Senior Manager, US CRM

Locations

• United States - Pennsylvania - Collegeville
• United States - New York - New York City

We’re in relentless pursuit of breakthroughs that change patients’ lives. We innovate every day to make the world a healthier place.

To fully realize Pfizer’s purpose – Breakthroughs that change patients’ lives – we have established a clear set of expectations regarding “what” we need to achieve for patients and “how” we will go about achieving those goals.

Pfizer offers competitive compensation and benefits programs designed to meet the diverse needs of our colleagues.

Pfizer’s Customer Relationship Management (CRM) and Audience Center of Excellence enable and drive a new standard for health care provider (HCP), consumer, and patient engagement in pharma. This team, part of the Chief Marketing Office (CMO), partners with cross‑functional leaders to collaborate and redefine our omni‑channel engagement strategies and provide exceptionally timely, differentiated, and relevant messages that drive deeper relationships and support across inbound and outbound consumer, patient and HCP experiences to positively impact health outcomes both in the US and internationally.

The Senior Manager, US CRM role is responsible for delivering a world‑class, direct‑response strategies and tactics. This role will partner with product/brand marketing teams to translate their respective marketing objectives and strategies into the CRM channel strategy, including email, direct mail, and SMS among other channels. This role blends creativity with data‑driven execution, leveraging segmentation, automation, and personalization to deliver impactful communications.

The role will leverage AI tools to improve efficiency and efficacy to deliver omnichannel campaigns across paid, owned, and earned media.

• 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.
• Initiate CRM campaign deployment requests, tag reporting metadata, 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…