US CFC Delivery Lead

ROLE SUMMARY

The US Customer Facing Colleague Delivery (CFCD) Lead is a Commercial Operations role responsible for leading and CFCD services that drive performance, engagement, scale, simplicity, and efficiency for Customer Facing Colleagues.  

CFCD strategic levers and operational platforms allow Pfizer CFCs to achieve productivity, engagement excellence and superior customer experience.  

The US CFCD Lead role will:

• provide leadership for a high functioning team of 10 sales operations professionals responsible for providing 4500+ Commercial CFCs an optimal experience that drives impact and performance

• responsible for the delivery of the below CFC services in US and Canada:

  • Deployment & Alignment

  • Territory Management & Optimization

  • CRM Operations & Management

  • Call Planning

  • Virtual Selling

  • Contracted Sales Organizations

  • CFC Credentialing 

• manage an overall CFC Delivery budget of $550K and act as the financial steward of $126M of BU funds attributed to various technology, contracted sales, and third-party vendor service agreements

• act as the business lead for local CRM Operations (Veeva & Commercial Triage), Deployment tools (JTD), Customer Alignment systems (PfizerAlign) and coaching (aCoach) and provide oversight on all related Governance and Audit activities

• provide strategic direction to sales organizations in the planning and execution of field force realignments,  transformations and experiments

• partner with People Experience, Data Science, Chief Marketing Office and Commercial Operations teams, Commercial leaders, Digital, Finance, Procurement, Legal and Compliance on all related activities. 

ROLE RESPONSIBILITIES

• Provide leadership, oversight, and mentorship to a team of 10 colleagues located at different Pfizer sites in US and Canada

• Develop and implement cultural imperatives, challenging colleagues to grow beyond their comfort level

• Collaborate with Commercial Teams, Digital, Data Science and Chief Marketing Office to ensure alignment requirements are understood and implemented correctly and on time.

• Identify opportunities to drive greater efficiencies across functional silos optimizing the end-to sales planning and execution process

• Manage changes/advancements to FF systems and applications, limiting risk to revenue generating activities while maximizing value to end users

• Proactively keep Leadership Team, Business Operations Partners and CFC Excellence & Enablement informed of all deployment activities, to ensure the optimal resourcing model is being applied to the commercial event

• Align closely with product owners (Veeva, PfizerAlign, Triage, etc), ensuring optimal support and effective execution parameters

• Partner closely with Global product leads for Veeva, aligning across US and Ex-US activities

• Maintain strong partnership with Legal, Compliance and Procurement, ensuring systems, processes and contracted sales engagements are consistent with Pfizer and government regulations.  Be able to identify and report any potential risks/impacts and ensure appropriate action.

• Contribute to the sustainability of a Launch Excellence platform, leveraging check lists, digital launch planning tools and documentation to ensure repeatable processes become more efficient over time

• Ensure there is a system in place to document “Best Practices” and to start standardizing operating procedures across team.

• Lead major, minor, quarterly, and ad hoc initiatives for optimal sizing and deployment of both Pfizer field forces and contracted field forces to ensure that promotional strategies translate into increased profitability through effective allocation of resources.

• Create and deliver read-outs to senior leaders, tailoring the presentation to the audience as appropriate.

• Partner with Data Science / Insights Strategy & Execution to ensure deployment models are aligned with Pfizer’s overall sales strategy

• Identify opportunities for cross brand discussions to facilitate knowledge sharing and development of best practices.

• Manage an overall CFC Delivery budget of $550K and act as the financial steward of $126M of BU funds attributed to various technology, contracted sales, and third-party vendor service agreements

• Manage vendor partner relationships, covering the negotiation and maintenance of preferred supplier agreements

 BASIC QUALIFICATIONS

• BS/BA Required

• 8+ years of commercial experience