CRM Specialist
12 month contract
Work Your Magic with us!
Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.
Main Responsibilities:
CRM Strategic Relationship / Planning:
- Support the team in the evolution of the iConnect CRM, meet the team regularly, review SNOW tickets to identify training and process gaps and further enhancements of the ecosystem
- Continuously analyze the status of the usage of the CRM and its modules and identify key areas of improvement liaising with the Regional Customer Excellence Leaders (RCELs)/Countries
- Drive the adoption of the CRM and its modules including remote Channel/ Engage, using as benchmark data from Veeva (Pulse) or from other sources
- Collaborate and communicate with business stakeholders and project managers to ensure awareness of progress, risks, and results
- Maintain the iConnect TEAMS site with all relevant information to assist Key Users, Brand Managers and other iConnect Team members, while encouraging collaboration and communication via this tool to strengthen the Key User and Power User communities
Governance, CRM platform harmonization:
- Drive the harmonization of the process into the CRM with a focus on Segmentation/Tiering working with Medical Units (MU)/ Regions/Countries (Key Users)
- Support the implementation into the CRM of the segmentation / tiering needed for supporting the current products and to guarantee successful launches, working closely with medical units Medical Units (Mus), Global Business Franchise (GBFs) and Regional Customer Excellence Leaders (RCELs)
- Contribute to the harmonization and implementation of the FFE framework (processes and KPIs) with other stakeholders (Regions, MUs, GBFs, RCELs). Responsible for the KPIs alignment between CRM and the Analytical Platform (Omnia, M-Smart, etc.)
- Work with business stakeholders and technical delivery teams to cultivate appropriate solution required to meet business goals.
- Setup the process to make sure the metadata within our Omni channel stays harmonized (E.g. iConnect, Veritas, M3Suite)
- Continuously engage and work with all stakeholders of the iConnect ecosystem, such as Integration Partners, connected System owners, such as Veritas, M3 Suite, eWizard, etc.
Strategic impact:
- Support the implementation & Maintenance of the CRM system across APAC regions with a focus on segmentation, advise on continuous improvement and anticipate new releases.
- Support the team to provide a fully functioning, Multi-Channel Marketing (MCM)-integrated CRM system, assess & optimize the CRM-related Multi-Channel Marketing (MCM)- solutions (e.g. Close-to-Loop Marketing (CLM), Rep-triggered e-mails, etc.)
- Align with IT on the best approach to ensure the data flows between CRM, Multi-Channel Marketing (MCM)-Ecosystem and Analytics platforms allow all the stakeholders (Marketers, Field Forces, Medical, etc.) to drive their analysis / campaigns orchestration
- Ensure data quality and consistency to provide key business performance analytics across the organization, allowing to embed a performance culture and improve decision making working closely with the Global Customer Analytics
Requirement:
- At least diploma qualification/Bachelor degree’s in any field
- Minimum 5 years of experience in CRM within healthcare or pharmaceutical industry
- Solutions oriented with proven ability to conduct cross-functional projects
- Good organizational, communication, and presentation skills
- Ability to manage stakeholders and project team members
- Highly-organized
Reg no: R22104540
EA license no: 94C3609
