CFC Excellence Manager

Location: Malaysia - 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.
• Marketing and Market Research
• Additional Locations: Indonesia - Jakarta, Singapore - Mapletree Business City, Philippines - Manila