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Senior Director, Omni Channel & Customer Experience, APAC

Pfizer


Location:
Columbus, OH 43232
Date:
01/25/2018
2018-01-252018-02-25
Pfizer
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Job Details

**ROLE SUMMARY**



The Customer Experience & Omni-Channel Global team will drive a global transformational effort in how we engage with Customers and enhance business results through digital channels across Pfizer Essential Health (PEH).



The Team is responsible of building and executing the PEH Global customer experience strategy and operating model through a repeatable process that merges business objectives and customer objectives for higher impact. To achieve this, the team will lead the defining of customer journey maps and develop value-added services with the right go to market model with the right channel mix opportunities, right content, and technologies. By working with the Customer Experience /OC Team, markets will be able to develop their own Customer Experience Strategies will ensure that business objectives are aligned with customer objectives and only activities that deliver the right experiences, to the right customers, at the right times will be prioritized, executed and measured.







The APAC PEH Customer Experience and Omni-channel Lead will drive the development and implementation of Digital Marketing across PEH APAC, leading to the creation of a customer-centric omni-channel strategy and a new value proposition to Pfizer PEH portfolio. One key responsibility of the Lead is to leverage opportunities for PEH APAC countries to develop new capabilities that drive efficient and effective new models to communicate with our customers. This role will work effectively with the APAC Physicians Strategist to enable the execution of this strategy.







**ROLE RESPONSIBILITIES**







+ Leads creation of a PEH APAC customer-centric omni-channel strategy



+ Co-Leads Customer Experience Strategy development with the markets



+ Defines the customer-centric omni-channel investment roadmap across PEH APAC based on market archetypes



+ Develops fit for purpose solutions that fit the market needs and deliver on short and long term objectives.



+ Organizational capabilities development



+ Leads Customer Experience Model implementation through:



+ Defining Current state journey working with BAI and Global Marketing CS&I Teams



+ Implementing design thinking methodologies such as design sprint



+ Developing Future state journey



+ Evolving Go to market model based on measurement working with BAI and Global Marketing CS&I Teams



+ Evolving the future state journey based on KPIs



+ Defines and tracks KPIs aligned with customer experience goals and execution in country level.



+ Develops new Customer Experience Capabilities aligned with the roadmap to enhance excellence in execution by:



+ Facilitating local experimentation through customer experience model execution



+ Creating efficiencies through common solutions/services and content



+ Leading planning, project management, local & cross functional alignment, and change management



+ Guiding the technology evolution roadmap , channels evolution based on business needs



+ Assuring Excellence in Execution: Assessing Readiness & Building Capabilities



+ Leads Omni Channel Go to Market Strategy and Field Force integration and identify opportunities to enhance field force effectiveness through digital channels



+ Leads Impact Strategy Evolution with CSI & BAI team input (based on Omni Channel Attribution and Channel effectiveness mapping)



+ Leads best practice sharing & facilitates implementation



+ Working closely with PEH and PIH APAC Business Leaders and cross-functional leaders (e.g., BT, StratCO DCE, etc.) in order align priorities, strategies and enabling functions' resources and technologies across PIH and PEH to ensure efficient implementation of the roadmap



+ Accountable for delivering on budget and time, including knowledge of country implementation costs



+ Accountable for people management, one direct report.







**QUALIFICATIONS**







+ **Education & Experience**



+ Bachelor's degree required. Master's degree preferred.



+ 12+ years of relevant experience in Digital Marketing strategy in healthcare, consumer goods, and/or pharmaceutical industry. Other industry experience is a plus.



+ At least 7 years of experience in designing and implementing Digital Marketing and Multi-Channel Communication strategies and tactics is required, with proven track record of delivering positive business results.



+ Experience working in Digital Marketing with multiple regions and international markets is required.







**Technical Skills Requirements:**







+ Innovative and entrepreneurial mindset



+ Expertise in Omni-Channel Communication platforms and technology solutions



+ Expertise in Omni-Channel Communication platforms and technology solutions and Customer Experience Design



+ The job requires a deep understanding of Pfizer strategies, product and service offerings, and standard operating procedures and processed. This is essential to develop the right strategies, which will drive value in healthcare based on Pfizer capabilities.



+ Command of Pfizer technology roadmaps, the capability of existing digital platforms, best practices and internal operating procedures



+ Strong strategic, analytical, and complex problem-solving skills



+ Strong leadership, influencing, and negotiating skills



+ Solid understanding of the complexity of global roles interactions with the local teams



+ Demonstrated ability to understand critical market drivers, key product attributes, and differentiators



+ Ability to work in multiple cultural contexts as well as in partnerships with regional senior management



+ Excellent communication, presentation, and stakeholder management skills







Office (Singapore)



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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