Role Summary

Pfizer's Customer Relationship Management (CRM) and Audience Center of Excellence sets a new standard for how we engage healthcare professionals (HCPs), patients and consumers. Part of the Chief Marketing Office (CMO), the team partners across functions to deliver timely, differentiated and relevant engagement powered by data, AI and intelligent decisioning that deepens relationships and improves health outcomes across International Markets.

The Director, International CRM Intelligence & Insights Strategy is the dedicated decision-intelligence engine of the International CRM team. The role turns data into decisions, generating the customer, campaign and market insight that guides International strategists and shapes CRM strategy across priority brands and markets. As CRM moves into an AI-driven era, this role builds the measurement, segmentation and decision-intelligence foundations that make AI-enabled engagement possible, trustworthy and effective.

Reporting to the International CRM Strategy Lead, the Director partners closely with International CRM Strategists, Data & Audience Strategy, Applied Intelligence & Insight and the KPI Council to deliver predictive and diagnostic insight across HCP, patient and consumer segments.

Role Responsibilities

Decision-Intelligence Lead

• •Serve as the International CRM intelligence lead, translating customer, campaign and market data into clear, action-oriented recommendations that shape CRM strategy and next-best-action for priority brands and markets.
• •Ensure market-level insight is surfaced into global strategy.

Predictive and Diagnostic Analytics

• •Be an expert and influence key partners on analytics that measure CRM effectiveness including segmentation, propensity, lifetime value, churn, channel preference, engagement and conversion.
• •Use both established techniques and AI/ML-enabled methods to anticipate customer needs rather than only describe past performance.

Data and Segmentation Foundation

• •Define the CRM requirement for data quality, product segmentation and audience attributes.
• •Steward their fitness for personalization at scale and AI-enabled engagement.
• •Diagnose and escalate data gaps that block CRM activation, partnering with Data & Audience Strategy and data engineering.

AI-Enabled Insight Generation

• •Apply generative and agentic AI to accelerate insights generation, reporting and synthesis.
• •Design and maintain reusable prompts, analytical agents and skills that make insight faster and more self-serve for International strategists.
• •Embed AI as a standard team capability.

Measurement and Trust in the AI Era

• •Partner with the KPI Council and Business Insights & Reporting to maintain consistent CRM KPIs.
• •Define new measures of trust and performance for AI-generated content and agentic journeys including quality, brand-safety, human-review and escalation metrics.
• •Continuously redefine what good looks like as engagement becomes AI-mediated.

Reporting, Dashboards and Self-Service

• •Define and evolve CRM-specific dashboards and self-serve insight for the International CRM team across priority brands and markets.
• •Build on standardized metrics maintained by Business Insights & Reporting and the KPI Council.
• •Interface with market and brand leaders to reflect local dynamics.

Market Research and Opportunity Sizing

• •Lead ad hoc international and regional CRM research and opportunity valuation including market sizing, segmentation, lifetime value, cross-sell and new-market opportunities.
• •Inform new CRM strategies and investment decisions.

Data Governance and Privacy

• •Define and socialize CRM data collection and management best practices covering consent, ePermissions, list management, database quality and hygiene.
• •Stay current on regional privacy and responsible-AI guidance.

Scope and Boundaries

• •Owns: CRM decision intelligence and insight; diagnosis, recommendations, CRM-specific reporting, dashboards and self-serve insight for the International CRM team, ad hoc analysis, opportunity sizing, and CRM measurement definitions including for AI-generated content and agentic journeys.
• •Defines and champions but does not build: data quality, product segmentation and audience attributes. The enterprise data pipeline, CDP ingestion and audience platform are built and operated by Data & Audience Strategy and data engineering.
• •Aligns to and consumes from but does not duplicate: standardized metric calculation and enterprise reporting from Business Insights & Reporting and the KPI Council; advanced audience modelling from Applied Intelligence & Insight; and experience and web-analytics platform ownership from Digital.
• •Partners with but is distinct from the CRM strategists, who own the CRM business intent, brand and market strategy, and which segments, journeys and use cases to pursue.

Key Collaborators

• •CRM Strategists and Data & Audience Strategy: consistent strategy, segmentation, reporting and analytics for International Markets.
• •Applied Intelligence & Insight: modelling and audience strategy for reporting, performance analytics and precision marketing.
• •Digital: alignment of CRM approach with broader data strategy and customer experience.
• •Regional market commercial and GLocal teams: grounding insight in local market knowledge.

Basic Qualifications

• •Bachelor's degree with 10+ years of relevant experience.
• •Demonstrated hands-on proficiency with a customer analytics platform such as Adobe Analytics or Google Analytics.
• •Strong SQL experience including independently writing, joining and optimizing complex queries across relational databases.
• •Demonstrated AI fluency including significant hands-on application.
• •Working understanding of machine-learning approaches applicable to CRM audiences including segmentation, propensity, next-best-action, churn and uplift.
• •Comfort partnering with data science and AI teams.
• •Track record of turning data into decisions and defining commercial and marketing recommendations that drive measurable results.
• •Experience defining and implementing regional analytics and reporting strategies and scaling international capabilities to local markets.
• •Understanding of data foundations including CDP, audience attributes, data quality and governance that enable personalization at scale.
• •Experience partnering with Legal and Compliance on data, privacy and consent across markets.
• •Exceptional interpersonal skills and mastery of working in a matrixed environment; strong executive presence and ability to influence senior leaders.
• •Fluent in English (written and spoken).

Preferred Qualifications

• •Master's degree, preferably in Marketing, Business or a quantitative field.
• •Hands-on experience with CDP and audience platforms such as Salesforce Data Cloud and Salesforce Marketing Cloud.
• •Advanced SQL across multiple complex databases with the support of data schemas.
• •Experience defining measurement or governance frameworks for AI-generated content or agentic customer journeys.
• •High level of comfort working within emerging, evolving and ambiguous environments.
• •Broad knowledge of the pharmaceutical and healthcare environment and of international direct-response marketing.
• •Multilingualism considered an asset.
• •Demonstrated ability to influence and collaborate with peers, develop and coach others, and oversee the work of colleagues to achieve meaningful outcomes.

Work Schedule and Location

• •Occasional travel of 20% or less.
• •Time zone flexibility required; some meetings may fall outside standard local hours to accommodate global teams.
• •North American time zone preferred; EU time zone possible.
• •Virtual or remote working arrangement possible.
• •Hybrid role requiring 2-3 days onsite per week at a US, EU or Kirkland, Canada Commercial Pfizer site.
• •Candidates must be authorized to work in the US by any employer; US work visa sponsorship is not available for this role.

Compensation

• •Annual base salary range: $176,600 to $294,300 (US, excluding Tampa, FL).
• •Annual base salary range in Tampa, FL: $158,800 to $264,600.
• •Bonus target of 20% of base salary under Pfizer's Global Performance Plan.
• •Eligibility for share-based long-term incentive program.
• •Comprehensive benefits including 401(k) with Pfizer matching contributions, paid vacation, holiday and personal days, paid caregiver and parental leave, and medical, prescription drug, dental and vision coverage.