Manager – Consumer and Patient CRM Strategy

Manager – Consumer and Patient CRM Strategy

Requirements

• Applicant must have a bachelor’s degree with at least 4 years of experience; OR a master’s degree with at least 2 years of experience; OR a PhD with 0+ years of experience; OR as associate’s degree with 8 years of experience; OR a high school diploma (or equivalent) and 10 years of relevant experience.
• Experience in leveraging data insights to optimize and personalize CRM (email, text, direct mail) campaigns and lifecycles to drive results and business outcomes.
• Knowledge of CRM principles, strategies, and best practices, with a focus on customer segmentation, personalization, customer journeys, and first and zero-party data capture.
• Experience designing and executing CRM campaigns including customer journeys, batch campaigns, and new product introductions.
• Proficiency in CRM platforms, marketing automation tools, and analytics software to effectively manage customer data and campaign execution.
• Experience testing and optimizing campaigns over time to maximize response rates and ROI.
• Demonstrate a human-centered mindset – being obsessed with the customer.
• Willingness to experiment and comfortable creating a ‘fail fast, learn fast’ culture.
• Courage to provide objective opinions, especially when evaluating go/no-go innovation decisions.
• General knowledge of the pharmaceutical industry and/or healthcare environment.
• Self-motivated with demonstrated ability to thrive under pressure, act with speed, take accountability, and meet deadlines.
• Discretion and trustworthiness in dealing with confidential information.
• Track record demonstrating strong collaboration and communications skills; outstanding writing and presentation skills.
• Comfortable working and performing within emerging, evolving, and ambiguous environments.
• Strong project, time management, and organizational skills.
• Role model for the Pfizer Values (Courage, Excellence, Equity, Joy).

Responsibilities

• Collaborate on Consumer CRM strategies and priorities to ensure success in creating deeper relationships with Consumers for key brands by ensuring effective engagement of target consumer segment.
• Regularly gather and analyze consumer feedback and market research data to provide actionable insights that inform CRM campaign planning and execution.
• Collaborate with a broad range of commercial teams and cross-functional partners to identify high-value consumer segments, define data attributes, and participate in ideation sessions to create personalized omni-channel and communication experiences for these segments.
• Implement multi-channel CRM campaigns that may include email, SMS, and direct mail, tailored to different stages of the consumer journey to maximize engagement and conversion rates.
• Analyze consumer behavior data to identify opportunities for engagement activities within the CRM strategy, and develop targeted campaigns to capitalize on these opportunities.
• Coordinate the testing, validation, and execution of Consumer engagement initiatives.
• Support creation of standardized reports to distill insights and optimize campaigns and share with key stakeholders.
• Develop a set of Consumer CRM best practices and conduct training sessions for the marketing team to ensure consistent and effective implementation across all campaigns.
• Participate in journey mapping exercises to assess where CRM can play a role to increase engagement, conversion, and LTV.
• Review the current library of CRM content types and content quality and identify areas where additional content is needed or existing content can be improved to better meet consumer needs.
• Stay informed about industry trends and emerging CRM technologies, proactively identifying opportunities for innovation and growth.

Preferred Qualifications

• MBA or relevant advanced degree preferred.
• Pharmaceutical business experience, interaction with customers, and/or pharmaceutical marketing experience is an advantage.
• Occasional travel (<=20% travel required)