CFC Excellence Manager
Pfizer · Kuala Lumpur
Purpose
The CFC Excellence Manager (Customer Facing Colleague) is MISP's cluster (MISP: Malaysia, Singapore, Indonesia, Philippines) standardisation and continuous-improvement engine for customer-facing operations. The role supports all four markets, identifies common needs and legitimate differences, synchronises cluster activity and turns recurring issues into improvement opportunities with GOSC and above-market partners, without replacing local CE&I or CFC leads.
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, on behalf of the CE&I Lead.
- 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; lead in-cluster implementation of new CFC systems, processes and policy changes.
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, as agreed with the CE&I Lead and PX. When assigned, the role holder also carries the full local accountability described in the CE&I Manager profile, kept distinct from the MISP accountabilities above.
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.
- Use approved AI tools responsibly to improve productivity, quality and decision-making.
Work Location Assignment: On Premise
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers.
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