付。并符合中国PIPL（个人信息保护法）要求。 业务需求定义与系统设计：负责识别和定义业务需求，设计业务流程，确保最终系统设计符合辉瑞中国各业务单元的实际需求。 系统上线实施：领导系统测试、Hypercare等环节，确保系统成功上线并稳定运行。 变革管理：主导业务变革管理，确保内部利益相关方的充分理解和接受，组织培训和宣传活动，推动业务团队和系统用户顺利过渡。 跨团队协作：与数字化团队、客户创新部及其他相关支持团队密切合作，确保项目目标的有效实现。 系统上线后的运营与持续优化：

• 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： 7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，具有大型客户管理项目成功实施经验者优先。 业务领导能力： 出色的项目管理和团队领导能力，能协调资源并管理项目进度和风险。 业务理解： 深入理解业务逻辑及需求，熟悉客户管理系统及相关数字化工具和技术。 沟通能力： 优秀的沟通和人际交往能力，能够有效与多个利益相关方进行合作。 问题解决： 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。 流利的的英语书写和口语能力，以便有效地与国际团队和利益相关者进行沟通

CFC Delivery - Customer Experience Lead

Location: Beijing or Shanghai

Job Description:

The Lead for Pfizer China’s Customer Relationship Management (CRM) localization project will oversee the comprehensive planning and execution of the project, with a focus on business requirements, system needs, process design, go-live, and change management. This role involves leading on the business side, coordinating with internal and external teams to ensure the system meets the needs of Pfizer China’s various business units. Responsibilities include managing both the localization phase and the ongoing operations and optimization post-launch, ensuring the system consistently supports business needs and transformation.

Key Responsibilities:

1. Project Management: Serve as the primary business lead, managing project progress, and coordinating internal resources and external support teams to ensure smooth project delivery in compliance with China’s PIPL (Personal Information Protection Law).

2. Business Requirements & System Design: Identify and define business requirements, design business processes, and ensure the final system design aligns with the needs of Pfizer China’s business units.

3. System Implementation: Lead system testing, Hypercare, and other go-live activities to ensure a successful and stable system launch.

4. Change Management: Drive business change management efforts, ensuring full understanding and acceptance from internal stakeholders. Organize training and communication activities to facilitate a smooth transition for business teams and system users.

5. Cross-Functional Collaboration: Collaborate closely with digital teams, customer innovation departments, and other relevant support teams to achieve project goals effectively.

6. Post-Launch System Operations & Optimization

• 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. Education: Bachelor’s degree or higher in Information Technology, Computer Science, Business Management, or a related field preferred.

2. Experience: Over 7 years of experience in business operations or CRM system implementation and management within the pharmaceutical industry, with a preference for those with successful large-scale CRM project experience.

3. Leadership Skills: Strong project management and team leadership abilities, capable of coordinating resources and managing project progress and risks.

4. Business Acumen: Deep understanding of business logic and requirements, with familiarity in CRM systems and related digital tools and technologies.

5. Communication Skills: Excellent communication and interpersonal skills, able to collaborate effectively with multiple stakeholders.

6. Problem Solving: Strong problem-solving and decision-making skills, capable of making accurate decisions quickly under pressure.

7. Fluent in written and spoken English to effectively communicate with international teams and stakeholders.

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

Mkt & Sales/Commercial Bus

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