CFC Excellence Manager

Pfizer; Kuala Lumpur; Presencial; MYR 180 000 - 240 000; Tempo integral

Resumo da oferta

Pfizer seeks a CFC Excellence Manager (Customer Facing Colleague) for the MISP cluster (Malaysia, Singapore, Indonesia, Philippines). You will drive standardisation and continuous improvement of customer-facing operations across four markets.

You will build the roadmap, act as the GOSC interface for territory design and CRM processes, oversee segmentation and targeting, and align local leads with global policy while preserving market differences.

Qualificações

• 7+ years in pharma or a regulated industry.
• Experience in commercial operations or field operations.
• Strong segmentation, targeting, territory planning and incentive compensation.
• Advanced Excel for data consolidation and analysis.
• Excellent stakeholder management across markets.

Responsabilidades

• Build the MISP CFC Excellence roadmap from CE&I and local leads.
• Act as cluster interface to GOSC for territory design and CRM processes.
• Run cluster segmentation and targeting with refresh cycles.
• Coordinate GOSC delivery and local validation with CE&I Leads.
• Standardise ways of working across markets while preserving differences.

Conhecimentos

Advanced Excel

Segmentation & targeting

CRM & engagement planning

PMO & data consolidation

Stakeholder management

Ferramentas

Excel

Descrição da oferta de emprego

Purpose

The CFC Excellence Manager (Customer Facing Colleague) is MISP's cluster (MISP: Malaysia, Singapore, Indonesia, Philippines) standardisation and continuous-improvement engine for customer-facing operations. The role supports all four markets, identifies common needs and legitimate differences, synchronises cluster activity and turns recurring issues into improvement opportunities with GOSC and above-market partners, without replacing local CE&I or CFC leads.

Key responsibilities

Build the MISP CFC Excellence roadmap from needs surfaced by CE&I Managers and local CFC and Sales leads. Act as the cluster operational interface to the Global Operations Service Center (GOSC) for territory design, incentive compensation, customer engagement planning and customer relationship management processes. Run the cluster HCP/HCO segmentation and targeting process: set common standards and refresh cycles, coordinate GOSC delivery, and work with CE&I Managers on local validation, on behalf of the CE&I Lead. Track the quality and timeliness of GOSC outputs, consolidate cross-market issues, coordinate escalations and identify opportunities to improve accuracy, turnaround, process discipline and standardisation. Explore and progressively standardise ways of working across markets, while preserving legitimate market differences. Synchronise cluster cycle calendars, including segmentation refresh, incentive payout, territory realignment and customer engagement planning cycles. Partner with local leads on cluster incentive plan and contest strategy, aligned with business priorities and global policy; lead in-cluster implementation of new CFC systems, processes and policy changes. Accountable for Cluster CFC roadmap, standards and progress Cluster segmentation and targeting standards and refresh cycles GOSC service interface and consolidated improvement agenda Works closely with CE&I Managers and local CFC/Sales leads Commercial Performance and Commercial Enablement GOSC, CET, Compliance, enterprise insights and Digital Technology Role flexibility Where business needs require, this MISP-level role may be asked to take on a secondary hat as CE&I Manager for one MISP market, as agreed with the CE&I Lead and PX. When assigned, the role holder also carries the full local accountability described in the CE&I Manager profile, kept distinct from the MISP accountabilities above.

Qualifications and experience

Experience in commercial operations, field-force operations or a shared-services interface role. Strong knowledge of segmentation, targeting, territory, incentive compensation, customer relationship management and customer engagement planning. Process standardisation, PMO and data-consolidation capability, including advanced Excel proficiency. Strong stakeholder management across markets and shared-services teams. Typically 7+ years of relevant experience in pharma or a comparable regulated industry.

Leadership expectations

Business Acumen, Leading Change, Decisiveness and Building Effective Teams are critical. Accountability, Developing Others and a One Pfizer mindset are highly weighted. Use approved AI tools responsibly to improve productivity, quality and decision-making.

Work Location Assignment:

On Premise Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates. 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. Marketing and Market Research Pfizer careers are like no other. In our culture of individual ownership, we believe in our ability to improve future healthcare, and potential to transform millions of lives. We’re looking for new talent to join our global community, to unearth new innovative therapies that make the world a healthier place.