Customer Operations Specialist (CRM) - Hybrid

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.

• 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