Major Responsibilities
CRM Strategy & Platform Ownership
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Implement the CRM strategy aligned with business priorities and global guidance.
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Select, manage, and operate CRM platforms (e.g., Veeva, OnCore, MCCP, VIP Tool, CRM of the Future), including roadmap, releases, and enhancements.
CRM Operations, Processes & Governance
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Own the end‑to‑end CRM operation, ensuring stability, compliance, and efficient day‑to‑day use.
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Define and maintain CRM processes, SOPs, manuals, and playbooks, in coordination with Data Governance and IT.
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Ensure CRM integration with BI, Field Excellence, Sales Operations, Finance, and other commercial systems.
Users, Adoption & Change Management (User‑First CRM)
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Drive high CRM adoption and meaningful usage, changing the perception of CRM from a reporting tool to a field copilot.
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Design and deliver continuous, role‑based training (onboarding, micro‑trainings, advanced use cases).
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Implement and manage user support channels to ensure fast and effective issue resolution.
Data Quality, Segmentation & Performance Enablement
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Partner with BI and Analytics teams to transform CRM data into actionable insights for Sales and Marketing.
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Support sales force performance evaluation, including territory design, sizing, deployment, and target setting.
Cross‑Functional Project & Stakeholder Management
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Develop and coordinate CRM‑related project plans across design, development, testing, and deployment stages.
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Lead multiple CRM initiatives simultaneously, ensuring on‑time, high‑quality delivery against defined KPIs.
Key Performance Indicators
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CRM adoption and active usage rate across the sales force.
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Data quality and segmentation accuracy of customer databases.
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Sales force productivity and effectiveness enabled by CRM.
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Timely and high‑quality delivery of CRM projects and enhancements.
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Quality and consistency of CRM‑based performance and activity insights.
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Compliance with defined CRM processes, standards, and governance.
Work Experience
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Experience in CRM operations, commercial operations, or sales force enablement.
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+2 years working in pharmaceuticals or other regulated industries (preferred).
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High collaboration, drive, and team spirit (must have).
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Strong strategic thinking and business acumen.
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Ability to adapt and lead changes in dynamic environments.
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Proactive, curious, resilient mindset.
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Strong analytical, problem‑solving, and communication skills.
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Excellent stakeholder and expectation management.
Education & Qualifications
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Bachelor’s degree in Engineering, Business Administration, Economics, or similar.
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Hands‑on experience managing CRM platforms such as Salesforce, Veeva, or OnCore.
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Demonstrated knowledge of healthcare/pharma data sources (e.g., IQVIA, DDD, HCOS, PSP).
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Experience with field operations analytics, incentive compensation, sizing, planning, and deployment.
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Strong skills in data analysis and visualization (Power BI, Excel).
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Experience with ETL tools (Power Query, Alteryx) and Advanced Excel.
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Fluent English (mandatory).
