CFC Excellence Manager (Customer Facing Colleague)

The CFC Excellence Manager (Customer Facing Colleague) is MISP's cluster standardisation and continuous-improvement engine for customer-facing operations.

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.
• 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.

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.

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.