Director International Markets 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 (HCP), consumer and patient engagement in pharma. This team, part of the Chief Marketing Office (CMO), partners with cross-functional leaders to redefine our engagement strategies and provide exceptionally timely, differentiated, and relevant messages 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 Director International Markets Customer Relationship Management Strategy is responsible for leading CRM best practices related (emails, messaging apps, email journeys, etc), understanding and synthesizing regional CRM needs and leading world class international CRM strategy and capability in partnership with key brands and markets in the International Markets space. As a member of the International CRM Strategy team, reporting to the International CRM Strategy Lead, this role will partner with key regional teams and markets and work with global brands to translate and support their respective global marketing strategies into the CRM channel strategies, including email, direct mail, and emerging channels such as messaging apps like WhatsApp. In this role, the Director will optimize and personalize CRM strategies which will enable and amplify relationships between Customers, Patients, and HCPs and Pfizer that are grounded in relevant information and engagement and fostered by each customer segment’s unique journey. 

NOTE: In the short term, the Director will also contribute to a special project related to the deployment of a new Marketing CRM system across certain International Markets. More details below.

ROLE RESPONSIBILITIES

• Serves as the CRM lead for a Business Unit (BU = Primary Care, Oncology or Specialty care) and must provide guidance for shaping global and regional CRM strategies for priority brands, with special consideration to the needs of Priority markets for each brand. They will also provide guidance for priority KNOTs to ensure success in driving deeper relationships across all customer engagement for key brands and markets for the BU.  Also ensures that region and market level insights are communicated and considered in global planning and strategies
• Represents the “Voice of the Customer” and the “Voice of CRM” within key cross-functional and regional teams, ensuring that they are working towards integrating CRM COE strategies as part of the overall Integrated Channel Strategy (ICS)
• Define Consumer, Patient and Health Care Provider (HCP) CRM best practices and socialize them within the international organization and beyond.
• Scale best practice CRM approaches and opportunities for the international markets and priority brands
• Collaborate closely with stakeholders within the Chief Marketing Office (CMO) organization and other organizations within Pfizer, including:
  • Global marketing and regional brand teams, and key regional market commercial and GLocal teams.
  • Key regional market CFC and sales teams to ensure alignment of CRM strategies with contact, meeting, and sales strategy.
  • Global and Regional Integrated Channel Strategy enablement and the commercial Go to Market Strategy & Innovation teams to develop new CRM strategies or tools to engage customers
  • Marketing Enablement and priority market P&HE teams
  • Applied Intelligence & Insight to define the modeling and audience strategy to optimize reporting, performance analytics, and precision marketing
  • Digital to ensure alignment of CRM approach with broader data strategy and consumer experience.
• Interacts with and influences a broad range of regional teams and functions involved with the development and execution of CRM related strategies and activities. Partners with regional marketing / commercial teams to:
  • Lead the development and action on the comprehensive global brand CRM plans to manage Pfizer interactions with consumers, patients, and HCPs, as applicable, across touchpoints, including campaigns, customer journey and ICS (Omnichannel) orchestration, journeys, personalization and decisioning.
  • Define the necessary data attributes and audiences for the Consumer, Patient and HCP CRM strategy and partner cross functionally to implement and leverage the data attributes.
  • Lead the global and regional brand ideation for CRM strategies and partner to execute on CRM programs - lead the development of strategies for sustained consumer engagement within context of these programs
  • Lead the priority brand (global and regional) ideation on the broader CRM-related customer journeysand value proposition by identifying and articulating engagement opportunities across the omnichannel marketing funnel for different products and markets and suggest CRM strategies, tactics and models to address opportunities
  • Oversee the testing, validation, and execution customer engagement initiatives
  • Act as a subject matter expert in the use of new CRM related platforms and tools
• Facilitate the monitoring of CRM and customer engagement strategy and tactic effectiveness in the region, in collaboration with the Business Insights & Reporting. Continuously evaluate effectiveness of CRM strategies in order to inform and adapt CRM programs and strategies for priority brands, and regions and markets
• SPECIAL PROJECT: Act as the CRM Market Strategy and Readiness Workstream Lead - International Deployment Project for the Marketing CRM Ecosystem. For a time-limited duration, the Director will spearhead a workstream focused on preparing markets to execute the transition to the new Marketing CRM ecosystem. The role involves strategic use case planning, HQ email content readiness and migration, journey development, and operational setup to ensure successful deployment in lead markets.

BASIC QUALIFICATIONS

• Bachelor's degree in related field with 10+ years of relevant experience
• Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, and create business impact.
• Experience in defining and implementing regional strategies and scaling international strategies and capabilities to local markets
• Experience with navigating large matrixed organizations and governance
• Experience working in international, direct response pharma marketing
• Experience executing consumer, patient and HCP CRM campaigns including customer journeys, batch campaigns, and new product introductions.
• Experience testing and optimizing campaigns over time to maximize response rates and return on investment
• Experience partnering closely with Legal and Compliance to execute campaigns within guidelines
• Exceptional interpersonal skills and mastery of working in a matrix environment
• Self-motivated with demonstrated ability to execute with speed and high quality
• Demonstrated business and marketing acumen, strong analytical skills and strategic mindset
• Track record of strong networking and working collaboratively across functions and geographies
• Be a strong role model for the Pfizer Values (Courage, Excellence, Equity and Joy)
• Exhibit a strong executive presence and demonstrated ability to effectively influence senior leaders and colleagues at all levels of the organization
• Demonstrated analytical and conceptual problem-solving skills
• Strong writing, presentation and influencing skills
• Demonstrate ability to thrive under pressure, to take accountability and to meet deadlines
• Strong project and time management and organizational skills

PREFERRED QUALIFICATIONS

• Advanced degree in Marketing or Business preferred.
• Experience with Customer relationship management – Salesforce experience a definite plus
• Comfortable working and performing within emerging, evolving and ambiguous environments
• Broad knowledge of the pharmaceutical industry and healthcare environment
• Broad knowledge of international pharmaceutical marketing and communications.
• Relevant multilingualism preferred

NON-STANDARD WORK SCHEDULE, TRAVEL OR ENVIRONMENT REQUIREMENTS

• Occasional travel (<=30% travel required)
• This is a global role with non-standard work schedule with a reporting line into the North American East Coast time zone; some meetings may be scheduled out of normal local business hours (i.e. early morning and evening/night) to accommodate different team and stakeholder meetings .  
• Hybrid virtual working arrangement possible due to International nature of the role
• North American or EU time zones preferred

Additional Job Details:

• Last Day to Apply: September 12, 2025
• Work Location Assignment: Hybrid 2.5-3 days a week on site, Commercial Pfizer site preferred

The annual base salary for this position ranges from $156,600.00 to $261,000.00. In addition, this position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 20.0% 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.

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