# CFC Excellence Manager (Customer Facing Colleague)

**Company**: Pfizer
**Location**: Kuala Lumpur
**Work arrangement**: onsite
**Experience**: senior
**Job type**: full-time
**Category**: Operations
**Industry**: Healthcare

**Apply**: https://pfizer.wd1.myworkdayjobs.com/en-US/PfizerCareers/job/Malaysia---Kuala-Lumpur/CFC-Excellence-Manager_4965821?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/job/cfc-excellence-manager-customer-facing-colleague-81d1657a-8f7/

## Description

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.

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## Skills

### Required
- segmentation
- targeting
- territory management
- incentive compensation
- customer relationship management
- customer engagement planning
- process standardisation
- PMO
- data consolidation
- Excel

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Source: [Apply at pfizer.wd1.myworkdayjobs.com](https://pfizer.wd1.myworkdayjobs.com/en-US/PfizerCareers/job/Malaysia---Kuala-Lumpur/CFC-Excellence-Manager_4965821?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)