CRM Analyst/Trainer

THE CRM ANALYST/TRAINER will be a part of the CRM Front Office, whose main mission is to serve as a single, accountable entity to support CRM related development, taking responsibility for driving IT projects that resonate with the end user community whilst driving the leadership team's strategic initiatives. The CRM Analyst/Trainer will manage CRM related tasks, providing a single point of contact for the regional/market leads, ICE Leadership and Regional leaders.

The core scope

- Align CRM to the Commercial & Medical Excellence methodology, driving consistent account planning and stakeholder adoption strategies for top accounts through one single platform
- Enable Patient Finding & Tracking through OneCRM by developing a capability to record, update and measure key metrics
- Enable tracking of key metrics for commercial excellence while supporting local teams with bespoke CRM and reporting requirements
- Support geographic and portfolio expansion targets through re-usable processes and ready to deploy systems

Trainer will cover the following core responsibilities:

OneCRM Training

- Define and implement a training strategy
- Establish and maintain a network of Certified Trainers (TtT), to continuously deliver training on the regional and local levels

Ongoing User Adoption

- Establish and promote a network of OneCRM Champions across the local and regional level
- Identify and promote best practice among the user groups
- Continuously capture user feedback supporting the evolution of functionality and usage

Operations and Support

- Review and streamline the Case Management approach for OneCRM (Incidents/Service Requests) after those have been raised into FieldHub/CMSO.
- Coordinate the collection of Change Requests, contributing to future realeases

Closed Loop Marketing (CLM)

- Support local markets with ongoing changes to Veeva CLM presentations
- Identify, coordinate and prioritize CLM requirements (with market input)

RESPONSIBILITIES

25% OneCRM Training: Develop, implement and continuously enhance a dedicated Training Strategy and Plan to drive CRM evolution. Monitor LOC level training execution and feedback and conduct training activities tailored to LOC and end-user training requirements and needs.

25% User Adoption: Assess, Monitor and continuously enhance User Adoption towards CRM by promoting best practice and providing ongoing interactive support to the end-user-community

25% Operations and Support: Define, Deploy and Operate an integrated Operations & Support concept, which drives the alignment between Business and Technical Operations, addressing ongoing operations support as well as a sustainable Change Control process, that contributes to the CRM roadmap

25% Closed Loop Marketing (CLM): Own and support ongoing operations of digital material deployment and management through Veeva CRM. Work with the brand teams and other commercial stakeholders, to maximize use of digital channels towards an integrated multi-channel approach

EDUCATION AND EXPERIENCE REQUIREMENTS

B.A. or B.S./M.S. in Computer Science or relevant discipline

5-7 years' experience in IT services & operations with 5+ years of supervisory and project management experience in an international IT operations environment.

EXPERIENCE IN PHARMACEUTICAL INDUSTRY REQUIRED PARTICULARLY IN A COMMERCIAL FUNCTION

Experience consulting and working in complex, global Matrix organization is preferred

Experience/Certifications with Salesforce.com and/or Veeva CRM are preferred.