The Customer Engagement Excellence Lead is responsible for the strategic design, transformation, and optimization of omnichannel customer engagement initiatives that accelerate business objectives and drive GTM (Go-to-Market) excellence. This role collaborates closely with cross-functional stakeholders to translate complex customer needs and business challenges into actionable engagement strategies, leveraging advanced analytics, digital technologies, and best-in-class omnichannel practices. The incumbent will deliver scalable, high-impact engagement programs and transformation projects supporting both operational excellence and organizational innovation.
Key Responsibilities
Lead the planning and execution of omnichannel engagement optimization and transformation initiatives in partnership with BU, GTM transformation teams and cross-function teams, ensuring alignment with business strategic priorities.
Collect, analyze, and document customer journey data and engagement requirements from business units, marketing, sales, and digital channels, identifying opportunities for integration and process enhancement.
Develop and implement robust omnichannel engagement frameworks, including digital channel architecture, governance, and stewardship, to ensure quality, security, and compliance across all customer touchpoints.
Design and deploy integrated engagement solutions, leveraging data lakes, CRM platforms, and automated pipelines to consolidate customer intelligence for advanced analytics and personalized engagement use cases.
Drive the centralization and optimization of customer engagement assets and oversee the enhancement of data collection methodologies (including tracking, tagging, and channel attribution designs) to enable actionable business insights.
Automate and streamline engagement reporting processes, delivering timely dashboards, scorecards, and metrics tailored to omnichannel transformation objectives.
Partner with internal digital, and commercial teams to ensure the successful and timely delivery of engagement platforms, tools, and analytics that meet evolving business needs.
Monitor industry trends, emerging technologies, and best practices in omnichannel engagement, digital marketing, and customer analytics, proposing innovative approaches for continuous improvement.
Provide expert analysis, strategic recommendations, and data-driven insights to support leadership decision-making in customer engagement, digital innovation, and business model optimization.
Maintain rigorous compliance with internal standards, data privacy regulations, and industry best practices, consistently demonstrating the highest level of ethics and professionalism to safeguard Pfizer’s reputation and market leadership.
Qualifications
Bachelor’s degree or above in Marketing, Business Analytics, Data Science, Information Management, Digital Marketing, or a related discipline; Master’s preferred.
Minimum of 8 years’ professional experience in customer engagement, omnichannel marketing, or digital transformation, with at least 3 years’ proven track record in cross-functional project management within multinational or highly regulated environments; prior experience in the pharmaceutical or life sciences industry is highly desirable.
Advanced proficiency in digital engagement platforms, CRM systems, business intelligence (BI), big data and marketing cloud technologies.
Demonstrated strategic thinking, strong business acumen, and a results-oriented approach to customer-centric decision-making.
Comprehensive understanding of pharmaceutical GTM strategies, omnichannel engagement, sales and marketing analytics, and the application of data insights to drive commercial growth.
Exceptional communication, interpersonal, and stakeholder management skills, with the ability to influence and drive collaboration across multiple teams and cultures; fluency in both English and Mandarin is highly advantageous.
Direct experience with omnichannel optimization or digital transformation projects, preferably within a global pharmaceutical or healthcare context.
Work Location Assignment: Hybrid
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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