Director, International CRM Intelligence & Insights Strategy

About the role

The Director, International CRM Intelligence & Insights Strategy is the dedicated decision-intelligence engine of the International CRM team. This role turns data into decisions, generating customer, campaign, and market insight that guides International strategists and shapes CRM strategy across priority brands and markets. As CRM moves into an AI-driven era, this role builds the measurement, segmentation, and decision-intelligence foundations that make AI-enabled engagement possible, trustworthy, and effective.

Reporting to the International CRM Strategy Lead, the Director partners closely with International CRM Strategists, Data & Audience Strategy, Applied Intelligence & Insight, and the KPI Council to deliver predictive and diagnostic insight across HCP, patient, and consumer segments. The role champions data quality, product segmentation, and audience attributes that underpin personalization at scale, ensuring AI is only as good as the data it draws on. The Director also applies and embeds AI tools, agents, and reusable analytical assets to raise the speed, rigor, and self-service value of insight for the entire team.

Responsibilities

• Decision-intelligence lead: 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.
• Predictive & diagnostic analytics: Be an expert and influence key partners on 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.
• Data & segmentation foundation: Define CRM requirements for data quality, product segmentation, and audience attributes, and steward their fitness for personalization at scale and AI-enabled engagement. Diagnose and escalate data gaps that block CRM activation, partnering with Data & Audience Strategy and data engineering.
• AI-enabled insight generation: 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 International strategists, embedding AI as a standard team capability.
• Measurement & trust in the AI era: Partner with the KPI Council and Business Insights & Reporting to maintain consistent CRM KPIs and define new measures of trust and performance for AI-generated content and agentic journeys, including quality, brand-safety, human-review, and escalation metrics. Continuously redefine what “good” looks like as engagement becomes AI-mediated.
• Reporting, dashboards & self-service: Define and evolve CRM-specific dashboards and self-serve insight for the International CRM team across priority brands and markets, built on standardized metrics maintained by Business Insights & Reporting and the KPI Council. Interface with market and brand leaders to reflect local dynamics.
• Market research & opportunity sizing: 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.
• Data governance & privacy: 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.

Scope & Boundaries

• Owns: CRM decision intelligence and insight; diagnosis, recommendations, CRM-specific reporting, dashboards, self-serve insight, ad hoc analysis, opportunity sizing, and CRM measurement definitions, including for AI-generated content and agentic journeys.
• Defines and champions, but does not build: Data quality, product segmentation, and audience attributes that CRM activation depends on, specifying requirements and stewarding quality. The enterprise data pipeline, CDP ingestion, and audience platform are built and operated by Data & Audience Strategy and data engineering.
• Aligns to and consumes from (but does not duplicate): Standardized metric calculation and enterprise reporting from Business Insights & Reporting and the KPI Council; advanced audience modeling and precision-marketing capability from Applied Intelligence & Insight; and experience and web-analytics platform ownership from Digital.
• Partners with, but is distinct from, CRM strategists: Strategists own CRM business intent, brand and market strategy, and which segments, journeys, and use cases to pursue. This role defines the data, segmentation, and measurement requirements that serve that intent and supplies the decision intelligence behind it.

Key Collaboration

The Director interacts and collaborates across regional teams and functions, including:

• CRM strategists and Data & Audience Strategy – to ensure consistent strategy, segmentation, reporting, and analytics for International Markets.
• Applied Intelligence & Insight – to define modeling and audience strategy for reporting, performance analytics, and precision marketing.
• Digital – to align the CRM approach with broader data strategy and customer experience.
• Regional market commercial and GLocal teams – to ground insight in local market knowledge.

Qualifications

• Basic Qualifications:
  • 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.
  • Demonstrated AI fluency, including hands-on experience with machine-learning approaches applicable 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, including understanding of 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 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).
• Preferred Qualifications:
  • Master’s 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 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 international direct-response marketing.
  • Advanced degree in Marketing, Business, or a quantitative field.
  • Multilingualism considered an asset.
  • Demonstrated breadth of diverse leadership experiences and capabilities, including the ability to influence and collaborate with peers, develop and coach others, and guide colleagues to achieve meaningful outcomes and business impact.

Schedule

• Occasional travel (≤20%).
• Time zone flexibility is required: this is a global role with a reporting line into the North American East Coast time zone; some meetings may fall outside standard local hours (early morning or evening) to accommodate global teams and stakeholders. North American time zone preferred; EU time zone possible.
• Virtual/remote working arrangement possible.
• Hybrid work location assignment: 2-3 days onsite per week at a US, EU, or Kirkland, Canada Commercial Pfizer site.

Pay

The annual base salary for this position ranges from $176,600.00 to $294,300.00 (or $158,800.00 to $264,600.00 for Tampa, FL). This position is eligible for participation in Pfizer’s Global Performance Plan with a bonus target of 20.0% of the base salary and eligibility to participate in Pfizer’s share-based long-term incentive program.

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 including medical, prescription drug, dental, and vision coverage.
• Relocation assistance may be available based on business needs and/or eligibility.