CRM Operations Lead

4 weeks ago

Bengaluru, Karnataka, India iimjobs Full time


In this role you will be responsible for the strategy, development and execution of the roadmap, support, operations, processes and training for CRM and associated platforms across Allergan Aesthetics International.

You will manage and drive the adoption of evolving CRM tools across affiliates and be the key point of contact with global, regional, and local stakeholders.

This role will provide the link between International and Local businesses as well as BTS to manage all aspects of CRM operations

This includes:
small to medium scale CRM projects, ongoing operational support, 3rd party support services, Change Request process.

In addition you will work closely with the Data Quality Lead and, Master Data Management (MDM) teams to ensure all CRM data & processes are aligned to the International Data Quality Framework.


Your responsibilities will include:

  • Business owner of CRM platform who leads the vision and strategy based on business needs from crossfunctional departments based on evolving capabilities
  • Lead adoption and change management of CRM across the organisation
  • Deploy new functionalities of Veeva CRM according to roadmap
  • Act as link between business and Business Technology (BT) to define requirements to deliver strategic projects and new functionalities
  • Support BT project management plans for deployment and work closely with BT and development partners to ensure alignment of deliverables
  • Evolve CRM omnichannel capabilities including marketing automation to support larger gotomarket strategies
  • Define and develop process improvements to support business strategies and drive efficiencies
  • Identify areas for further training and execute plans to address
  • Proactively recommend solutions to business problems
  • Manage knowledge and awareness of CRM processes and functionalities throughout organization.

Skills and Experience:

  • Ability to develop strong, effective relationships with key stakeholders, working across multiple countries with different levels of the organisation.
  • Demonstrated strong leadership to drive through initiatives achieving buyin and commitment with all relevant stakeholders at each stage
  • Ability to think strategically, above country, whilst focusing on delivering tangible solutions for countries
  • Excellent organisational and time management skills
  • Excellent planning and prioritisation skills
  • Ability to solve problems and be solution oriented
  • Ability to creatively look for alternate, compliant solutions as problems arise
  • Willingness to challenge 'status quo' and strive for delivering what's right for the business
  • Strong communication skills and ability to develop and deliver effective management presentations
  • Experience dealing with ambiguity, and the ability to thrive in a changing environment
  • Strong influencing and change management skills
  • Attention to detail with a strong focus on quality
  • Results driven, able to work under pressure, even in uncertain, changing environment; uses good judgment to make effective decisions within appropriate timelines and efficiently manages projects and resources
  • Availability for frequent travel internationally (~10%)

Requirements to be successful in this role:

  • Bachelor's Degree in business or related field is required. MBA desired.
  • Minimum 10 years of experience in driving the strategy, implementation and delivery of Pharmaceutical CRM Systems at an International / Global level, preferably Veeva and / or
  • Significant experience within the pharmaceutical industry, with a broad understanding of the industry across multiple regions
  • Understanding of, and experience with other Veeva / Salesforce nonCRM products
  • Experience with data management of various CRM systems including Master Data Management systems and processes
  • Significant Experience of managing external partner vendors
  • Understanding of Data Privacy rules and regulations
  • Omnichannel, customer journey and digital strategy experience desirable
  • Experience in improving operational systems, processes and efficiencies.
  • Strong project management skills with proven ability to manage large scale international implementation programmes with minimal need for supervision
  • Experience of driving CRM adoption and developing best practice for use in country
  • Strong knowledge of MS Office applications.

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