（高级) 客户互动经理 （Sr.) Customer Engagement Manager
- China - Beijing - Beijing
- China - Shanghai - Shanghai
JOB SUMMARY
The Customer Engagement Manager will be responsible for developing and implementing comprehensive patient support and engagement programs. This role focuses on enhancing therapy adherence and the overall patient journey experience through end-to-end patient support solutions, digital channels, referral networks, and insurance partnerships.
KEY RESPONSIBILITIES
- Therapy Adherence & Patient Support
- Establish patient satisfaction and continuous service improvement initiatives
- Coordinate with internal and external teams to ensure seamless service delivery
- Maintain high-quality, compliant patient support standards
- Insurance Partnership Development
- Develop innovative insurance collaboration models.
- Patient assistance programs and insurance support solutions.
- Coordinate with market access team on insurance strategies.
- Digital Engagement Strategy
- Develop and execute social media strategy across major platforms.
- Manage digital KOL and patient influencer collaboration programs.
- Create and optimize digital content for patient education and engagement.
- Program Optimization
- Track and analyze engagement metrics across all channels.
- Continuously optimize engagement strategies based on performance data.
- Ensure compliance with regulatory requirements and company policies.
EDUCATION AND SKILLS
- Bachelor’s degree in marketing, Digital Media, Public Health, or related field.
- 5 years of experience in the pharmaceutical industry in roles related to patient marketing, patient engagement, or similar functions, with at least 3 years of experience in consumer marketing, internet platforms, and social media platforms.
- Proven experience in social media campaigns, referral systems, or insurance collaborations.
- Experience in chronic disease areas (e.g., obesity, diabetes, metabolic disorders) is ideal.
- Knowledge of digital analytics and patient-centric solution design.
职位概要
客户互动经理负责设计和实施全面的患者支持与互动项目，以提升治疗依从性并优化患者治疗旅程体验。该职位专注于通过端到端的患者支持解决方案、数字化渠道、转诊网络和保险合作，创建有影响力的患者连接。
主要职责
- 治疗依从性与患者支持
- 建立患者满意度及持续服务改进计划
- 协调内外部团队，确保服务的无缝交付
- 保持持高质量、合规的患者支持标准
- 保险合作项目
- 设计创新的保险合作模式
- 患者援助项目和保险支持解决方案
- 与市场准入团队协调保险策略
- 数字化互动策略
- 在主要社交媒体平台制定并执行策略
- 管理数字化KOL和患者意见领袖合作项目
- 为患者教育和互动创建并优化数字化内容
- 项目优化
- 跟踪和分析各渠道的互动指标
- 基于绩效数据持续优化互动策略
- 确保符合法规要求和公司政策
教育与技能
- 市场营销、数字媒体、公共卫生等相关专业学士学位。
- 5年以上在制药行业从事患者营销、客户互动或相关职位的工作经验，有3年以上消费品营销/互联网平台/社交媒体平台经验。
- 有社交媒体活动、转诊体系或保险合作经验者优先。
- 有慢性病领域（如肥胖、糖尿病、代谢疾病）经验者优先。
- 熟悉数字化分析及以患者为中心的解决方案设计。
Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.
Marketing and Market ResearchBreakthroughs that change patients’ lives
Research confirms what intuition tells us: that purpose-driven companies perform better, are more innovative, attract and retain the best people, and know how to unleash the power of those people. Pfizer’s purpose—Breakthroughs that change patients' lives—fuels everything we do and reflects our passion for building on our legacy as one of the greatest contributors of good to the world.
Each word in our purpose has meaning and reflects the value we strive to bring to patients and society:
“Breakthroughs” - These are the innovations, scientific and commercial, that we seek to deliver every day. All colleagues, regardless of role, level or location, strive for breakthroughs every day.
“Change” - We want to do more than simply improve patients’ medical conditions; we want to dramatically change their lives for the better.
“Patients’ lives” - We consider not only patients, but everyone they touch—including their families, caregivers, and friends—and everything they love to do. It’s an intentionally holistic view.
Our purpose ensures that patients remain at the center of all we do. We live our purpose by sourcing the best science in the world; partnering with others in the healthcare system to improve access to our medicines; using digital technologies to enhance our drug discovery and development, as well as patient outcomes; and leading the conversation to advocate for pro-innovation/pro-patient policies.
Every decision we make and every action we take is done with the patient in mind—and to nurture an environment where breakthroughs can thrive.
Our Values
To fully realize Pfizer’s purpose, we have established a clear set of expectations regarding “what” we need to achieve for patients and “how” we will go about achieving those goals.
The “how” is represented by four simple, powerful values—courage, excellence, equity, and joy—that define our company and our culture.
Courage: Breakthroughs start by challenging convention, especially in the face of uncertainty or adversity. This happens when we think big, speak up, and are decisive.
Excellence: We can only change patients’ lives when we perform at our best together. This happens when we focus on what matters, agree who does what, and measure our outcomes.
Equity: We believe that every person deserves to be seen, heard, and cared for. This happens when we are inclusive, act with integrity, and reduce healthcare disparities.
Joy: We give ourselves to our work, but it also gives to us. We find joy when we take pride, recognize one another, and have fun.
Benefits at Pfizer
Pfizer offers competitive compensation and benefits programs designed to meet the diverse needs of our colleagues. Our Pay for Performance Philosophy and Practices reward colleagues based on the contributions they make to our business.
Our Competitive Benefits Programs help our colleagues by:
- Promoting Health and Wellness to help colleagues maintain and improve their physical and mental wellbeing. Pfizer offerings include health and disability insurance, preventative health programs, medical screenings, free or reduced-cost vaccinations, discounts on Pfizer products, mental health support, nutrition and fitness counseling and more.
- Strengthening Colleagues’ Financial Security by providing company contributions to retirement plans, life insurance and financial planning education to help colleagues achieve their financial goals.
- Providing Benefits and Time off for the Moments that Matter to ensure Pfizer colleagues have the time away from the office to recharge, recover and return to work as the best version of themselves. Vacation, Holiday time and Sick time are just the beginning, with a 12 week parental leave policy for both parents of a new born, 10 day of caregiver leave for those times when your family needs you whether it’s a child, spouse or parent, bereavement leave, and additional country-specific programs.
- And so much more, depending on your country and site, Pfizer offers childcare facilities or discount programs, on-site health and/or fitness centers, movement and mindfulness solutions, “Log in for your Day” work flexibility and so much more.
For U.S. based jobs, view an overview of Pfizer’s U.S. benefits program (opens in a new window)