Director, International CRM Intelligence & Insights Strategy

Pfizer • Tampa, FL

3d • $176,600 - $294,300 • Hybrid

About The Position

Pfizer's Customer Relationship Management (CRM) and Audience Center of Excellence aims to set a new standard for engaging healthcare professionals (HCPs), patients, and consumers. As part of the Chief Marketing Office (CMO), the team collaborates across functions to deliver timely, differentiated, and relevant engagement, increasingly leveraging data, AI, and intelligent decisioning to deepen relationships and improve health outcomes in International Markets. The Director, International CRM Intelligence & Insights Strategy serves as the dedicated decision-intelligence engine for the International CRM team. This role transforms data into actionable decisions by generating customer, campaign, and market insights that guide International strategists and shape CRM strategy for priority brands and markets. In an AI-driven era for CRM, this role goes beyond performance reporting to build the measurement, segmentation, and decision-intelligence foundations necessary for AI-enabled engagement to be possible, trustworthy, and effective. Reporting to the International CRM Strategy Lead, the Director collaborates closely with International CRM Strategists, Data & Audience Strategy, Applied Intelligence & Insight, and the KPI Council to deliver predictive and diagnostic insights across HCP, patient, and consumer segments. The role champions data quality, product segmentation, and audience attributes essential for personalization at scale, recognizing the critical role of data in AI effectiveness. Additionally, the Director applies and helps embed AI tools, agents, and reusable analytical assets to enhance the speed, rigor, and self-service value of insights for the entire team.

Requirements

• Bachelor's degree with 10+ years of relevant experience.
• Demonstrated, hands-on proficiency with a customer analytics platform (e.g., Adobe Analytics or Google Analytics), and strong SQL experience — independently writing, joining and optimizing complex queries across relational databases to extract, transform and analyze customer and campaign data
• Demonstrated AI fluency, including significant hands-on experience with generative AI and agentic AI tools.
• Working understanding of machine-learning approaches that can be applied to CRM audiences (segmentation, propensity / next-best-action, churn, uplift) and 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.
• Intermediate or advanced experience with data and analytics.
• Understanding of the data foundations (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.
• Role model for the Pfizer Values (Courage, Excellence, Equity and Joy); strong analytical, problem-solving, writing, presentation and influencing skills; thrives under pressure; strong project, time-management and organizational skills.
• Fluent in English (written and spoken).

Nice To Haves

• Masters degree
• Hands-on experience with CDP and audience platforms (e.g., Salesforce Data Cloud, Salesforce Marketing Cloud) and predictive / decisioning tooling.
• 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.
• Advanced degree in Marketing, Business or a quantitative field.
• Multilingualism considered an asset.
• Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.

Responsibilities

• 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.
• Be an expert and influence key partners on the analytics that measure CRM effectiveness (segmentation, propensity, lifetime value, churn, channel preference, engagement and conversion), using both established techniques and AI/ML-enabled methods to anticipate customer needs rather than only describe past performance.
• Define the CRM requirement for data quality, product segmentation and audience attributes, and steward their fitness for personalization at scale and AI-enabled engagement. Diagnose and escalate the data gaps that block CRM activation, partnering with Data & Audience Strategy and data engineering, who build and operate the pipeline and audience platform.
• 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 the International strategists, embedding AI as a standard team capability, not a side experiment.
• Partner with the KPI Council and Business Insights & Reporting to maintain consistent and best practice CRM KPIs and to define new measures of trust and performance for AI-generated content and agentic journeys, quality, brand-safety, human-review and escalation metrics. Continuously redefine what “good” looks like as engagement becomes AI-mediated.
• Define and evolve CRM-specific dashboards and self-serve insight for the International CRM team across priority brands and markets built on the standardized metrics maintained by Business Insights & Reporting and the KPI Council, not a parallel set of numbers, interfacing with market and brand leaders to reflect local dynamics.
• Lead ad hoc international and regional CRM research and opportunity valuation (market sizing, segmentation, lifetime value, cross-sell and new-market opportunities) to inform new CRM strategies and investment decisions.
• Define and socialize CRM data collection and management best practices (consent, ePermissions, list management, database quality and hygiene) and stay current on regional privacy and responsible-AI guidance, an increasingly critical safeguard as AI touches customer data.

Benefits

• 401(k) plan with Pfizer Matching Contributions and an additional Pfizer Retirement Savings Contribution
• paid vacation, holiday and personal days
• paid caregiver/parental and medical leave
• health benefits to include medical, prescription drug, dental and vision coverage
• Relocation assistance may be available based on business needs and/or eligibility.

What This Job Offers

• Job Type: Full-time
• Career Level: Director