Omnichannel Manager

ROLE SUMMARY

The Innovating for Growth organization is an agile, efficient, and innovative cluster-led model, designed to unlock growth and accelerate impact for patients. It is centered on uniting colleagues under a single cluster identity, leveraging AI and digital tools, and fostering a culture of continuous improvement. The new structure enables dynamic resource allocation, rapid learning and a start-up spirit that empowers teams to act entrepreneurially. Ultimately, I4G aims to reach more patients, faster, with greater impact and collaboration across countries where empowered teams unlock greater value than ever before.

As a Country Omnichannel Manager, you will design and implement Pfizer's Omnichannel Customer Experience, ensuring alignment with the Cluster Omnichannel strategy and global/regional/cluster objectives. You will act as a key link between cluster-level strategy and in-country execution, leveraging service design methodology and collaborating closely with cross-functional and cross-country teams to deliver a 360° customer-centric, data-driven, and holistic approach.

ROLE RESPONSIBILITIES

In this role you will:

Omnichannel Strategy & Execution

• Act as the primary in-country owner for the execution of the Cluster Omnichannel strategy, ensuring seamless translation of cluster and global objectives into local action.
• Advise and support in-market teams in building and localizing Omnichannel Strategy, focusing on patient and customer journey enhancements, in close partnership with the Cluster Omnichannel Lead.
• Guide the definition and localization of customer engagement goals for omnichannel execution, ensuring alignment with cluster and global priorities.
• Propose and orchestrate the optimal mix of channels and content types to achieve engagement objectives, leveraging best practices and assets from the cluster and global teams.
• Lead the implementation and adaptation of global/regional content plans for assigned customer groups, ensuring continuous improvement and optimization, and sharing learnings with the cluster team.
• Define KPIs and measurement metrics for each engagement goal and campaign, driving ongoing optimization and enhancements, and report performance insights to the Cluster Omnichannel Lead.

Omnichannel Excellence & Collaboration

• Collaborate with cluster and global stakeholders to explore innovative campaign execution methods, challenge norms while ensuring compliance, and scale up best practices across markets.
• Drive the re-use of high-quality, engaging content across various channels and platforms, leveraging global/cluster assets and supporting local adaptation.
• Actively contribute to cross-country capability building and the sharing of best practices, supporting the Cluster Omnichannel Lead in fostering synergies within and beyond the cluster.
• Lead or participate in cross-cluster Customer Experience Design projects, enabling colleagues to deliver seamless and personalized omnichannel experiences, and support the development of agile, high-performing teams.
• Foster a customer experience culture and mindset, empowering colleagues to deliver great customer experiences, and contribute to the cluster's innovation agenda.

Content & Digital Channel Management

• Localize and adapt content from global/regional brand plans to meet digital channel and campaign requirements, ensuring consistency with cluster-level content strategies; leverage GenAI where possible
• Plan, create, and implement engaging visual and written content for portals, social media, and email marketing campaigns, in alignment with cluster and global guidelines.
• Drive timely implementation of campaign content and visuals, including web editing and SEO/SEM projects, and ensure effective deployment across all relevant platforms.
• Track and analyze content performance data to optimize channel ROI; and share insights with cluster and global teams to inform future strategies
• Collaborate with cluster and global teams to co-design solutions, share best practices, and provide local feedback, supporting continuous improvement and innovation.

Self-Development & AI fluency

• Maintain and regularly update a personal development plan to enhance performance and growth within the current role.
• Actively engage in Pfizer training programs and learning opportunities to build relevant skills and knowledge.
• Become AI fluent and become competent using different AI tools to maximize productivity and impact.
• Strengthen core competencies through continuous learning and feedback from peers and stakeholders.

QUALIFICATIONS

Minimum Requirements:

• University degree in Marketing, Business, or a related field; Master's degree preferred.
• Significant experience in omnichannel marketing roles within complex, cross-BU and cross-country environments.
• Demonstrated ability to translate cluster/global strategy into local execution.
• Proven track record in managing and developing omnichannel customer experiences.
• Strong background in design methodologies (e.g., service design, information architecture, interaction design).
• Hands-on experience in digital channel management and content creation.
• Expertise in social media campaign execution and optimization.
• Experience with website analytics tools and CMS (Drupal, Wordpress, etc.).
• Proficiency in design tools (e.g., Adobe Suite, Canva, Figma).
• Excellent communication, collaboration, and stakeholder management skills.
• Understanding of pharmaceutical marketing compliance requirements in at least one focus market.
• Fluency in English and one of the languages spoken in focus markets.

Preferred Qualifications

• Experience working in matrix organizations and leading cross-functional or cross-country projects.
• Experience in channel optimization and agile ways of working.
• Demonstrated project management capabilities.
• Proactive, self-directive mindset with strong strategic thinking and operational execution.
• Ability to inspire others and model company values (Courage, Excellence, Equity, Joy).

STAKEHOLDER MANAGEMENT

Internal connections

• Omni-channel lead, Country Portfolio Leads, Cluster Commercial Leads (as applicable), Global Customer Experience Team, Marketing Operations & MAPP team (as needed), Field Force

Purpose 

Breakthroughs that change patients' lives... At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives.  

Digital Transformation Strategy

One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience.

Flexibility  

We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let's start the conversation  

Equal Employment Opportunity 

We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees.

Disability Inclusion
Our mission is unleashing the power of all our people and we are proud to be a disability inclusive employer, ensuring equal employment opportunities for all candidates. We encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments to support your application and future career. Your journey with Pfizer starts here

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