Vice President, International Cfc Excellence

ROLE SUMMARY

A new position, the “International Commercial Customer-Facing Colleague (CFC) Excellence & Enablement Lead” will set the stage and define how best-in-class Sales, Account Management and other commercial customer facing functions are performed at Pfizer in the International Region in support of strengthening Pfizer’s commercial powerhouse position. This new role will shape, staff, and lead a fast-growing COE, along with Country leaders who are passionate about sharing their talents and helping others achieve greater performance and business impact. They will work closely with the International Transformation Office and country level leadership, providing perspective, guidance, tools, playbooks, and training where they’re most needed, and where they can best drive the business. They will also work closely with other functions, like Marketing, L&D, CFC operations, HR/Talent Management, compliance, commercial analytics and technology to ensure this is a coordinated and integrated global effort for Pfizer.

ROLE RESPONSIBILITIES

In order of importance, indicate the primary responsibilities critical to the performance of the role. It is recommended not to list actual tasks but focus on 5-8 essential responsibilities that highlight accountability and level of judgment required.
- Pfizer Customer Facing engagement & Account Selling Model - For the international markets, define best-in-industry customer facing capabilities, develop standardized selling excellence model and training/development curriculum for sales representatives, commercial SMEs and account management model for KAMs. Also define and develop customer facing leadership excellence model and training & development curriculum.
- Talent & Onboarding Training - Work closely with the transformation office, country leaders and People Experience (PX), Talent Acquisition (T&A) Management to ensure Pfizer is hiring, developing, and advancing the best Sales talent in the industry. Work with PX to create best-in-class recruiting protocols, and onboarding training modules to reduce time to be effective in role, across all levels/roles of the Sales organization. playbook/training to define coaching standards and excellence in collaboration with Learning and Development
- KPI’s & Incentive Compensation - Take the lead when appropriate and collaborate with the US CFC Lead to help define business impact driving sales and account management KPI’s that can be adopted and standardized among the sales and account teams. Identify customer engagement benchmarks in the industry by TA, specialty, and geography and define how to set high productivity and high impact FF, SMEs and KAM KPIs that are exceeding industry standards. In the International markets, create standardized, simplified sales and account management dashboards and scorecards that the entire organization will embrace, capturing sales force critical activity, business impact and ROI, and Customer Satisfaction through working with Commercial Analytics.
- Collaborate with the US CFC lead to work with HR and global compensation teams, to review compensation plans across BUs and geographies, to ensure Pfizer is offering compelling incentives that drive business results. Thinking out of the box and working with compliance and other business partners, this team may create other incentives that motivate the right selling excellence behaviors
- Customer Experience Excellence - Collaborate with the Customer Experience team in the CMO and in the Digital organization to drive insights and meaningful actions in the international region in service of driving an increased Net Promoter Score (NPS) and define clear action plans to be implemented by sales, marketing, and other relevant functions.
- Sales Operations & Customer Facing Tools - Partner with Operations and Technology teams to clearly define objectives to optimize end-to-end sales operations and the systems, platforms supporting CFCs. This includes capabilities around segmentation, pre-call planning, customer F2F and virtual engagement, analytics and more to ensure positive user experience by FF and high impact at the customer level
- Building a Team - This leader will need to rapidly build-out a team who brings expertise in each area outlined in this scope, including region-specific areas. There will likely be a few internal Pfizer Sales experts who can slide into a few of these roles, but we expect there will need to be some external hiring, too. Ultimately, a high-functioning global Sales COE must bring both expert capability and the right capacity to cover multiple business units and geographic markets

QUALIFICATIONS

Indicate qualifications that are job related, consistent with business necessity and necessary for the performance of an essential function of this role including: education/licenses/certifications, relevant experience (where legally permissible), technical and/or other job-related skills.

BASIC QUALIFICATIONS
- 20+ years