Manager CRM

4 weeks ago

Bengaluru, India Novo Nordisk AS Full time

Department – Customer Engagement

Are you ready to take on a leadership role in managing CRM operations and leveraging CRM & Data Science capabilities? Do you have experience in driving customer engagement platforms and data management strategies? If so, we have an exciting opportunity for you to join our team as a Manager CRM & Data Science. Read on to learn more and apply today for a life-changing career.

The position

As a Manager CRM & Data Science, you will be responsible for managing CRM operations in our India affiliate and leveraging CRM & Data Science capabilities in line with the organizational strategy of Future Frontline Customer Engagement. You will be managing Customer engagement platform operations and driving best in class Customer engagement platforms' Adoption across the affiliate and maintain existing channels within Customer engagement platforms and enable newer channels integration with Customer engagement platforms. Close collaboration with Marketing teams to ensure asset management within Customer engagement platforms, MCE teams to ensure Customer engagement platforms is leveraged in driving effective HCP engagement journeys across affiliate, with P&O teams to drive effective Coaching methodologies using Customer engagement platforms and partner with regional teams and contribute to the continuous maturity of Customer engagement platforms system. Your key tasks will include:

Ownership of Commercial data foundation within Customer Engagement department and of Master data across Customer engagement platforms. Manage Master Data Management solution and maintain Customer Golden cards and overall Customer master data quality across Customer Engagement Platforms. Ensure seamless data integration, own and manage Data Governance across Customer engagement platforms. Identify key business processes like across Sales, medical, market access & marketing functions and accommodate within CRM in line with the Organization’s CRM Strategy. Identify opportunities for improvement and optimize/re-design the processes accordingly to fit the new ways of working and drive Change management around the new ways of working within commercial organization.

Moreover, your key tasks will include Data Science & Advanced Analytics. You will collaborate cross-functionally and understand Problem statements. Ideate, implement, deliver and drive adoption of Advanced Analytics Projects leveraging Data Science capabilities & Visualization tools. Drive Next Best Actions across the organization with help of Frontline excellence teams. Contribute in Content innovation projects by close collaboration with Multichannel & Marketing teams. Drive ROI projects together with Strategy & BI, Marketing teams.

You will also be responsible for People Management such as:-

Lead a team of Customer engagement platform leads, Data Visualization experts and Data Scientists and operational support professionals. Coach and mentor direct reportees. Ensure Competency building & Upskilling of the team members. Facilitate Individual Development Plans for the team members.

Qualifications

Master’s degree in Business Administration or MBA. 5+ years of experience in the pharmaceutical industry. Knowledge of pharmaceutical sales, marketing, medical, and market access functions. Hands-on experience within SFE/SFA functions is mandatory. 2+ years of direct people management experience. 3+ years of experience in CRM roll-out & operations and driving adoption with a focus on business transformation. Documented project management experience. Experience with business process definition, optimization, and reengineering. Experience with Veeva CRM and/or IQVIA OCE Sales and/or Salesforce (certification a plus). Experience in handling end-end Data Science projects within commercial space is an advantage. Experience with designing key operational metrics and performance indicators used to manage implementation of new CRM systems in the pharmaceutical industry. Experience with driving change management, communication, and training for large business transformation initiatives.

About the department

Novo Nordisk is a Denmark based multinational with leadership in diabetes. Novo Nordisk India affiliate office is located in Bangalore & has more than 1400 people working across the country in various functions. CRM & data Science Manager reports directly to the Director – Customer Engagement.

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