Senior Manager, US CRM

* Drive CRM strategies and priorities to ensure success in developing deeper relationships with key targets for key brands.
* Collaborate with a broad range of commercial brand teams and cross-functional partners involved with the development, execution, analysis and actionable insights of CRM-related strategies and activities. Partner with marketing / commercial, Operations, MAR TECH and analytics teams to:  + Action on each of the various brand teams’ comprehensive strategy plan to manage Pfizer interactions with targets across touchpoints, including campaigns, customer journey and omnichannel orchestration, personalization, and decisioning  + Define the necessary data attributes and audiences for the CRM Personalization strategy and partner cross-functionally to implement  + Lead the development of CRM program orchestrated contact targeting, reach and frequency strategies for sustained HCP engagement and ongoing Rx writing behavior changes  + Develop CRM learning agendas, measurement plans and segment level testing plans.

Implement tests, analyze results and present key insights and campaign optimization recommendations with key stakeholders
* Partner with product/brand marketing, analytics, paid media, and digital to create data-driven omni-channel communication and experiences based upon the target’s individual needs
* Optimize KPIs across journey planning, activation, measurement and optimization, including volumes and prescribing mix
* Apply scaled insights and CRM execution across the adoption path
* Identify experience friction points across omnichannel journeys and assess where CRM can play a role to increase engagement, conversion and Lifetime Value (LTV)
* Audit existing lifecycle content types & content quality to identify gaps and opportunities
* Develop CRM segment level content strategy, touch point message maps and creative briefs for CRM campaign programs
* Lead creative best practices for modular email design, SMS, MMS, Direct Mail, website CRM 1P & 0P data registration pages
* Initiate CRM campaign deployment requests, tag reporting meta data, track and manage campaign status via CRM Operations project execution systems
* Develop, vet and align on CRM campaign feasibility technical requirements and BRD
* Participate in all cross functional CRM project status meetings, leading the CRM channel tactics agenda and next steps
* Manage relationships with internal cross-functional colleagues and external agencies to leverage their expertise and ensure successful execution of CRM initiatives
* Act as a key enabler in building a strong culture and driving the Chief Marketing Office’s disruptive innovation agenda
* Stay informed about industry trends and emerging CRM technologies, proactively identifying opportunities for innovation and growth
* Collaborate closely with stakeholders within the Chief Marketing Office organization and other organizations within Pfizer, including:  + Paid, Owned, and Earned media teams to create synchronized campaigns  + Product Marketing teams to ensure alignment with brand strategies and tactics  + Customer Facing Colleagues to ensure alignment with customer engagements and sales strategies
* Commercial Analytics to define the modeling and audience strategy to optimize reporting, performance analytics and precision marketing
* CRM marketing team to ensure tools deliver needed capability for CRM success to ensure tools deliver needed capability for CRM success
* Bachelor’s degree with 7+ years of relevant experience
* Strong knowledge of CRM principles, strategies, and best practices, with a focus on customer segmentation and personalization
* Experience with end-to-end designing and executing CRM campaigns including customer journeys, behavioral/clinical/claims based triggered programs, progressive profiling, life cycle marketing, dynamic modular personalization, next best message, next best action, batch campaigns, and new product introductions
* 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…