Commercial Ops NA Customer Facing Colleague Delivery Sr Manager

Role Summary

Customer Facing Colleague Delivery (CFCD) is a Biopharma Operations service vertical, driving performance, scale, simplicity, and efficiency for Customer Facing Colleagues (CFCs). 

The NA Customer Facing Colleague Delivery Lead will be responsible for leading CFCD service delivery within NA that allows the business to drive engagement excellence and deliver superior customer experience.

This is a key position supporting a US Therapy Area Organization (ie, US Primary Care, Specialty, and Oncology) CFCs with all field force deployment services related to, territory design, customer alignment, call planning, and virtual channel enablement.  In addition, this role will apply technical delivery knowledge to mobilize North America CFCs with critical customer relationship management (CRM) tools, needed to promote to customers effectively and compliantly, both in the field and virtually

The colleague will strategically collaborate Sales and Commercial leaders, the Chief Marketing Office including Business Operations Partners, Scaled Analytics or Data Science, Digital, Learning & Development, People Experience, and Corporate Compliance.

Role Responsibilities

• Lead major, minor, routine, and ad hoc initiatives for optimal territory design and deployment of US field forces to ensure that promotional strategies translate into increased profitability through effective allocation of resources
• Partner with Scaled Analytics to ensure deployment models are aligned with Pfizer’s overall sales strategy
• Partner with BOPs, Agency Strategy & Operations to make sure that all virtual channels and promotional activities are working in tandem to support the overall strategy and a consistent customer experience
• Partner with Learning and Development to align on CRM training or testing environment requirements and timelines for new hire, brand and tool or capability trainings
• Identify opportunities to advance operational capabilities and deliver superior customer experience by leading the evolution and continuous improvement of hybrid & virtual sales tools based on business needs across BUs; drive cross-business unit harmonization, where applicable
• Capture business requirements related to CFCD managed systems and tools (Territory Roster Alignment (TRA), CRM, aCoach, ezCater, AWS Outbound online dialer, Commercial Triage, Virtual Customer Communications (VCC), Rep-Triggered Emails (RTE), etc), including change request management, governance and prioritization
• Collaborate with Digital and other BPO teams on any interfaces from TRA and CRM, including master data management, data stewardship, content management, and reporting that are critical to sales teams
• Create and deliver read-outs to senior management; develop detailed execution plans and milestones to provide decision support
• Serve as an effective consultative partner, capable of quickly diagnosing issues, identifying root cause, and laying out thoughtful options to leadership
• Manage CFC communications with regards to issues, new functionality, enhancements, etc.; Responsible for the creation of job-aids for CFCs
• Manage sensitive inquiries from Legal, Corporate Compliance, and People Experience, ensuring responses are discrete, timely, and complete
• Deliver all category services requests received through the Biopharma Ops on Demand, Service Request Tool; manage CFCD resources ensuring accuracy and timely delivery as per our service catalog; champion and advance the evolution of the tool   

BASIC QUALIFICATIONS

• Bachelor’s degree required
• 7+ years pharmaceutical, biotech, or medical marketing/sales experience with a proven track record of performance and meeting organizational goals
• 3+ years of experience in supporting cross-BU and/or diversity of job experiences that include managing technical teams, vendor, external consultants, or multi-functional business processes
• Meaningful experience in Sales, Key Account Management, Field Force Effectiveness or CFC Operations with drive for optimization and excellence
• Demonstrated skills in developing, managing, and delivering business strategies and plans in a complex organization
• Demonstrated agility and ability to independently drive program completion in expedited timelines
• Strong ability to drive collaboration and foster highly productive, functional relationships
• Successful track record in stakeholder management at a senior level, relationship building and problem solving; ability to layout thoughtful options to Commercial leaders.
• Proven track record of delivering business performance and exceptional customer services or experiences
• Drive for optimization and excellence
• Experience in contributing to the team culture
• Excellent communication