In-Market Service Ambassador Manager

3 weeks ago

Surrey, United Kingdom Workday Full time

In-Market Service Ambassador Manager

ROLE SUMMARY

The Meetings, External Engagements, & Travel (MEET) In-Market Service Ambassador Manager will be responsible for serving as the point of contact for event preparation and walk through's, post-event feedback and analysis, and on-site event day support in the UK. This role will also provide live support as needed and assist with promoting Meeting Planning Agency (MPA) accountability. Finally, this role will serve as the first point of contact for the UK for any escalations or non-standard requests for support.

This manager will demonstrate accountability and integrity in the face of challenge and respond to change with agility, optimism, and innovation. They will collaborate cross-functionally across the organization to help identify opportunities for continuous improvement that will allow the MEET organization to better serve its customers. 

This role will be based in the UK, work with the regional operations team, payments team, and other COEs as appropriate, and report directly to the Regional Service Ambassador Manager.

ROLE RESPONSIBILITIES

  • Serve as first-line for business representatives who come to the MEET organization with issues, questions, or non-standard requests for support regarding card support, travel, PT&E, payment issues, and other event needs.

  • Work to resolve issues as possible or escalate to the MEET analyst as needed.

  • Represent MEET as the face to the business for in-market customers.

  • Support MEET regional team for key event activities including event preparation and walkthrough, post-event feedback and analysis, on-site support, and customer care.

  • Work with the Regional Service Ambassador Manager to identify opportunities to improve the customer experience for healthcare providers and Pfizer customers.

  • Provide on-site meetings and event support.

  • Standardise the customer experience to ensure alignment with global model.

  • Oversee MPA completion of PO and project plan (in coordination with MEET regional team as needed)

  • Provide on-site meetings and event support.

  • Perform demand management forecasts to help MPAs better plan their staffing needs.

  • Track issues and resolutions, providing reports to regional customer service leads.

  • Provide key event services including Business Unit coordination, MPA oversight, event walk through's, post-event feedback, venue selections, budget management, 3rd party coordination, customer care, and day-of support.

  • Meeting Planning Agency.

BASIC QUALIFICATIONS

  • Strong customer service skills and mindset

  • Ability to manage multiple client stakeholders.

  • Good organizational skills to coordinate and manage multiple priorities.

  • Strong technical skills in managing transactions within a global system.

  • Strong written and verbal communication skills enabling effective communication with all levels of management.

  • Understanding of compliance/financial controls

  • Ability to present to senior leaders.

  • Ability to work under pressure and ability to lead.

  • High level of self-motivation, energy, and flexibility

  • Understanding of My Anti-Corruption Processes and Policies Policy (MAPP) terms and healthcare compliance policies

  • Strong interpersonal and organizational skills

  • Proficiency in PC skills (MS Excel, Word, PowerPoint) required.

  • SAP / Ariba experience preferred.

  • Ability to manage reporting needs for business, BU, Compliance, Audit, etc.

  • Highly focused on customer service

  • Understanding of the technology landscape that supports MEET.

  • Strong analytical thinking and problem-solving skills 

PREFERRED QUALIFICATIONS

  • Work related experience as well as an MBA or MS and experience in accounting, compliance, or relevant function, preferably in a shared service with strong compliance controls.

  • Minimum of bachelor’s degree in business, Finance, or a related discipline

  • Fluency in English is a must; additional languages preferred.

  • Strong customer service experience and stakeholder management experience

  • Strong compliance experience and financial or audit controls background

  • Demonstrated diverse leadership experiences including: the ability to influence and collaborate with peers,

  • Comfort with ambiguity, anticipates changes, and influences direction of innovative operational strategies.

  • Previous experience with pharmaceutical companies is preferred.

  • Comprehensive knowledge of meetings and events logistics and processing

  • Deep expertise and understanding of a large compliance related, customer facing operations team.

  • Ability to engage with senior executives to influence decisions.

  • Recognized as a leader who delivers strong financial and customer experience results.

  • Project management & communications skills

  • Experience with Foreign Corrupt Practices Act transactions preferred.

PHYSICAL/MENTAL REQUIREMENTS

Position is located in Walton Oaks, United Kingdom. Travel would be for work related needs only. Weekend work could be necessary based on volumes.

 
Work Location Assignment: On Premise

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

Global Procurement

#LI-PFE

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