Description
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.