SSA HCP Patient Engagement Sales Services Manager
Sandton, South Africa
3d ago

SSA HCP Patient Engagement Sales Services Manager

  • South Africa - Sandton
  • GCO Sales Services - Manager is responsible to co-Develop, operationalize and innovate commercial operational service offerings that directly engage with our external customers HCPs and patients.

    Fully accountable for the end-to-end delivery & insight generation with cluster / market focus for the following for the Sales Services scope :

  • Field Force Effectiveness (FFE); Sales Force Automation (SFA); Incentives Compensation (IC); Contracted Sales Organization (CSO) where applicable;
  • HCP / patient data stewardship .

    Delivering outstanding and compliant service levels . Support integration of digital channels and tools into FF operations and SFA

    Reporting to the GCO Cluster Lead.


    Lead services for the Cluster / Market, acquire or establish and deploy policies, processes, systems, tools to enable Sales Services delivery, manage execution of end to end transactional business operations, ensure delivery of quality service, within compliance guidelines.

    IC : Customer Facing incentive schemes, Sales Quota setting, FFE : Customer targeting, FF sizing & structuring, Territory Alignment, Data extractions & validations, FFE Insight generation for business leaders & management reporting, SFA : effective, efficient and compliant Sales Force Automation operations through standardization, in light of the global & regional guidance's.

    HCP / patient data stewardship : as an SME of engagements with external customers, act as pivotal point with all other GCO Service colleagues to coordinate capturing / owning / stewarding HCPs and Patients data for Pfizer commercial organization Customer-Facing Colleague Communications : Manage communications strategy and activities with CFCs Become subject matter expert after 2nd years on the position on at least 2 of the above areas, to technically coach / be role model for other GCO HCP / Patient Engagement team members.

    Collaborate with Compliance, Medical, Legal, Regulatory to ensure requirements are included in GCO Sales Services processes.

    Partner with commercial leaders in the assigned cluster / market to understand their business needs and align on appropriate Service Levels Agreements to address these needs.

    Partner with Regional GCO Leadership Team to develop, drive and implement best in class GCO Sales Services in the Region within global design guidelines.

    Collaborate with GCO Marketing Services on all activities relevant for Fieldforce- Samples operations, eg. sampling related data upload & download to & from SFA system- Digital channels Fieldforce & SFA related activities eg. RTEs upload on SFA etc.

    Key Performance Measures :

    Sales Service operations delivered within AGREED SLAs and quality standards, to also assess via Customer SatisfactionPeriodic Sales Services INSIGHTs delivered to business leaders per SLA, to also assess via Customer SatisfactionAlignment with Legal & Compliance requirements


    Reports to : GCO Cluster Lead

  • Key Interactions : Regional GCO Service Area Lead; GCO Leads in market / cluster; Market Leadership Team; CM; Category Leads;
  • Marketing; Medical; and other relevant Functional leads e.g. D&T; Procurement; HR; Finance; Compliance; Legal and other Commercial


  • Graduate; MBA preferredMinimum 5 years relevant experience including 2 years of operations and process planningFamiliarity with Business Technology systems and resourcesProven experience of Field Force Effectiveness tools and processesField Force Effectiveness, FF deployment, FF data analytics, FF Segmentation & TargetingAbility to work on multiple projects simultaneously;
  • has the ability to plan, meet deadlines, and manage competing prioritiesLocal understanding of the business including understanding of legal / compliance requirementsAnalytical Thinking & Problem SolvingInfluencing & negotiation skills with excellent oral and written communication skills


    Senior stakeholder managementStrong strategic thinking skills to ensure innovation and leadership of new operating modelLeading large-scale changeFinancial acumen

    Pfizer is an equal opportunity employer and complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.

    Sales Operations & Admin

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