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Pfizer Upjohn Global COBA CoE Lead (Customer Engagement Strategy and Solution) in Shanghai, China

POSITION TITLE: Upjohn Global COBA CoE Lead (Customer Engagement Strategy and Solution)

REPORTS TO: Lily Zhu (Upjohn Global COBA Lead)

DIVISION/BUSINESS LINE: Strategy, Business Development & Commercial Capabilities

DEPARTMENT NAME: Commercial Operation and Business Analytics

LOCATION(S): Shanghai


  • Provide strategy, oversight, and evaluation of Sales Force Automation (CRM, Territory, quota, IC)

  • Offer Meeting/Event platform solution & Digital Marketing Channel Solution for regional and local markets

  • Coordinate Sample Management & Promotion Material Management

  • Help set GCO goals and identify effective and efficient ways to engage with external customers - HCPs and patients by providing Patient Management Solution

  • Drive the implementation of Commercial Effectiveness in view of multi-channel engagement with diverse customers (HCPs)

  • Facilitate the HCP / patient data stewardship for commercial organization

  • Partner with Business Analytics team to provide HCP/patient activity data and business insights for continues improvement of commercial operation effectiveness and productivity

  • Implement the necessary technology in order to track and measure the value of our externally facing HCP technologies

  • Work with local GCO teams and vendors ensuring that detailed marketing campaign/channel deployment plans delivered in alignment with customer experience strategy and business needs


  • Ensure effective and compliant operationalization of CRM platform, Digital channels and campaigns across a matrix organization, responding flexibly to changing external digital trends and customer needs

  • Continuously improve and optimize Sales Force Automation and ensure efficiency and compliance through standardization, global guidance, and support for local needs

  • Responsible, work in collaboration with BAI, for the development, execution, and strategy for HCP engagement activity reporting

  • Work closely with business partners to help prioritize Commercial Effectiveness initiatives and needs; align action plan with agreed priorities and expectations based on business demand

  • Understand regional / local business needs and priorities and ability to execute to plan and within budget

  • Provide guidance and updates of global HCP Engagement service processes/policies to country Commercial Effectiveness Lead to ensure adherence to the compliance of company policy/SOP in a timely manner

  • Evaluate innovative approaches from within and outside of Upjohn to improve/enhance customer engagement approaches in the Commercial Effectiveness context

  • Successful implementation of assigned Key Projects / Solution that meet business objectives

  • Partner with Digital & Business Technology and vendors to operationalize digital channels and campaigns delivery processes & platforms

  • Build sustainable collaborative working relationships across GCO, Enabling Functions and frontline commercial organizations in Upjohn; build and foster effective external relationships and influence strategic direction

  • Understand long range client strategy and ensure GCO service delivery model is flexible and scalable to meet future business needs

  • Develop and tracks the metrics necessary to prove the value of our technology implementations and supports the program business case development and end state measurement of ongoing usage and success

  • Responsible to anticipate, oversee and influence an environment of continuous improvement and innovation in while continuously delivering highly complex solutions. Also, accountable to influence areas outside their own expertise, as an individual and as a member of a leadership team.

  • Demonstrate to internal customers the value of services provided by COE Customer Engagement Strategy & Solution team and drive positive customer satisfaction through results


  • BA Required; MBA or equivalent Master's level education preferred

  • 15 years of Pharmaceutical Sales, Marketing, Operations experience

  • Knowledge of bio pharma sector trends, healthcare dynamics and economics, customer landscape, and competitor trends and actions

  • Experience leading through matrix working teams

  • Ability to synthesize a significant amount of diverse information to build a compelling, data driven investment case

  • Ability and experience in technology solutions delivery in a pharmaceutical or regulated environment with demonstrated capabilities managing large scale, enterprise software requirements definition, designs and implementations in global 24-by-7 environments

  • Multi-Channel marketing experience including digital and non-digital channels and a good understanding of channel-enabling & CRM technologies

  • Ability to measure and assess business outcomes of programs delivered

  • Willingness and passion to work with different markets and different cultures

  • Experience in building new working group aligned around complex new business needs

  • Demonstrated experience in change leadership and change management

  • Operational and strategic thinking, strong communication, influencing ability

  • Proven track record of developing internal collaborative and productive relationships with key stakeholders and third partnerships


Provide the primary groups or key role(s) that this role will have interaction with as a regular part of the role responsibilities. Include any external interactions as appropriate.

  • Upjohn COBA team

  • Upjohn leadership team

  • Finance, HR, Medical, Business Technology, Procurement, Compliance, and Legal

Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.