Customer Engagement Platforms Lead

4 days ago

Bengaluru, Karnataka, India Novo Nordisk Full time
Job Description

Job description

Bangalore, India

Job category

Commercial Marketing

DepartmentCustomer Relationship Management (CRM)

We are looking for an experienced Customer Engagement Platforms Lead to support the fast-growing Indian affiliate. India is one of the fastest growing economies in the world and is also one of the most dynamic and complex market in the Region APAC (Asia Pacific). While it offers unique opportunities for impacting the business, it will also support in accelerating your personal development. Apply now

The position

As a Customer Engagement Platforms Lead you will be responsible for the operations of new platform which will be a key enabler for field force engagement and for the other functions including medical, market access and marketing as an integrated CRM system. Ownership of Commercial Data Platform which integrates all Customer Engagement data and Commercial data. Data Stewardship and maintain MDM solution to manage HCP golden card and ensure seamless data integration across platforms. Work on identifying data, system gaps and actively work with Go-Cart team to mitigate the gaps by initiating short-term projects. Closely collaborate with commercial effectiveness teams in the affiliates for day-day operational needs and process development of the new CRM platform. Will be responsible for driving continued adoption of the systems and business processes alignment. Furthermore, you will be responsible for

- Support the new customer engagement journey within India in collaboration with MCE/Marketing/Medical/Market Access units.
- Define Drive Operational governance for Customer Engagement Platforms data in collaboration with Cross-Functions.
- Close collaboration with Digital Data IT teams in maintaining existing systems and identifying future use cases for maturity of Customer Engagement platform ecosystem.
- Ensure the effective training and capability buildings within the organization around CRM, for affiliate teams.
- Engage with stakeholders across India to anchor new processes and competencies.

You will champion the continued improvement of the system and business processes to drive continuous process alignment, partnering with affiliates (cross-functional teams) to understand and manage needs which includes process ownership and governance.

Qualifications

- B.Tech or Degree in Computer Science, or a related quantitative field.
- Hands-on experience with Admin Operations around Salesforce based CRM tools like IQVIA OCE with a good knowledge.
- Good understanding of Salesforce (OCE) data model.
- Excellent analytical and problem-solving skills and ability to work with copious amounts of information to see bigger picture .
- Passion, drive and confidence to work within technical and business teams in a collaborative, creative way.
- Extensive experience in developing intuitive and attractive, static and interactive data visualizations using both internal company datasets and external datasets.
- Knowledge of graphics and visualization tools such as Adobe CS 5 Suite incl. Illustrator, Photoshop, InDesign, Flash etc.
- Good understanding of database design, modelling for data warehouse.
- Good understanding of Scripting (PL SQL, stored procedure etc.).
- Exposure to Python or R would be an added advantage.

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