ROLE SUMMARY The HQ (Head Quarter) Instant Messaging Enablement Manager role enables Pfizer to compliantly engage with HCPs & patients through Head Quarter Instant Messaging tactics. HQ Instant Messaging services are expected to change overtime but currently include One-Way Communication via push notifications Limited Two-Way Communication via Chatbots HQ Two-Way Communication via a “Live Agent” This role is responsible for the end-to-end lifecycle management of Instant Messaging services and solutions, ensuring alignment with business objectives and customer needs. This role oversees the planning, establishment, and continuous improvement of services, adhering to service design principles. This role sits in the Omnichannel Services & Solutions team who are the business’s trusted partner for Search & Social Channel Enablement. We support the systems & processes required to: Compliantly and impactfully publish, promote, monitor and measure content through social media platforms like Facebook, HQ WhatsApp & YouTube Understand the online discussions happening around our products and therapy areas through Social Listening Understand how what product & therapy area information and content people are looking for through search engines like Google Ensure that appropriate audiences are able to find our website content through search engines like Google The HQ Instant Messaging Enablement Manager plays a critical part in Pfizer's relentless pursuit of breakthroughs by enabling the delivery of high-quality, customer-centric services that change patients' lives. ROLE RESPONSIBILITIES Collaborate with stakeholders to identify service requirements and develop service design strategies. A key partner for this role is the CRM Mobile Product Lead who is part of the Chief Marketing Office. Plan and establish new Instant Messaging services, ensuring alignment with business goals and customer needs. Manage the complete service lifecycle, from design and implementation to operations and optimization. Develop and implement service level agreements (SLAs), key performance indicators (KPIs), and service metrics. Work with our vendor partners and development teams to measure and improve their performance Conduct regular service reviews and assessments, identifying areas for improvement and optimization. Initiate continuous service improvement initiatives, leveraging best practices and industry standards. Collaborate with Delivery Leads and Technical Services Leads to ensure seamless service delivery and technical support. Manage service portfolios, prioritize service requests, and allocate resources effectively. Ensure compliance with relevant regulations, security protocols, and industry best practices. Develop and maintain service documentation, including service catalogues, processes, and procedures. BASIC QUALIFICATIONS Proven experience in service management, project management, and digital marketing technologies. Experience with process improvement, change management, and stakeholder management. Strong understanding of security, compliance, and industry best practices. Ability to demonstrate experience of working with global cross functional teams to successfully deliver projects. PREFERRED QUALIFICATIONS Bachelor’s degree in business administration, Information Systems, Marketing or related field preferred. Experience with Instant Messaging platforms such as WhatsApp Business. Experience with Social Management Platforms such as Sprinklr. PHYSICAL/MENTAL REQUIREMENTS Excellent analytical and problem-solving skills. Strong understanding of service design principles, methodologies, and frameworks. Ability to effectively prioritize and allocate resources. Excellent decision making, communication, and collaboration skills. Proficient in developing and implementing service level agreements, KPIs, and performance metrics. Understanding of chatbot design. Work Location Assignment: Hybrid Purpose Breakthroughs that change patients' lives At Pfizer we are a patient centric company, guided by our four values: courage, joy, equity and excellence. Our breakthrough culture lends itself to our dedication to transforming millions of lives. Digital Transformation Strategy One bold way we are achieving our purpose is through our company wide digital transformation strategy. We are leading the way in adopting new data, modelling and automated solutions to further digitize and accelerate drug discovery and development with the aim of enhancing health outcomes and the patient experience. Flexibility We aim to create a trusting, flexible workplace culture which encourages employees to achieve work life harmony, attracts talent and enables everyone to be their best working self. Let’s start the conversation! Equal Employment Opportunity We believe that a diverse and inclusive workforce is crucial to building a successful business. As an employer, Pfizer is committed to celebrating this, in all its forms – allowing for us to be as diverse as the patients and communities we serve. Together, we continue to build a culture that encourages, supports and empowers our employees. DisAbility Confident We are proud to be a Disability Confident Employer and we encourage you to put your best self forward with the knowledge and trust that we will make any reasonable adjustments necessary to support your application and future career. Our mission is unleashing the power of our people, especially those with unique superpowers. Your journey with Pfizer starts here! 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