Omnichannel Insights Manager

Omnichannel Insights Manager (M/F/d), Patient & Healthcare Experience Team

Role Summary

As the Omnichannel Insights Manager at Pfizer Switzerland, you will be part of our journey as we evolve our Customer Experience (CX) and Omnichannel Marketing strategy. Your focus will be on translating data into insights and insights into action. This will require developing a deep understanding of the evolving omnichannel needs of physicians and patients, with the purpose to improve the impact of our medicines and vaccines on patients and society. This is a hands-on role where you’ll have the opportunity to work closely with product marketing teams, medical, customer facing leads and digital champions across the business.

Role responsibilities

• Coordinate between Pfizer Switzerland and the international support organization for everything related to Business Insights & Reporting (BIR).
• Leverage expertise and understanding of the importance of customer experience (CX) - track customer journeys across channels and platforms, delivering a meaningful and consistent CX across all touchpoints to improve customer engagements.
• Help identify new approaches, using data science techniques & new data sources to power omnichannel analytics and customer activation opportunities.
• Develop and execute short and long-term measurement plans for proposed campaigns tactics, partnering with broader analytics team as needed.
• Lead the development of Omnichannel KPIs, reporting and tracking.
• Setup and design A/B testing, case control studies and other deep dive analyses to address business questions related to omnichannel execution and impact.
• Drive integration of omnichannel dynamics with broader analytics activities to help paint full picture of commercial execution and customer engagement/experience.
• Campaign management and performance; using analytics tools such as Adobe Analytics to map customer journeys and provide insight to support future roadmap.
• Develop relationships with key internal stakeholder to improve customer journeys and experiences, e.g. Customer Contact Centre, Pfizer medical information.
• Lead external user groups with key stakeholders to improve customer interactions across channels and investigate co-creation opportunities.
• General project management
• Manage the delivery of multiple omnichannel marketing projects to the business
• Arrange and attend stakeholder meetings with cross-functional teams, ensuring project requirements are delivered within agreed timescales and on budget.
• Coordinate with the international organization for the setup and roll-out of new (digital) tools and capabilities.
• Support the CX & Omnichannel Marketing Lead on larger projects / initiatives (e.g. new HCP portal, ePermissions)

Basic qualifications

• Educational background in STEM, digital marketing of equivalent qualifications
• Practical marketing / commercial experience
• Strong project management skills
• Experience in the pharmaceutical industry, med-tech or other life sciences
• Fluency in German and English, knowledge of French is a plus

Preferred qualifications

• Minimum 3-5 years practical experience in omnichannel/ digital marketing; either from within industry or from agency / consulting / service side
• Technical knowledge and curiosity related to digital media technologies; CMS, HTML, marketing automation, web analytics, responsive web design, etc.
• Advanced knowledge of Microsoft O365 suite
• Excellent communication skills, adapted to audience, paired with excellent listening ability, asking the right questions, including virtual settings and interactions
• Ability to orchestrate the omnichannel-customer-journey to create a seamless experience

What you can expect

At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives. Pfizer's open-door policy is an integrated part of our culture across all levels of seniority. With us you can expect:

• An attractive overall employment package (compensation, vacation, pension) in a world-leading company
• An exciting, fast-paced environment
• Friendly, open and collaborative company culture
• Regular interaction with both local and international colleagues
• Flexible working hours
• Opportunities to engage in social projects
• Company-paid health activity program
• Great growth
• and development opportunities

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