ROLE SUMMARY

The PHE Lead (Patient Healthcare Experience Lead) is a critical enablement role whose primary responsibility is to drive and advance cross-brand impact through data and insights-driven transformation strategies. S/he is expected to optimize channel management and channel investment mix to differentiate Pfizer brand through deep customer loyalty.

The focus of this role is to manage cross portfolio channels outside of CFC (Customer Facing Colleagues) and share a pro-active voice to drive value, uptake and customer engagement. 

There will be a component of the role to drive up-take of Pfizer owned channels , especially to optimize field force. The role will focus less on CFC optimization but more on building other channels to take up customer engagement based on data.

ROLE RESPONSIBILITIES

• Connector between local critical business needs and Global Marketing /Regional Commercial Organization, driving optimization and standardization when it is needed.

• Leads cross-brand Patient Experience & Engagement and optimizes Patient Support Programs operations.

• Bring customer insights and data to drive investments that deliver maximized growth and revenue opportunities thru strong commercial acumen and leadership

• Work with design thinking principles, maximizing omnichannel impact and all digital platforms including AI and other cutting-edge technologies to advance customer/patient impact

• Navigate, influence and manage across multiple internal engagement channels including content & media buying agency, 3rd party partnerships, to advance the channel strategy

Scope of Projects:

• Drives key marketing execution projects (New Way of Working & facilitate with global agency).

• Accelerates innovation and provides data visibility for performance improvement in projects that touch both marketing and sales.

• Marketing led: Omnichannel Experience & Insights, Content Process Effectiveness, Channel Management

• Sales led: Effective adoption of DSP (Digital Sales Presentation), CFC Messaging, and Rep- Trigger Email, focused on productive and quality HCP visits.

BASIC QUALIFICATIONS

• Digital Marketing / Data Analytics Savviness
• Innovation / Growth mindset
• Outcome-driven
• Ability to synthesize and communicate data/insights
• Ability to influence without authority
• Lead Transformation & Change Management
• Navigate / orchestrate the matrix organization
• Leader - Integrity & Compliance
• Customer Excellence – proven experience leading and managing cross brand transformations to maximise customer engagement to differentiate Pfizer brand.
• Performance Excellence – Omnichannel expert with deep experience in translating channel performance outcomes to key customer insights to differentiate investment strategies for the markets.
• Commercial Experience – business acumen and experience making commercial decisions using insights-based inputs.

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