Account Management and System Value Lead
About this role
ROLE SUMMARY
The Account Management & System Value Lead is a strategic field leadership role responsible for leading the NHS Solutions Partner and Clinical Effectiveness Consultant teams while developing and embedding industry-leading account management capability across the organisation.
Central to the role is the ability to ensure Pfizer consistently understands and responds to the priorities, challenges and opportunities facing the NHS. The role develops organizational capability to translate those priorities into compelling customer solutions, system value propositions, partnership initiatives and customer engagement strategies that improve patient care, support the healthcare system objectives and deliver sustainable business growth.
The role acts as the organizational expert and champion for account management excellence, ensuring customer-facing teams develop exceptional capability in account planning, environmental insight, stakeholder engagement, value communication, customer execution and coaching discipline. Through direct leadership of NHS Solutions Partners and Clinical Effectiveness Consultants, and through leadership without authority across the wider business, the role builds future capability and ensures Pfizer is recognized as a trusted partner to the NHS.
ROLE RESPONSIBILITIES
Leadership and capability development
- Lead, coach and develop a high-performing team of NHS Solutions Partners and Clinical Effectiveness Consultants.
- Create an environment of accountability, engagement, continuous learning and customer excellence.
- Build future organizational capability through effective performance management, coaching, mentoring and talent development.
- Develop succession plans and future leaders across both teams.
- Championing a growth mindset culture, inspiring colleagues to continuously improve and develop.
- Foster collaboration and knowledge sharing across the organisation to accelerate customer and business impact.
- Leading through change and ambiguity, ensuring teams remain focused on delivering customer, patient and business outcomes.
Account management excellence
- Own and lead the national account management capability strategy.
- Develop and embed best-practice account management standards and ways of working across customer-facing teams.
- Lead capability development in account planning, strategic customer engagement, environmental analysis, stakeholder mapping, influencing, negotiation, value proposition development, pre-call planning, in-call effectiveness, post-call evaluation and multichannel engagement.
- Develop coaching capability within field leaders to ensure sustainable improvement in account management capability.
- Identify and replicate account management best practice nationally.
- Ensure alignment with One Pfizer account management approaches and customer engagement principles.
- Use digital and AI-enabled tools to improve account insight, planning quality, customer preparation, coaching effectiveness and organizational learning.
Capability strategy and future readiness
- Develop and own a multi-year Account Management and System Value Capability Strategy aligned to the evolving needs of the NHS, customers and Pfizer.
- Anticipate future capability requirements and ensure the organisation develops the skills, behaviors and expertise needed to succeed in an increasingly complex healthcare environment.
- Lead the adoption of AI-enabled customer engagement, planning, insight generation and capability development approaches to improve customer impact and organizational effectiveness.
- Ensure consistent standards, methodologies, tools, coaching approaches and best-practice deployment in relation to account management across customer-facing teams.
- Continuously assess organizational capability maturity and implement targeted improvement plans to strengthen competitive advantage and future readiness.
System value and customer solutions leadership
- Ensure the effective development and deployment of compelling system value propositions which demonstrate the clinical, health economic and population health value of Pfizer medicines and solutions.
- Support teams in identifying opportunities that improve patient outcomes, address system challenges and create sustainable business growth.
- Ensure the organisation effectively utilizes clinical effectiveness, health outcomes and environmental insight to support customer decision-making.
- Drive excellence in communicating value to clinical, payer and healthcare system customers.
- Support development of account-level and system-level solutions which help the NHS deliver against strategic priorities.
- Ensure customer insights inform local, regional and national strategic decision-making.
NHS partnerships and collaborative working
- Lead the prioritization and deployment of NHS Solutions Partner resources to maximize customer value and business impact.
- Support identification, development and scaling of collaborative working opportunities and healthcare partnerships.
- Ensure partnership projects align with NHS priorities, customer needs and organizational objectives.
- Oversee quality, governance and impact measurement across partnership initiatives.
- Promote innovative approaches that improve patient outcomes, service delivery, healthcare productivity and system efficiency.
- Strengthening Pfizer’s reputation as a trusted strategic partner of the NHS.
Strategic leadership and cross-functional collaboration
- Act as a strategic adviser to Business Unit Leadership Teams on customer engagement, account management and NHS partnership strategy.
- Collaborate with Commercial, Marketing, Medical, Health & Value, Learning & Development and Operations colleagues to align strategy and execution.
- Provide customer, environmental and account management insight to support business planning and strategic decision-making.
- Lead national projects and initiatives designed to improve organizational capability and customer effectiveness.
- Champion innovation, digital capability and the adoption of AI-enabled tools and ways of working.
- Influence future customer engagement models and organizational capability development.
Compliance and integrity
- Deliver Performance with Integrity, fully adhering to the ABPI Code of Practice and Pfizer policies.
- Ensure clear separation between promotional and non-promotional activities where appropriate.
- Maintain robust governance, compliance and documentation standards across all activities.
- Ensure teams operate in a manner that builds trust with customers, partners and colleagues.
- Role model Pfizer’s Purpose, Values and Behaviors in all interactions.
Measures of Success
- Successful delivery and scaling of NHS partnership programmes and collaborative working initiatives.
- Demonstrable improvements in account management capability across customer-facing teams.
- Increased quality, consistency and impact of account planning and customer engagement activities.
- Sustainable business growth enabled through improved customer engagement and account management execution.
- Successful development, engagement, retention and progression of NHS Solutions Partners and Clinical Effectiveness Consultants.
- Increased utilisation and impact of clinical, health economic and population health evidence in customer engagement activities.
- Strong customer feedback and recognition as a trusted strategic NHS partner.
- Effective development and adoption of capability programmes and coaching initiatives across the organisation.
- Increased adoption of digital and AI-enabled ways of working.
- Full compliance with internal and external governance requirements.
- Demonstrable improvement in organizational capability maturity and future readiness.
- Increased adoption and measurable impact of AI-enabled account management and customer engagement practices.
- Strength and depth of succession pipelines across Account Management, NHS Solutions, Clinical Effectiveness and future system leadership roles.
- Successful deployment and utilisation of nationally agreed account management standards, methodologies and capability frameworks.
BASIC QUALIFICATIONS
- Significant experience within pharmaceutical account management, healthcare partnerships, market access or commercial leadership roles.
- Demonstrated experience leading and developing high-performing teams.
- Proven capability in coaching, capability development and organisational performance improvement.
- Deep understanding of NHS structures, Integrated Care Systems and healthcare system transformation.
- Strong expertise in account management principles, customer engagement and strategic planning.
- Excellent understanding of clinical effectiveness, health economics, outcomes data and value communication.
- Ability to influence senior stakeholders internally and externally.
- Strong strategic thinking, business planning and commercial acumen.
- Experience leading complex cross-functional initiatives and organisational change.
- Experience developing and delivering organisation-wide capability strategies and transformation programmes.
- Experience leading large-scale organisational change and capability improvement initiatives within matrix organisations.
- Demonstrated success establishing sustainable capability frameworks, centres of excellence or organisational development programmes.
- Confident use of AI and digital tools to enhance customer engagement, capability development and business effectiveness.
- Full working knowledge of the ABPI Code of Practice.
- Ability to translate local health system / NHS plan priorities into aligned, therapeutic-area solutions that overcome challenges, optimise patient care and generate brand growth.
PREFERRED QUALIFICATIONS
- Previous leadership experience within Clinical Effectiveness, Market Access, Account Management or Healthcare Partnership functions.
- Experience of collaborative working and NHS partnership programme leadership.
- Formal coaching qualification.
- Experience of developing and leading national capability programmes.
- Experience working across multiple therapeutic areas and business units.
Person Specification
- Acts with integrity and consistently role models Pfizer’s Purpose, Values and Behaviors.
- Passionate about developing people, capability and organizational performance.
- Recognized as a trusted leader, coach and strategic thinker.
- Demonstrates leadership without authority and influences effectively across matrix organisations.
- Balances strategic thinking with operational execution excellence.
- Aspirational and growth-oriented, with courage to challenge convention and drive improvement.
- Embraces uncertainty and ambiguity with curiosity, resilience and sound judgement.
- Collaborative and inclusive, creating an environment where colleagues thrive and perform at their best.
- Excellent communicator with strong credibility and executive presence.
- Proactively embraces innovation, AI and digital transformation to improve customer and business outcomes.
Work location assignment: Remote (within UK)
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!
To learn more about acceptable and prohibited uses of AI during the recruitment process, please review our candidate AI-use guidelines available on Pfizer Careers.
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