Healthcare Experience Senior Manager

Pfizer
Management
5 to 8 years
Romania
02 Feb 2023

Mission

 

  • The HCP Experience Senior Manager will focus on providing cross brand/BU channel specific expertise and develop a holistic, omnichannel focused Healthcare Professional (HCP) Experience strategic plan for the market, across brands/BUs, in collaboration with all relevant stakeholders (Marketing, Sales, Medical, Legal, Regulatory, Enabling-Supporting Functions, Platform Functions);
  • Provides support and guidance to brand teams on local execution and implementation of Global omnichannel tools and conjunction with owning the omnichannel and CX capabilities upskilling for strategic Marketing & Medical roles;
  • Owns end-to-end the cross portfolio (one Pfizer) omnichannel content and channels lifecycle (e.g. HCP Portal);
  • Responsibilities will include strategic planning, tactics implementations, performance assessment of One Pfizer omnichannel initiatives, optimizing GLocal principles to rapidly deploy content for all channels in omnichannel plan and support Brand Teams in Orchestrating channel sequences and content by customer segment;
  • This position will be reporting to PHE Lead.

 

Main Responsibilities

 

  • Provides cross brand/BU omnichannel engagement specific expertise.
  • Manages above Category/TA digital content and owns the HCP Portal channel general templates and features lifecycle.
  • Collaborates with CBLs to develop holistic omni-channel strategic plans for the market across brands/BUs
  • Works across functions to streamline omnichannel processes (Medical, Legal, Marketing, CFC)
  • Identifies Cross-BU risks and opportunities for driving optimal experience for our external stakeholders and work with marketing teams to include in Brand plans.
  • Owns the digital content creation flows and represents the market at above country level channel enabling functions (e.g., Biopharma Ops, Pfizer Digital)
  • Provides a consistent “One Pfizer” approach to deliver cutting-edge customer experience orchestration (including paid external channels) and shares aligned content development and performance best practices based on local knowledge and experience, e.g.,
  • Paid external channel support, analytics, and utilization of SEO/SEM
  • Content format and delivery for optimal CX
  • Develops customer experience and omni-channel best-practices & trainings and actively brings them to the markets in collaboration with global and regional functions – responsible for upskilling all commercial colleagues on CX and Omnichannel capabilities at the local level.
  • Enables and supports compliant innovation on HCP Experience and omnichannel approach to drive change at HCP level
  • Manages 3rd party Healthcare Experience collaborations.

 

Administrative Aspects

 

  • Performing job duties in accordance with applicable local laws, regulatory requirements, and all Pfizer internal procedures
  • Provide reporting of the activities within requested format and timelines
  • Ensures compliance with all legal provisions, regulations, codes of practice and SOPs

 

Key Relationships

 

  • Internal: Aligns key cross-functional stakeholders - marketing, sales, medical, finance, regulatory, key accounts, legal, compliance, country and regional management, country functional colleagues
  • External: 3rd party solution providers (agencies, digital providers, innovation hubs), NGOs, consultants.

 

Qualifications

 

  • Minimum of 5 years of work experience in pharma marketing
  • In-depth knowledge of the Pfizer’s therapeutic areas, proven experience for driving omnichannel or digital campaigns
  • In-depth knowledge of Cross-Portfolio Customer Groups and specific TAs HCP personas
  • Experience in leading implementation of Global to Local projects
  • Proven record of driving change and manage mindset shift
  • Relevant experience, applying CX in strategic planning and measuring performance
  • Focused on solutions and growth mindset approach
  • Excellent communication and media skills (fluent in digital)
  • Excellent analytical & insights capturing skills
  • Training or direct work in mapping Customer Experience and identifying actionable touch points.
  • MS Office high literacy (Outlook, Power Point, Excel, Teams)
  • Excellent English skills
  • Driving license (B)

 

Purpose - Breakthroughs that change patients' lives...

 

At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.

 

Pfizer colleagues in different countries work together to improve the health of people all over the world. We are constantly working on the development of innovative therapies and growth opportunities, being in continuous search of new talents.

 

Flexible Work Environment

 

We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation!

 

Equal Employment Opportunity

 

We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.

 

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