CRM Analyst

Macquarie Park, Australia
12 Jan 2021
25 Jan 2021
Full Time
Contract Type
Experience Level
Experienced (non-manager)
Company Description

Biogen ANZ is proud to have a highly engaged workforce where employees bring their best and most authentic selves to work. At Biogen, culture is on the agenda and everyone opts in.

We care deeply about making a difference, and so work courageously to change the lives of patients. We don't shy away from challenges due to fear of failure. 

At Biogen, flexibility doesn't just mean working from home. Our culture of trust and accountability means employees can take full advantage of flexible working arrangements, opportunities to engage in paid volunteering leave and to purchase additional leave.  

Inclusion and diversity are part of who we are at Biogen ANZ. All employees are encouraged to let their personality shine. At Biogen we do serious work, but we don't take ourselves too seriously. 

Job Description

The CRM Analyst is responsible for administration of the Customer Relationship Manager (CRM) system at Biogen, for analyzing the CRM data and for increasing the CRM user adaption over all Biogen field forces. The CRM Analyst collaborates with CE&O, local Business Units and IT to improve CRM processes and enhance user experience. The CRM Analyst conveys the local business needs to the CE&O function. 

1. Analytics & Business Reporting: Responsible for Business Intelligence reports via CRM insights along with enhancements, within the ANZ affiliate by ensuring high data accuracy and user-friendly outputs. Manages data management and stewardship in Customer Record Management (CRM) system and Master Database Management (MDM): 
  • Ensures data quality 
  • Implementation of territory assignment, Veeva Align management (Product catalogue, roster members, accounts, territories assignment.   
  • Liaising with sales teams to create target plans/cycle plans 
  • Performs all data changes 
  • Proactively provides solutions for data issues 
  • Local lead for CRM system, including liaising with IT Business Partners (external and internal) to ensure the system is efficient and effective.  
  • Run ad hoc reports and analyses on SFE performance metrics to advise ANZ management and sales/medical/ marketing teams in addition to those captured in Qliksense and PowerBI dashboards 
2. Provides first level support for CRM user managing customer enquiries on address change, territory management, consent, approved email implementation, material lists and system updates. 
  • Establish relationship with EU SME and Biogen Veeva management team (CE&O team) 
  • Act as a local SME and lead in ensuring ANZ leads and adopts new updates, releases and enhancements to ensure Biogen ANZ is the regional lead 
3. Develops and optimizes CRM processes and system improvements including the management and realization of all relevant tasks 
  • Ensures that all CRM processes adhere to compliance regulations 
  • Develop, test and implement new solutions such as virtual tools, consent tools, Approved emails, Broadcast emails and IVAs 
4. Training of all CRM user groups.  
  • Develops and maintains training material, proactively implements all CRM adaptions and changes. 
  • Test and rollout system upgrades; perform validation of data 
  • Manage customer consent and maximise consent accuracy 
  • Provide training and support of Veeva Engage (virtual engagement tool) 
5. Support ANZ SOE/ Commercial and Medical teams as Subject matter expert 
  • Manage relationship with Veeva Vendor and act as liaison and first point of contact for managed services.  
  • Support the development of Approved emails both as a SME and in UAT and release; knowledge of Veeva Vault systems would be valuable. 
  • Evaluate and provide insights post implementation for refinement and improvement of Approved email 
  • Maximise Consent capture via Veeva virtual 


To demonstrate success in this role you will be degree quaified in business administration or sciences or IT and have been working in a CRM Analyst role for a minimum of 2 - 4 years, ideally within the healthcare industry. Pharmaceutical industry experience, while not essential, would be advantageous. 

Other requirements for this position:
  • Has demonstrated CRM Analyst core behaviours and acquired knowledge and skills/competencies to the degree expected at this job level
  • Solid experience in CRM administration from or VEEVA is essential. PowerBI knowledge is advantageous 
  • Experience in the development and deployment of approved emails 
  • Strong MS-Excel and database knowledge 
  • Good MS-Powerpoint skills 
  • Learning on the fly  
  • Agility and flexibility and the ability to deal with ambiguity
  • Exceptional organisational skills with the ability to plan and set priorities 
  • Strong team player and collaborator 
  • Customer focused 
  • Outstanding interpersonal skills  
  • The ability to identify problems, conduct analysis, create solutions and communicate to stakeholders 
  • The ability to provide proactive input on business issues and make evidence-based decisions keeping the best interests of the individual product(s) and business in mind
If this role sounds like something that you would be interested in understanding more about please register your interest today!

Biogen ANZ embraces an inclusive workplace environment and applicants of all backgrounds and experiences. However, visa sponsorships are unavailable for this position and only applicants who have unlimited working rights in Australia will be considered. 

Given Biogen's unique position in neuroscience we have a need to attract a certain profile and calibre of candidates. To achieve this, we have an internal recruitment team that is very well-resourced and as such rarely need to go out to the market externally. On the very rare occasion an external supplier is needed we work closely with a specialist group of preferred providers. 

No agencies please 

Additional Information

What an exciting time to join the team at Biogen ANZ!

Due to an internal promotion we now have a vacancy for an experienced and capable CRM Analyst to join our high performing Strategy and Operational Excellence team. If you think you have what it takes then we want to hear from you!! 

Please register your interest today!