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Customer Marketing Manager


Ballerup, 2750
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Job Details

The Customer Marketing Manager (CMM) will work closely with the cluster marketing team, and local country colleagues to deliver a best-in-class and highly efficient implementation of customer engagement programs.

The CMM will deliver key insights to inform the cluster strategy and be accountable for the local implementation of content and customer engagement programs.

The CMM will own country customer marketing across the entire customer engagement space beginning with customer insights, segmentation/journeys, digital content adaptation and creation, communication planning, execution and deployment while ensuring customer feedback/analytics to further improve our customer engagement programs. The CMM will do so in a way which is holistic and integrated with both customer and brand marketing.

The Customer Manager will be responsible for:

+ Planning and development of the strategic and operational customer and marketing for Denmark to deliver the revenue expectation for the PEH portfolio and OPEX commitments.

+ Drive customer operation excellence at country level and bring customer insights into the BU to influence/shape Northern Cluster strategy.

+ Lead and coordinate the Danish cross functional (XFT) team.

+ Lead the flawless implementation/roll-out of customer engagement and marketing plans at country level.

**Key Accountabilities :**

**Marketing Leadership**

Develop & maintain a thorough understanding of the market place for the assigned products to inform planning and revenue forecasting.

Demand planning and supply chain management.

Lead the development of Long Range Forecast (LRF) and Latest Estimate (LE) forecast numbers for assigned products ensuring credible assumptions in line with performance expectations and sign off achieved by Danish BU Lead and Northern Cluster LT in a timely manner.

Manage marketing OPEX and ensure appropriate phasing of full year expenditure in line with operating plan DME.

Seek & develop insights into the needs of all customer groups within the assigned disease area to inform Northern Cluster strategy and influence local implementation of customer engagement plans and multi-channel communication plans, as well as brand tactics.

Develop or adapt customer/brand value propositions aligned with Cluster value proposition.

Develop and maintain effective relationships with customers in target customer segments.

Maintain thorough understanding of customer needs and behaviours, including emerging roles of customers within the health care system.

**Strategic and operational planning**

Develop a close working relationship with the Northern Cluster Marketing colleagues to ensure Cluster strategic and tactical programmes take into account Danish market needs.

Ensure Denmark is represented at Cluster and Global (where relevant) meetings/webex sessions to develop appropriate and fit for purpose messages, tactics and resources to drive brand and portfolio success in the Denmark.

Develop and gain approval of cross-functionally (XFT) aligned operational plan aligned with Cluster priorities.

Analyse customer issues and opportunities impacting on the performance of portfolio or brand and develop appropriate programmes and activities to address issues/capitalize on opportunities as required and incorporate into plan.

Ensure broad XFT plans are clear, complementary, focused and developed base on customer insights.


Put in place relevant systems and metrics to monitor the success and performance impact of plans and programmes, against agreed targets.

Agree adapted and modified programmes as required, according to emerging customer/business issues and opportunities.

Monitor and report on delivery of customer marketing programmes and activities against approved operating budgets, including adherence to relevant financial policies and procedures.

**Performance Measures:**

**Marketing Leadership**

Portfolio financial performance.

Forecast Error.

Demonstration of understanding of market place through development of robust long range forecasts and operating plan.

Accuracy and timely submissions of LRF and LE forecast, appropriate stakeholder sign off.

OPEX managed accurately and phased/forecasted appropriately.

Significant time spent engaging with customers resulting in the development of strong relationships with KOLs and identification of customer insight and customer specific value propositions.

**Strategic and operational planning**

Plans submitted on time and to required quality.

Feedback from BU Lead and Cluster Marketing Team.

Observable inclusion of Danish requirements into Cluster strategy and programs.

Operating plans are developed and approved by Cluster LT during OP alignment.

Feedback from XFT members on leadership and contribution to the plan.


Budgets within agreed limits.

Reconciliation of project expenditure vs plan.

Work closely with local finance, tender & pricing, and PEH BU Lead in preparing Operating Plan

Maintain 100% compliance with relevant SOPs and make sure that the XFT understands implications of these SOPs.

**Skills, knowledge, qualifications and experience**

+ Well organized with ability to be flexible, prioritize multiple demands and effectively perform under tight timelines.

+ Knowledge of CRM, CMS and E-mail marketing platforms such as APSIS, Epsilon Harmony or equivalent.

+ Fluent in English and Danish.

+ Ability to balance short term needs and long term vision.

+ Ability to analyze and define and convey complex concepts and strategies in verbal and written communication to demanding audiences (internal and external).

+ Strong interpersonal skills required as well as excellent communication and presentation skills.

+ University degree in science, life sciences or business; graduate studies in management is an asset.

+ Broad knowledge and experience of Danish healthcare and pharmaceutical environment.

+ Strong analytical skills (strong Excel skills).

+ Entrepreneurial and drive for results.

+ Understand Pfizer's organizational strengths and weaknesses and how to navigate within.

+ Demonstrate interpersonal and influencing skills to effectively operate in a matrix organization.

+ Ability to operate as Pfizer's ambassador with customers, payers, professional bodies etc.

Strong leadership behaviors and ability to apply multiple and appropriate leadership styles.

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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