Cluster Omnichannel Manager

Cluster 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 an Omnichannel Manager, you will design and implement Pfizer’s Omnichannel Customer Experience across markets in the cluster, ensuring alignment with global and regional objectives. You will act as a key link between regional strategy and in-market execution, leveraging service design methodology and collaborating closely with cross-functional 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 owner for the execution of the Omnichannel strategy across the cluster, ensuring seamless translation of global objectives into consistent local action across markets.
• 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.
• Orchestrate omnichannel journeys by collaborating closely with sales teams to seamlessly integrate face-to-face and digital touchpoints; such as RTEs, webinars, educational events, and congresses, maximizing overall HCP engagement.

 

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.
• Drive the co-development of innovative educational event concepts at both cluster and market levels with sales teams, ensuring all activities reinforce a cohesive omnichannel strategy and deliver measurable value to HCPs.

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

This position is a GJL070.

Closing deadline for applications is Friday October 16th.

This role is posted in multiple locations. If you are applying for the role in an secondary job posting location where pay transparency regulations apply, your Talent Advisor will share the local pay information with you during the first interview.

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

Pfizer's aim is to provide equality of opportunity in the recruitment process by avoiding any bias or potential discrimination on any grounds including (but not limited to): sex, age, race, religion or belief, sexual orientation or disability. At Pfizer we are creating an organization and promoting a culture that respects each individual's unique character and life experiences and reflects the diversity of our society, customers and markets. We will achieve this through fostering and sustaining an environment in which every colleague feels valued and supported. 

Disability Inclusion:

Onze missie is om de kracht van al onze mensen te ontwikkelen en ruimte te geven. We zijn trots om een inclusieve werkgever te zijn, die aan alle kandidaten met een beperking gelijke kansen biedt. We moedigen je aan om jezelf te zijn en dat met ons te delen, wetende dat wij ons best gaan doen om jouw sollicitatie en toekomstige carrière te ondersteunen. Jouw reis bij Pfizer begint hier!

Pfizer endeavors to make www.pfizer.com/careers accessible to all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process and/or interviewing, please email [email protected]. This is to be used solely for accommodation requests with respect to the accessibility of our website, online application process and/or interviewing. Requests for any other reason will not be returned.

To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers.

Voor meer informatie over toegestane en verboden toepassingen van AI tijdens het wervingsproces, raadpleeg onze richtlijnen voor het gebruik van AI door kandidaten op Pfizer Careers.

 

 

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