Customer Operations Specialist (CRM) - Hybrid

i-Pharm Consulting
Dublin, Republic of Ireland
EUR40 - EUR45 per hour + Holidays and Social Insurance
Start date
25 Jan 2023
Closing date
8 Feb 2023

View more

Sales / Commercial, Business Analytics
Full Time
Contract Type
Experience Level
Experienced (non-manager)
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Job Details

Position Overview

Responsible for management of customer operations activities, including CRM, Data steward and operational management of patient support programmes Vitality & Keycare.

Responsible for the management and leadership of the my learning function for the organisation.

Responsible for the on-going development of and implementing the CRM roadmap to ensure we maximise the use of the CRM system enabling a more customer focused approach and a 360 view of the customer including delivery of CRM training for field & office staff.

Working closely with the Compliance team on any system improvement updates, including investigations, testing, feedback, training guidance, etc for the organisation.

Operational management of patient support programmes, including vendor management, materials updates and approvals and working closely with Marketing Managers to understand programme metrics and value.

Operational management of my learning system including working with quality compliance and business functions .

CRM Key Activities:

  • Oversee the day to day management, maintenance and optimisation of the CRM system
  • Ensure all technical and process requirements i.e. Structure changes are implemented and up to date within the CRM system
  • Build strong relationships with internal Users and Teams to maintain understanding of business priorities and customer requirements, including customer updates focused on our evolving target audiences
  • Understand CRM compliance with Data Protection and Privacy Laws and act in accordance with these when conducting CRM activities.
EFPIA Data Steward
  • Management of Data Corrections - Run reports & give to Compliance team to work with Business unit teams to resolve
  • Support the EFPIA Country Lead (Compliance Manager) on:
  • Customer Communication, Data analysis and validation and Local Training and Communication

Operational Management of Patient Support Programmes - Vitality & Keycare

  • Liaise with vendors on delivery of the programmes
  • Ensure compliance with standards and regulations
  • Process payments in a timely manner

Knowledge & Skills Required:

Expertise in Veeva suite of products

Understanding of business metrics requirements that need to be supported through CRM

Good understanding of the CRM infrastructure and terminology within the CRM system and how this should be applied to support business needs

Understanding of the Pharma industry, HSE and broader health landscape and implications for CRM system implementation would be beneficial

Good attention to detail, numeracy and analytical skills

Good communication and interpersonal skills

Ability to work effectively on your own and also to build relationships across regional networks

Good collaboration and teamwork

Good Planning, Prioritisation and Co-ordination

Ability to take responsibility and ownership of problems, ensuring escalation as appropriate


i-Pharm Consulting provides Talent Solutions for the global Life Sciences sector.

We are an award-winning international life sciences recruitment company with offices in London, Munich, Frankfurt, Sydney, New York, Charlotte, and Los Angeles. In a highly competitive marketplace, we connect top talent with the very best opportunities.

Since 2008, i-Pharm’s independent, expert, and ethical approach to procuring talent has helped power the pioneering progress made by Pharmaceutical, Biotech and MedTech companies around the world. 

With offices across 3 continents, we have teams servicing the major global life science hubs. We combine local knowledge, with a global network of contacts that allows us to bring together talent and opportunity when it matters most.

For candidates, we become “career partners”. We know them as people, not CVs, learning about their aims, motivations and personal situation. We build open dialogue, provide honest advice and offer ongoing support, whether or not we’re currently working with them. ​

As a result, we have supported many specialists in this focused field throughout their careers, helping them plan their path through life sciences by identifying the right roles for them, not just any roles to suit us.

We change the lives and trajectory of our candidates' careers by offering incredible opportunities with the best clients in the sector.


Find Us
+44 (0) 20 3189 2299
52 Bedford Row

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