Customer Account & Supply Management Manager

at  Pfizer

REQUIRED QUALIFICATIONS AND EXPERIENCE

• Pharmaceutical Industry experience or relevant experience from other industries - working knowledge of the pharmaceutical supply chain, including a comprehensive understanding of Pharmacy customers.
• Strong leadership and management skills.
• Ability to plan and continuously prioritise workload to support business needs.
• Good interpersonal and networking skills – ability to network, influence and manage colleagues across disciplines and levels.
• Able to engage with customers to understand their needs whilst operating compliantly and professionally.
• Solid understanding of different customer segments.
• Commercial awareness of how medicines are typically used, across all Therapy Areas.
• Very strong Data Analysis / Numerical Analysis skills, including the ability to complete robust statistical analyses of large data sets.
• Logical Reasoning skills to form appropriate conclusions and then take compliant actions that improve the effectiveness of the supply controls.
• IT skills, including the ability to write moderately complex programs in languages like VBA and R (essential), manage large data sources effectively, use of data warehouse, effective and efficient exchange of data between systems, appropriate summarisation/re- shaping/enrichment of datasets, awareness of Big Data and machine learning techniques.
• Strong Data Visualisation skills
• Ability to review and ensure alignment of all relevant policies, regulations, and internal guidance, with other teams across Pfizer UK as needed.
  Supervision: four direct reports
  Colleagues within the Customer Account and Supply Management team (& CPTA LT) are based at both Walton Oaks and Sandwich. This role can be based at either Walton Oaks or Sandwich; some travel between will be required on an ongoing basis to support direct reports within the team, connect with the LT and work with the wider organisation. Our flexible working policy ‘log in for your day’ applies.
  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!
  Logistics & Supply Chain Mgmt

Innovation, Technology & Data:

• Internal and external networking to understand how the business and environment is evolving.
• Seeking, scoping, and implementing opportunities for process improvements and innovations, and enhance Pfizer UK’s relationship with its customers.
• Work with sources of external data benchmarks to ensure data accuracy; explore, document, and resolve data gaps.
• Oversee resolution of system interface failures (e.g. SAP ERP), between Pfizer & external Logistics Service Providers.
• Own the deployment schedule and provide technical business process support for application change requests & version releases via European / Global BT Partner

ROLE SUMMARY

The Customer Account & Supply Management Manager will be a member of the Commercial Portfolio Therapy Area Leadership Team and will report to the Commercial Portfolio Lead UK. The Colleague in role will lead and effectively deliver the ONE Pfizer Customer Account Management and Supply Control (CAMSC) strategy and operations across Pfizer’s UK supply chain and product portfolio, as well as line manage the CAMSC team.

In this role, you will have significant accountability for:

• Developing, implementing, and continually evolving CAMSC strategies and processes for all Pfizer medicines sold by UK Therapy Areas (TAs) to meet internal and external evolution, and all Good Distribution Practice (GDP).
• Supporting, developing and inspiring colleagues within the CAMSC team to deliver against the organisational priorities and accountabilities.
• Leading on Customer Account Management and Validation to ensure compliant management of customer accounts in line with market evolution. Validating, managing, and maintaining customer accounts for all customers associated with Pfizer’s distribution approaches and compliantly meet expected performance standards.
• Implementing our Supply Controls and Supply Policy, aligned to Pfizer’s European Supply Policy to ensure that UK Commercial sales volumes, enable continuity of supply of Pfizer medicines to UK patients, in line with Legal policies and regulations.
• Applying extensive technical and functional knowledge to projects which drive continuous improvement and capability growth within CAMSC approaches and team.
• Leading or supporting Commercial Portfolio TA defined projects aligned to strategic ambitions; including both functional, business, culture and colleagues.
• Building organisational understanding and engagement, ensuring transparency of the policies and their respective implementation actions.
• Using strong IT and Numerical Analysis tools and techniques to undertake deep-dive product/channel supply assessments.

This role will provide you with exciting opportunities to:

• Bring and implement innovative ideas, initiatives, and projects to the Pfizer UK Commercial Portfolio TA in line with Pfizer and the TA’s strategic and cultural priorities.
• Provide CAMSC team with strategic direction, line management, and collaboration with aligned functions to deliver supply control processes.
• Lead the UK relationship with the Pfizer European Trade Operations team, ensuring that all business processes and actions are aligned with the European Supply Policy, as guided by UK Legal counsel.
• Collaborate and partner across ONE Pfizer to find solutions to their needs and ensuring that Supply Policy execution takes precedence where conflicts of interest may arise.

ROLE RESPONSIBILITIES

Operational Excellence:

• Be the Subject Matter Expert and functional lead for all CAMSC business processes and IT systems changes related to Pfizer acquisition blueprints, distribution strategy, UK DTP model, and independent 3rd Party Outlier Audits and IT Application Strategies.
• Ensure operational sales monitoring and apply strong statistical and data knowledge to operational processes.
• Use of Supply Control processes to support the implementation of other Pfizer Policies, ensuring continuity of supply of medicines to UK patients (e.g. Customer Classification, POM Classification, Manufacturing Shortfall).
• Ensure all UK customer accounts are appropriately and compliantly managed, validated and maintained.
• Collaborate with internal colleagues and external Service Providers to ensure full second line resolution of escalated customer queries / issues.
• Ensure all key decisions are clearly documented and maintained to achieve organisational memory and support review as required.
• Work very closely with the DTP Logistics Service Provider (LSP) to ensure that supply controls are accurately and effectively implemented in their ERP system.

Strategy, Execution & Leadership:

• Develop and implement CAMSC strategies and processes for all medicines sold by UK Therapy Areas (TAs) and any other aligned staff.
• Accountable for leadership of team’s goals, CAMSC KPIs and relevant CPTA KPIs.
• Support colleagues and team to ensure delivery of business needs and priorities.
• Recognise and collaborate with individuals to ensure that all tasks can be completed to a high degree of competence whilst maintaining flexibility to adapt to internal or external change.
• Pro-active cross-functional collaboration with Demand Managers, Finance, Brand Leads and Commercial Directors to ensure success of workstreams and projects.

Innovation, Technology & Data:

• Internal and external networking to understand how the business and environment is evolving.
• Seeking, scoping, and implementing opportunities for process improvements and innovations, and enhance Pfizer UK’s relationship with its customers.
• Work with sources of external data benchmarks to ensure data accuracy; explore, document, and resolve data gaps.
• Oversee resolution of system interface failures (e.g. SAP ERP), between Pfizer & external Logistics Service Providers.
• Own the deployment schedule and provide technical business process support for application change requests & version releases via European / Global BT Partners

Platform Engagement & Culture

• To support the delivery of platform wider engagement forums e.g. Virtual, F2F, communications and development of CPTA culture and growth
• As a member of the Leadership Team role model a ONE Pfizer and enterprise leader mindset across all approaches and ways of working.
• Identify internal and external best practice and share across teams internally and externally.
• Support colleagues to connect the Global Blueprint through to UK, through to Commercial Portfolio strategic priorities.
• Lead and support colleagues in continued growth and development.
• Role model our values of Courage, Excellence, Equity and Joy and promote a culture of wellbeing.