CRM Senior Manager

About Unilabs

Headquartered in Geneva and part of the A.P. Moller Group, Unilabs is one of Europe`s leading medical diagnostics companies that aspires to be at the heart and start of all effective treatment decisions. With operations in 16 countries (12 in Europe, 1 in Latin America, 2 in the Middle East, 1 in Australia), Unilabs is positioned as a leading diagnostics company with one of the broadest geographic coverages in Europe.In line with our M&A ambition, in 2021 we have revenues approx. euro 2 billion with around 14.200 employees. Clearly Unilabs is becoming a sizeable force within the European diagnostics market.Unilabs possesses the most comprehensive portfolio of diagnostic services in Europe, serving: public and private healthcare providers, county councils, the general public, insurance companies, the pharmaceutical industry and Contract Research Organizations.Our comprehensive portfolio of diagnostic services includes laboratory medicine, medical imaging, histopathology, reproductive medicine and drug development services.

Job Description:

The Senior Manager, CRM, based out of Zürich, Switzerland, reporting to the Group Director commercial Excellence, will be responsible for supporting CRM needs of Unilabs Commercial field teams across Europe. This position will be responsible for implementing enabling technologies, including CRM, to field teams, for building out and maintaining the field reporting dashboards and tools, and for monitoring the assigned field teams’ compliance with required standards for maintaining customer data. This role works closely with other commercial functions to optimize the effectiveness of Unilabs’ field force technology among other operational responsibilities. This role will also manage integration of Omnichannel Marketing efforts with CRM systems as well as participate in the development and integration of Unilabs’ Customer Master & Master Data Management process as per European standards.

Responsibilities:

• You will drive the execution of the CRM campaigns and programs across markets.
• You will be the global referent for the local CRM managers, provide direct support and bridge with other Global functions when needed.
• You will champion best-in-class practices ensuring seamless experience across touchpoints.
• You will support the CRM Community, foster best practice sharing and help build a strong excellence mindset
• You will collect and consolidate feedbacks and local needs related to the design of CRM initiatives, client journeys and campaigns across channels and tools
• Responsible to manage & implement the strategic CRM D365 commercial applications
• Responsible for adoption and use excellence of the sales team but also users from other functions.
• Continuous development of the CRM platform, provide enhancements, raise bugs, and follow change requests.
• Execute key user tests and validate new functions before the roll-out
• Tracking & analysis of project results and providing insights for future enhancements and optimizations
• Collaborate closely with internal departments (Analytics, Marketing, sales)
• New application plan, prepare and coordinate application roll-out in collaboration with the team
• Be a key contact person for all CRM components and provide support to market referents in their use, building guidelines and use cases to support local application. Develop and maintain partnerships with key stakeholders to guide key decisions, and drive business outcomes by employing effective engagement and influence skills.
• Provide conceptual and technical support for data generation across various platforms (e.g. event leads) together with local teams
• Ensure data quality and integrity of the CRM database in close collaboration with the Analytics team and colleagues in our teams worldwide.
• Develop and maintain field CRM systems and support its use in enabling sales efficiency. Has strong understanding in pharmaceutical CRM tools and data sources and applies this knowledge to ensure the team delivers high-quality data and actionable insights.
• Partner with key stakeholders to develop, plan, and provide efficient and effective training on data and tools.
• Lead CRM operational support to field force, including but not limited to onboarding, training, issue resolution, and field communications.
• Engage in detailed requirements gathering, documentation, use case creation, and QA/QC testing to ensure the effectiveness and quality of tools and deliverables.
• Collaborate with the Marketing team to roll-out omnichannel marketing and digital strategies by developing an integrated platform that provides curated insights.
• Design and maintain field reporting tools and dashboards to provide integrated, accurate and timely insights to field teams.
• Continually research and recommend new technology and tools that will benefit the organization.

Education & Skills

• Bachelor’s degree or above in the field of business administration, marketing, computer science or comparable educational background
• +6 years of experience in managing cross-functional projects and leading interdisciplinary project teams, international experience is an advantage
• Proven experience and expertise with CRM systems, especially D365
• Strong problem-solving mentality and hands-on personality, used to drive topics forward in a leading role; managing several projects at the same time in close alignment with IT
• Used to work independently, very organized and with attention to details
• Strong communication skills and ability in building cross-functional and multi-market teams Fluent Business English skills are required, Spanish or French is a plus
• Strong understanding of operations and field effectiveness best practices
• Must be able to identify operational weakness and implement correction action/plan.

Who you are

• You are curious and have a thirst for knowledge, bringing fresh perspectives to projects and the motivation to improve on a daily basis
• You have an interest in topics such as: growth, sales & revenue generation, pricing, process optimisation, business operating models, organizational restructuring, and smart automation
• You grasp new concepts quickly, are goal oriented and have a customer-centric mindset
• You bring strong analytical skills and enjoy working methodically with attention to details
• Ability to work collaboratively in a team and create an inclusive environment with people at all levels of an organization
• Capability to drive an independent work-stream in the context of a broader team project
• Comfort with ambiguous, ever-changing situations
• Structured thinking, and i.e. ability to break down and solve problems through quantitative thinking and analysis.
• You communicate confidently in English. Any other language is an advantage
• Strong communication and interpersonal skills to interact with senior-level management regarding the implementation of changes
• This position is for you an entry opportunity and represents the strong and solid foundation for future growth and development

Team

• Highly experienced and senior cross-functional team at Group level covering the areas of Strategic & Digital marketing, E-Commerce, Service Excellence, Branding and Innovation
• The team is very international, based in multiple locations within Europe
• We all drive for excellence while leaving a positive impact on our environment “careBIG” and “help each other to be the best version of one-self” is something that we truly live and that drives our activities and behaviours
• The “what” you deliver is equally important “how” you deliver it, and the collaborative, including and hand’s on team culture helps you to bring forward your best version and to grow as a professional but also as an individual We offer you a role with a visible and meaningful impact on the business. You will have the opportunity to accelerate your career experimenting with a variety of tactics and partner with many different teams across our international Group. We will provide you with individual learning & development plans to support you in your role & career.

We offer you a role with a visible and meaningful impact on the business. You will have the opportunity to accelerate your career experimenting with a variety of tactics and partner with many different teams across our international Group. We will provide you with individual learning & development plans to support you in your role & career.