Senior Manager, US CRM

Role Summary

Senior Manager, US CRM at Pfizer leads direct‑response CRM strategy across email, direct mail, SMS and other channels to deepen relationships with health care professionals, consumers, and patients in the US and internationally. The role partners with product/brand marketing, operations, MARTECH and analytics to translate brand objectives into omnichannel CRM programs, blending creativity with data‑driven execution and personalization, leveraging AI tools to drive efficiency and scale across paid, owned, and earned media. Location: Hybrid at Pfizer US Commercial Sites (Collegeville, PA; New York, NY; Lake Forest, IL; Tampa, FL).

Responsibilities

• Drive CRM strategies and priorities to develop deeper relationships with key targets for brands.
• Collaborate with a broad range of commercial brand teams and cross‑functional partners involved with the development, execution, analysis and actionable insights of CRM strategies and activities. Partner with marketing / commercial, Operations, MAR TECH and analytics teams to:
  • Action on brand strategy plans to manage Pfizer interactions with targets across touchpoints, including campaigns, customer journey and omnichannel orchestration, personalization, and decisioning
  • Define data attributes and audiences for CRM Personalization and partner cross‑functionally to implement
  • Lead development of CRM program orchestrated contact targeting, reach and frequency for sustained HCP engagement and Rx writing behavior changes
  • Develop CRM learning agendas, measurement plans and segment level testing plans; implement tests, analyze results and present key insights and campaign optimization recommendations
• Partner with product/brand marketing, analytics, paid media, and digital to create data‑driven omnichannel communications based upon the target’s individual needs.
• Optimize KPIs across journey planning, activation, measurement and optimization, including volumes and prescribing mix.
• Apply scaled insights and CRM execution across the adoption path.
• Identify friction points across omnichannel journeys and assess where CRM can play a role to increase engagement, conversion and Lifetime Value (LTV).
• Audit existing lifecycle content types and content quality to identify gaps and opportunities.
• Develop CRM segment level content strategy, touch point message maps and creative briefs for CRM campaign programs.
• Lead creative best practices for modular email design, SMS, MMS, Direct Mail, website CRM 1P & 0P data registration pages.
• Initiate CRM campaign deployment requests, tag reporting meta data, track and manage campaign status via CRM Operations project execution systems.
• Develop, vet and align on CRM campaign feasibility technical requirements and BRD.
• Participate in all cross‑functional CRM project status meetings, leading the CRM channel tactics agenda and next steps.
• Manage relationships with internal cross‑functional colleagues and external agencies to leverage their expertise and ensure successful execution of CRM initiatives.
• Act as a key enabler in building a strong culture and driving the Chief Marketing Office’s disruptive innovation agenda.
• Stay informed about industry trends and emerging CRM technologies, proactively identifying opportunities for innovation and growth.
• Collaborate closely with stakeholders within the Chief Marketing Office and other Pfizer organizations, including Paid/Owned/Earned media, Product Marketing, and Customer Facing Colleagues to ensure alignment with campaigns and sales strategies.
• Commercial Analytics to define modeling and audience strategy to optimize reporting, performance analytics and precision marketing.
• Work with the CRM marketing team to ensure tools deliver needed capability for CRM success.

Qualifications

• Required: Bachelor’s degree with 7+ years of relevant experience
• Required: Strong knowledge of CRM principles, strategies, and best practices, with a focus on customer segmentation and personalization
• Required: Experience with end‑to‑end designing and executing CRM campaigns including customer journeys, behavioral/clinical/claims‑based triggered programs, progressive profiling, lifecycle marketing, dynamic modular personalization, next best message, next best action, batch campaigns, and new product introductions
• Required: Experience testing and optimizing campaigns over time to maximize response rates and ROI
• Required: Demonstrate a human‑centered mindset – being obsessed with the customer
• Required: Willingness to experiment, and comfortable creating a ‘fail fast, learn fast’ culture
• Required: Courage to provide objective opinions, especially when evaluating go/no‑go innovation decisions
• Required: Experience partnering closely with Medical, Legal, Regulatory and Compliance to execute campaigns within guidelines
• Required: Prior success navigating large matrixed organization and collaborating across multiple, diverse stakeholders to drive results
• Required: Lead cross‑functional and cross‑business projects and initiatives, identifying risks and removing roadblocks to enable teams to achieve successful delivery
• Required: Demonstrate a breadth of diverse leadership experiences and capabilities including the ability to influence senior leaders and colleagues at all levels
• Required: Demonstrated business acumen, strong analytical skills, strategic mindset and conceptual problem‑solving skills
• Required: Self‑motivated with demonstrated ability to thrive in evolving and ambiguous environments
• Required: Strong collaboration and communications skills; outstanding writing and presentation skills; strong project management, and the ability to influence without authority
• Required: Strong email modular design system, Excel, Tableau, and PowerPoint skills
• Required: Role model for the Pfizer Values (Courage, Excellence, Equity, Joy)
• Required: Comfortable working and performing within evolving and ambiguous environments
• Preferred: General knowledge of the pharmaceutical industry and healthcare environment
• Preferred: Experience launching disruptive innovation in a customer‑centric industry
• Preferred: Salesforce Marketing Cloud Platform Certified
• Preferred: Demonstrated breadth of leadership including the ability to influence and coach others, oversee and guide the work of colleagues to achieve meaningful outcomes

Education

• Bachelor’s degree in a related field; advanced degree preferred

Skills

• Strong collaboration and communications; outstanding writing and presentation skills; strong project management; ability to influence without authority
• Proficiency in Excel, Tableau, and PowerPoint
• Experience with email modular design systems and omnichannel campaign coordination