CRM Associate

Job Description:

Job Description SummaryEnsure the stable and efficient day-to-day operation (Business-as-Usual, BAU) of CRM platforms at the country level, acting as the first-line support and executor of operational processes critical to business continuity (users, territories, data quality, consents, surveys, reporting, training, and field support).
This role enables CRM to operate as a business-critical platform by reducing operational friction, improving user experience, and ensuring consistency in execution, while the CRM Manager focuses on strategy, roadmap, and governance.

Job Description
Major Responsibilities
CRM Strategy & Platform Ownership
* Implement the CRM strategy aligned with business priorities and global guidance.
* 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
* Own the end-to-end CRM operation, ensuring stability, compliance, and efficient day-to-day use.
* Define and maintain CRM processes, SOPs, manuals, and playbooks, in coordination with Data Governance and IT.
* Ensure CRM integration with BI, Field Excellence, Sales Operations, Finance, and other commercial systems.
Users, Adoption & Change Management (User-First CRM)
* Drive high CRM adoption and meaningful usage, changing the perception of CRM from a reporting tool to a field copilot.
* Design and deliver continuous, role-based training (onboarding, micro-trainings, advanced use cases).
* Implement and manage user support channels to ensure fast and effective issue resolution.
Data Quality, Segmentation & Performance Enablement
* Partner with BI and Analytics teams to transform CRM data into actionable insights for Sales and Marketing.
* Support sales force performance evaluation, including territory design, sizing, deployment, and target setting.
Cross-Functional Project & Stakeholder Management
* Develop and coordinate CRM-related project plans across design, development, testing, and deployment stages.
* Lead multiple CRM initiatives simultaneously, ensuring on-time, high-quality delivery against defined KPIs.
Key Performance Indicators
* CRM adoption and active usage rate across the sales force.
* Data quality and segmentation accuracy of customer databases.
* Sales force productivity and effectiveness enabled by CRM.
* Timely and high-quality delivery of CRM projects and enhancements.
* Quality and consistency of CRM-based performance and activity insights.
* Compliance with defined CRM processes, standards, and governance.

Work Experience
* Experience in CRM operations, commercial operations, or sales force enablement.
* +2 years working in pharmaceuticals or other regulated industries (preferred).
* High collaboration, drive, and team spirit (must have).
* Strong strategic thinking and business acumen.
* Ability to adapt and lead changes in dynamic environments.
* Proactive, curious, resilient mindset.
* Strong analytical, problem-solving, and communication skills.
* Excellent stakeholder and expectation management.
Education & Qualifications
* Bachelor's degree in Engineering, Business Administration, Economics, or similar.
* Hands-on experience managing CRM platforms such as Salesforce, Veeva, or OnCore.
* Demonstrated knowledge of healthcare/pharma data sources (e.g., IQVIA, DDD, HCOS, PSP).
* Experience with field operations analytics, incentive compensation, sizing, planning, and deployment.
* Strong skills in data analysis and visualization (Power BI, Excel).
* Experience with ETL tools (Power Query, Alteryx) and Advanced Excel.
* Fluent English (mandatory).

Skills DesiredAdvertising Campaigns, Alteryx, Analytical Thinking, Brand Awareness, Business Networking, Curiosity, Digital Marketing, Marketing Communications, Marketing Plans, Marketing Strategy, Media Campaigns, Process Documentation, Statistical Analysis, Strategic Marketing