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 confidential information.
• Track record demonstrating strong collaboration and communications skills; outstanding writing and presentation skills.
• Comfortable working and performing within emerging, evolving, and ambiguous environments.
• Strong project, time management, and organizational skills.
• Role model for the Pfizer Values (Courage, Excellence, Equity, Joy).

PREFERRED QUALIFICATIONS

• MBA or relevant advanced degree preferred.
• Pharmaceutical business experience, interaction with customers, and/or pharmaceutical marketing experience is an advantage.
• Occasional travel (<=20% travel required)

Last Day to Apply: May 28, 2025
Work Location: Hybrid, 2.5 days in office
The annual base salary for this position ranges from $96,300.00 to $160,500.00. In addition, this position is eligible for participation in Pfizer's Global Performance Plan with a bonus target of 12.5% of the base salary and eligibility to participate in our share based long term incentive program. We offer comprehensive and generous benefits and programs to help our colleagues lead healthy lives and to support each of life's moments. Benefits offered include a 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution, paid vacation, holiday and personal days, paid caregiver/parental and medical leave, and health benefits to include medical, prescription drug, dental and vision coverage. Learn more at Pfizer Candidate Site - U.S. Benefits | (uscandidates.mypfizerbenefits.com). Pfizer compensation structures and benefit packages are aligned based on the location of hire. The United States salary range provided does not apply to Tampa, FL or any location outside of the United States.
Relocation assistance may be available based on business needs and/or eligibility.
Sunshine Act
Pfizer reports payments and other transfers of value to health care providers as required by federal and state transparency laws and implementing regulations. These laws and regulations require Pfizer to provide government agencies with information such as a health care provider's name, address and the type of payments or other value received, generally for public disclosure. Subject to further legal review and statutory or regulatory clarification, which Pfizer intends to pursue, reimbursement of recruiting expenses for licensed physicians may constitute a reportable transfer of value under the federal transparency law commonly known as the Sunshine Act. Therefore, if you are a licensed physician who incurs recruiting expenses as a result of interviewing with Pfizer that we pay or reimburse, your name, address and the amount of payments made currently will be reported to the government. If you have questions regarding this matter, please do not hesitate to contact your Talent Acquisition representative.
EEO & Employment Eligibility
Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status. Pfizer also complies with all applicable national, state and local laws governing nondiscrimination in employment as well as work authorization and employment eligibility verification requirements of the Immigration and Nationality Act and IRCA. Pfizer is an E-Verify employer. This position requires permanent work authorization in the United States.
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