CSS Regional Lead

Pfizer   •  

Montreal, QC

Industry: Pharmaceuticals & Biotech


11 - 15 years

Posted 177 days ago

This job is no longer available.


The Regional CSS Lead is the single point of contact for NA Management Forum for all Customer Engagement Programs (CEP), Customer Interaction Tracking Tools (CIT) and Social Listening Programs (SLP) in US & Canada. The Regional CSS Lead manages the end-to-end process from design, development, approval, execution and close-out of Customer Engagement and Social Listening programs and CIT Tools in country/cluster to ensure compliant application of CEP, SLP and CIT tool processes by the business; scope includes all marketers for CEPs and SLPs and all field force colleagues for CIT tools across all therapeutic areas. The Regional CSS lead acts as a champion and subject-matter expert in managing end-to-end CEP, SLP and CIT tool processes to ensure compliance and improve quality. The Regional CSS Lead acts as first point of escalation for all local stakeholders, representing CSS in approval meetings and other forums, to build a culture of quality and compliance. The Regional CSS Lead will oversee some aspects of inspection readiness and the implementation of Corrective and Preventive Actions (CAPAs). The Regional CSS Lead will also drive vendor excellence activities and act as a champion in implementation of global CSS initiatives.

*Customer Engagement Programs (CEPs) are programs sponsored by business units and divisions at the global, regional or country levels, in which there is the potential for two-way communication between Pfizer or a vendor acting on Pfizer’s behalf and customers (e.g. patients and healthcare providers) through which Adverse Events and /or other reportable safety information may become evident. Some examples of CEPs are:

  • Digital media (mobile apps, interactive internet sites, social media)
  • Interactive webcast
  • Patient Support Programs
  • Call centers
  • Disease awareness / screening
  • Pfizer-sponsored philanthropic programs
  • Market research
  • Email or texting programs
  • Direct mail with business response card

** Social listening programs are programs through which Pfizer collects, monitors, and analyzes content from a variety of social media platforms (e.g., Twitter, Facebook, Snapchat, LinkedIn, YouTube, Instagram) in order to learn about customer attitudes and experiences regarding a company, its products or other areas of interest (e.g., diseases, conditions, or indications).

***Customer Interaction Tracking (CIT) tools are broadly defined as any structured electronic collection of (healthcare) interaction records used by more than one commercial customer-facing colleague.


Partner with six Regional Presidents (PIH& PEH) & Regional Function Leads (Medical, Legal, Compliance, Safety) and others as applicable

  • As a Single Point of Contact (SPOC) for all CSS related matters, provide thought leadership, quality oversight and drive increased BU accountability
  • As a member of extended Regional CO LT, get alignment with CO Leads to remain embedded with business priorities

Supervision and Training of Local Leads

  • Manage the network of Local CSS Leads in NA region in a matrix organizational structure
  • Train Local CSS Leads to provide design support and training in CEP process to Program Owners and RC Committee members as applicable
  • Provide thought leadership to the Local Leads to develop and implement best practices from across Pfizer Inc and the industry to ensure level 0 and 1 quality across CEPs, SLPs and CITs
  • Serve as a conduit for CSS Global to local communications (e.g. translating communications to markets where needed)
  • Provide regular updates to local leads and Regional stakeholders on CSS KPIs and status of current initiatives
  • Ensure CSS colleague engagement and regular alignment of priorities and progress via periodic summits
  • Continue to contribute to any following or action planning for Pfizer Voice survey results as they relate to CSS.  (not sure how to phrase this but there are questions re: CSS on the Survey which require region action planning)

Expert for CSS Policies

  • Act as single point of contact and local subject-matter expert for regional management forum to drive overall culture of quality and compliance of CEPs, SLPs and CIT tools within NA region
  • Closely collaborate and act as first point of contact for guidance and escalation to drive compliance across all CSS policies, identify opportunities for improvement and share best practices
  • Partner with CSS Business Process Owners/Global CSS Center of Excellence to implement CSS policies and strategies in the region, as well as oversee changes in local regulations relevant to CSS
  • Foster strong partnership with Business Units, Commercial Operations, Safety, Medical Quality Oversight etc. to represent CSS as a thought leader in regional meetings and forums and demonstrate value proposition of CSS
  • Provide inputs on CEP, SLP and CIT volume forecasts to improve demand management in collaboration with global CSS Center of Excellence
  • Design and implement local operating plan in collaboration with the global CSS Center of Excellence and regional CO Lead

Regional CSS Process Ownership and Quality Monitoring

  • Maintain oversight of end-to-end process from design, development, approval, execution and close-out of all CEPs, SLPs and CIT tools in the region to ensure compliance with Pfizer policies
  • Act as a subject-matter expert providing in-depth knowledge and consultancy to CEP, SLP Owners and CIT Tool Owners to design programs and tools appropriately to ensure compliance
  • Provide guidance to local CSS Leads in facilitation of review committee approvals and any other additional meetings between Program/Tool Owners and local approvers that secures agreement on programs and tools for timely approval
  • Drive consistent quality standards and effectiveness measures across CEP, SLP and CIT tools in line with global quality plans and quality by design guidance
  • Support local CSS Leads in benefit, cost and risk assessment activities in country/cluster to support the business in making informed investment decisions on CEP, SLP and CITs
  • Ensure appropriate escalation of risks and issues to appropriate CSS governance bodies as well as provide timely status updates and reports to regional management forums and other stakeholders.

Audit and Inspections

  • Oversee all aspects of audit and inspection readiness and liaise with CSS Quality Implementation Global Center of Excellence to drive clear and consistent communication, documentation, training, inspection readiness plans, processes and controls
  • Proactively drive awareness and upskill Program Owners and Tool Owners to fulfill their role during audits and inspections
  • Monitor country/cluster audit and inspection outcomes, support development of any necessary remediation, share learnings and flag areas of concern,
  • Lead effective implementation and management of Corrective and Preventive Actions (CAPAs) as per Pfizer’s requirements
  • Monitor CAPA performance within region in collaboration with Local CSS Lead
  • Act as expert on CAPA remediation in collaboration with local Medical Quality Oversight
  • Oversee CEP, SLP and CIT reporting, with support from Local CSS Operations Support Manager, and actively follow up with Program and Tool Owners to resolve any compliance issues as well as resolve outstanding issues with correspondent functional areas (e.g. Regulatory, Legal, Compliance)
  • Responsible for escalating any compliance issues and appropriate reporting to NA Regional Quality Forum

Vendor Oversight

  • Drive vendor excellence and work in partnership with business, local CSS Leads and global CSS Center of Excellence to assess, evaluate and maintain accurate vendor performance data and preferred vendor lists
  • Ensure that vendors not complying with CEP processes and requirements are identified and define applicable CAPAs
  • Support local CSS leads in overseeing CEP vendor management and procurement systems


  • Lead training and upskilling of key stakeholders including Local CSS Leads, CEP and SLP Program Owners, CIT Tool Owners, vendors, approvers, marketers and field force colleagues to increase understanding and awareness of CEP, CIT, SL Policies and CSS processes and  enhance compliance, quality and pharmacovigilance capabilities, in line with Global COE guidance.
  • Monitoring local training completion of mandatory CEP, SLP and CIT training courses among training audience, in collaboration with the local CSS Leads, business and enabling partners.
  • Provide feedback to global CSS BPOs / Training COE Lead on training assets, process and communication effectiveness

Best Practice and Continuous Improvement

  • Act as regional champion to drive implementation of global and regional CSS projects and initiatives.
  • Engage actively with the broader global CSS community and Center of Excellence to exchange best practices and lessons learned and promote collaboration across countries.


  • Master level degree in a technical discipline or business administration
  • Min. 10+ years of professional experience; which includes 3+ years in CEP/CIT or transferrable experience
  • Demonstrated work experience in Commercial operations, Safety and/or Compliance
  • Detail-oriented with strong organizational skills and a proven ability to prioritize and work independently to complete quality work on a timely basis
  • Ability to work effectively and collaboratively with global partners e.g. CEP / CIT Centers of Excellence
  • Experience in commercial operations and/or sales & marketing is considered as a plus

Skills and Knowledge

  • Understand the fundamentals of drug safety and risk management (e.g. Adverse Event reporting), CEP processes, policies and procedures
  • Strong analytical skills; ability to analyze information, draw insights and recommend improvements; ability to synthesize problems and develop innovative solutions and strategies
  • Ability to demonstrate strong facilitation and collaboration skills
  • Ability to manage projects/initiatives that span multiple countries/cultures
  • Proven ability to drive design and execution of strategies
  • Proficient in common technical tools (e.g. Microsoft Office)
  • Strong written and oral communication skills
  • Ability to build strong  formal and informal relationships
  • Language skills: fluent in English


This role will travel if necessary to ensure the achievement of the objectives in the markets under his/her responsibility.

EEO & Employment Eligibility