CRM Senior Specialist

hace 2 semanas

España Merck Gruppe - MSD Sharp & Dohme A tiempo completo

Job DescriptionThe CRM Senior Specialist is aimed to support Omnichannel Strategy – CRM area to coordinate the business as usual activities and to consolidate and evolve CRM landscape.Besides the day-to-day CRM ongoing activities, this role is also focused on contributing to shape and build current and future technical/functional CRM capabilities to support business priorities and customer centric approach.The position also requires the ability to effectively interact with a variety of stakeholders, both at local and international level.Main responsibilities:Responsible for data management and for processing data change requests with customer data;Ensure data collection and accuracy across CRM ecosystem;Understand CRM compliance with Data Protection and Privacy Laws (GDPR) and act in accordance with these when conducting CRM activities;Participating in data revision and data cleanse initiatives. Collaborating in data analysis and data system extractions. Performing data processing to ensure its quality and consistency across different associated systems;Build strong relationships with internal stakeholders to maintain understanding of business priorities and customer requirements, including customer updates focused on evolving target audiences;Provide support to the business as required to ensure all CRM initiatives are implemented effectively/efficiently to achieve objectives;Understanding of segmentation models to effectively deliver personalized experiences at scale;Proactively match business needs with existing technology capability, by showcasing local/regional best practices with key stakeholders, encouraging adoption of core systems and harmonized process and highlighting value in a business context;Actively participates and support CRM team with the delivery of CRM system requests and analytics through recommendations, guidance, engagement with internal customers and taking responsibility for delivery of outputs, as required;Work collaboratively with internal business stakeholders to drive the use of CRM across departments supporting the business strategy;Focus on building a strong mindset to optimise the use of CRM and a good understanding of the system to effectively deliver on CRM business requirements;Active role in key strategic CRM projects, both local and regional;Supporting the implementation, running and improvement of other CRM features and modules;Play a lead role by reviewing business requirements, proposing solutions and raising change requests to the development teams and performing technical UAT;Represent local CRM team in regular regional/global meetings and interact effectively with regional/global teams.Background & ExperienceBachelors or master degree (Engineering, Marketing, Business, etc.) from accredited institution;Ideally 3 years experience in the pharmaceutical industry;Experience in CRM administration in Salesforce based solutions (preferably Veeva);Proficiency with Microsoft Office tools, with special attention to excel;Solid understanding of the pharmaceutical/life sciences industry, core business questions and related data sources.Skills & Abilities Required:Fluent in English and Spanish;Ability to multitask within given timelines;Interpersonal Communication;Customer focus;Strong team player;Change Management. Positively embraces change and operates effectively in continually changing environment;Proactive, continuous improvement mindset;Strong planning, prioritisation and outputs oriented;Ability to work effectively with customer facing teams to support training and query resolution;Good understanding of CRM compliance, data protection and privacy laws (GDPR);We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.
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