Role Summary

The Senior Director of Customer Relationship Management is a pivotal role within the Marketing Technology and Services organization.  In partnership with the Chief Marketing Office (CMO), the CRM (Customer Relationship Management) Lead is responsible for the full technical product lifecycle of solutions developed within the CRM and Direct Marketing domain.

As CRM Lead, you will play a pivotal role in driving the technical strategy, development, and implementation of CRM solutions. You will be responsible for leading a team of technical experts, collaborating with cross-functional teams, and ensuring the successful delivery of CRM products that enhance customer experience and drive business growth.

This individual must be a dynamic leader who can seamlessly blend technical expertise and experience with strategic vision, collaborating across functions to deliver innovative products that elevate our customer’s user experiences to industry leading standards.   We must re-write the standards.

The role will drive the transformation of our new commercial model by enabling the implementation of new marketing technology, processes, and platforms and through the optimization of existing solutions. 

This new role will operate in new territory with yet to be defined ways of working and it will help create a new product model that harmonizes the collective efforts of Digital counterpart roles in the new Chief Marketing Operations department.  The CRM Delivery Lead must be capable of navigating through uncertainty and giving structure, vision and guidance to the team they lead.

How You Will Achieve It

• Strategic Vision:

• Develop and communicate a clear technical vision for CRM products aligned with the overall business/CMO strategy.

  Leverage CRM technology solutions to enhance customer engagement, acquisition, satisfaction, and retention.

• Innovation and Technology Adoption:

• Foster a culture/environment of safety for innovation within the technical team, encouraging the exploration and adoption of cutting-edge technologies in the CRM space.

• Customer-Centric Product Development:

• Champion the voice of the customer in product development, ensuring that technical solutions meet and exceed customer expectations.  Collaborate closely with CMO product managers and user experience designers to deliver intuitive and impactful CRM features.

• Agile and adaptable Leadership:

• Different situations demand a wide range of leadership styles.  This role calls for someone with the necessary intuition and experience to apply the right style of leadership to specific situations, as needed. 

• Stakeholder Engagement:

• Engage with stakeholders to understand their needs and pain points. Collaborate with external partners, vendors, and industry experts to enhance our capabilities.  Understand the importance of high quality relationships within and outside of Pfizer in the course of achieving our stated aims.

Qualifications

Must-Have

• Bachelor's Degree
• 15+ years’ experience

• Ability to assimilate new technologies and concepts as needed.  CRM technical skills a distinct advantage.  Must be able to grasp the right level of technical skills required to make key tactical decisions for the group, if required.

• Demonstrated progressive experience successfully designing, delivering and maintaining Information Technology business solutions for mid to large-scale organizations across multiple hardware and software platforms
• Proven ability to manage to financial goals, both in own area, and in support of a larger entity.
• Ability to lead in a complex, matrix environment with indirect resources geographically distributed.
• Excellent interpersonal and communication skills with the ability to build relationships, influence outcomes, and to deliver effective presentations to a variety of audiences
• Strong people management experience
• Should possess strategic thinking skills to align actions with long-term goals, anticipate future trends, and make decisions that contribute to the overall success of the organization

Nice-to-Have

• Master's degree
• Proven progressive experience as an Information Technology professional, preferably in a pharmaceutical industry

  
Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
 

PHYSICAL/MENTAL REQUIREMENTS

Primarily computer-based work.  This role will be demanding and will require self-regula