Manager, US Consumer and Patient CRM Strategy

Where EMPATHY MEETS EXCELLENCE: Pfizer created a Customer Relationship Management (CRM) and Audience Center of Excellence to enable and drive a new standard for health care provider, 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 engagement strategies and provide exceptionally timely, differentiated, and relevant communications 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.

ROLE SUMMARY

The Manager, US Consumer and Patient CRM is responsible for supporting the delivery of a world-class, direct-to-consumer communication Center of Excellence across the products in this business unit. As a member of the US Consumer CRM Strategy team, this role will collaborate with product marketing teams to support and translate their respective marketing objectives and strategies into the CRM channel strategy, which includes email, direct mail, and SMS among other channels. This role will leverage data and technology to personalize and optimize communications that are unique to the customer segment and provide consumers with relevant information to drive engagement and grow relationships between Consumers and Pfizer.

ROLE 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.

BASIC QUALIFICATIONS

• 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 confiden