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Associate/ Senior Associate, Customer Marketing (12

Pfizer


Location:
Quarry Bay, CA 93402
Date:
01/04/2018
2018-01-042018-02-19
Pfizer
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Job Details

**POSITION SUMMARY**







Manage the daily operation of Wellness Centre, Pfizer Club, and customer hotline. Assist Customer Marketing Manager to develop and implement marketing and disease awareness programs in the prevention, diagnosis and management of targeted diseases so as to add values to the current and new products planning process with the ultimate objective of improving the overall company competitive edge as well as sales and profit.







**RESPONSIBILITIES**







**1. Wellness Centre and Disease Management Program**







+ In charge the management and daily operations of Wellness Centre and logistic of outreach program including screening and health talk and ensure the operation process is fully in compliance with the company's policy



+ Assist Manager to set up operational procedures, service standard and training of Wellness Centre



+ Provide training and supervision to a team of healthcare ambassador and RN and ensure them to provide quality service



+ Assist local wellness champions in promotion and publicity plans for wellness programs in the community







**2. Pfizer Club & Hotline**







+ Support Manager to manage Pfizer Club to maximize revenues and enhance members' brand loyalty



+ Plan and execute CRM strategies and initiatives to retain members' loyalty, deliver importance of drug compliance and drive member acquisition and engagement, including health talks, outing and annual activities



+ Prepare segmentation analysis and CRM reports periodically to ensure effectiveness of marketing intelligence and drive continuous improvement



+ Initiate and execute CRM communication collaterals and work with agency/vendor for development, such as direct mailer, leaflet, pops, newsletter and etc.



+ Collaborate with internal and external parties regarding patient club issues



+ Manage and support hotline service to ensure the operation run smoothly and deliver high standard of customer service



+ Manage and work closely with vendors to deliver user's need



+ Prepare hotline scripts, assist to respond and resolve customer inquiries/complaints and ensure all scripts and replies are comply with medical requirements



+ Monitor Hotline operation ensure hotline comply with medical and vendor audit requirement and up to good standard







**3. CRM & POS system**







+ Develop new Microsoft Dynamic CRM system and revamp POS system to extend value added services



+ Collect customer behavior and preference on existing CRM system



+ Assist to outline and develop MS CRM Online to integrate member card features



+ Lead in performing UAT and data migration



+ Review and fine-tuned CRM functions to meet operation's needs



+ Assist in the transition of POS upgrade and supported after service







**4. Membership website**







+ Maintain Pfizer Club website and prepare website content updates regularly to drive customer engagement



+ In charge to website revamp project



+ Extend the support to mobile device



+ Establish member section for account management







**5. Others**







+ Assist in ad hoc marketing projects







**QUALIFICATIONS**







+ Diploma or degree holder



+ Minimum 4 years working experience particularly in healthcare or customer service industry



+ Candidate with medical, pharmaceutical, customer service or marketing education background and experience has advantage



+ Responsible, well-organized, self-motivated, good interpersonal & communication skills and a good team player be able to work with multiple stakeholders



+ Basic I.T. knowledge and proficiency in Microsoft office, knowledge in CRM software Microsoft Dynamics or Photoshop an added advantage



+ Good command of written and spoken English and Chinese, Mandarin an added advantage







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