Pfizer Customer Expeirence & Omni in Shanghai, China

POSITION SUMMARY

The Manager, Customer Experience & Omni-channel reports to the Customer Strategy Lead (Customer Strategy & Insights team within PEH Marketing), and acts as a partner and advisor to PEH China business teams to achieve the common goal of designing and delivering customer experiences with industry leading services & platforms.

Enhances the organization's capabilities in line with Pfizer China's vision of optimizing customer experiences.

Responsible for putting strategies into implementation plan.

Drives collaboration and integration ensuring a cohesive approach where the customer experience and Omni-channel strategies are aligned to PEH China business, brands' strategies and are delivering value to customers.

This role will have particular focus on facilitating customer centricity programs which may include internal initiatives and external partnerships.

POSITION RESPONSIBILITIES

Understand business objectives and priorities and explore how Customer Experience provides solutions towards the achievement of those. Understand the market digital readiness (channel, technology, commercial teams, external environment etc.) Oversee alignment and establish the process to facilitate collaboration among teams (i.e. Brands across BGs, DCE, BA, BT, Medical and CSI) to ensure integrated/holistic customer experience approach (end-to-end). Partner with Customer Strategy Sr. Manager to roll out project plans with different BU/BGs within PEH China to support business objectives. Collaborate with Brand owners and Medical Affairs colleagues to create the most engaging, impactful and cost-effective e-content (both branded and non-branded). Define customer personas development to enable content personalization when applicable. Manage the relationship with multiple content creation agencies in cooperation with Brand/Commercial Managers. Work with BA team to improve data capture and insight generation. Work with BA team to design and execute A/B testing decisions and approaches e.g. coverages, deliveries, open rate, click rate and etc. Identify capability needs and gaps. Develop training, processes and tools. Ensuring that these meets business needs, tangible and practical. Maintain operational efficiency in times of tight timeline and innovations while maintaining the standards of compliance.

ORGANIZATIONAL RELATIONSHIPS

Brand teams. Medical, Business Analysis, Commercial Operations, Business Technology and Business Groups. External partners for content creation Global conterparts.

EDUCATION AND EXPERIENCE

Qualifications:

Bachelor degree or above. MBA is preferred Track record in leading innovative projects/thinking. Digital marketing experience is a must. At least 3 years of digital marketing in both pharmaceutical and consumer goods businesses. 2-3 years experiences of DM / RPM is a plus Strong strategic and analytical skill and the ability to balance short term needs with long-term vision for the business. Strong interpersonal, influence and communications skills Strong partner relationship and collaboration skills - ability to generate credibility with and respect from colleagues and external parties at all levels in the organization Ability to work with metrics and KPIs to evaluate, communicate and optimize the performance of channels and campaigns Oral and written fluency in English

TECHNICAL SKILLS REQUIREMENTS

Indicate the technical skills required and/or preferred, as applicable.

Expect candidates to demonstrate these competencies:

  • Change Agile

  • Quick learner

  • Proactive and positive

  • Peer relationships and influncial

  • Acts Decisively

  • Seizes Accountability

Expect candidates to demonstrate these commercial /management competencies

  • Strong business acumen.

  • Strategic and operational business/Market planning

  • Market Execution

  • Marketing Innovation

  • Data analysis, interpretation and communication

  • Performance and program metrics

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.