CRM Business analyst
Remote
Contract/Permanent
Core Responsibilities
- Serve as regional ambassadors for CRM excellence, representing business functions (Commercial, Medical, Events, Market Access) across multiple mid-size markets.
- Lead CRM utilization and adoption programs, focusing on call planning, targeting, sampling, and digital engagement efficiency.
- Capture, consolidate, and channel Voice of Customer (VoC) inputs from field users, identifying patterns, pain points, and enhancement opportunities.
- Partner with functional CRM Leads to translate business insights into CRM enhancements, workflows, and configuration updates.
- Ensure CRM dashboards and KPIs are aligned with performance objectives such as call coverage, engagement frequency, and compliance tracking.
- Support training and onboarding of new field users to drive system literacy and consistent best practices.
- Facilitate cross-market knowledge sharing, harmonizing successful use cases and process improvements across countries.
- Participate in regional governance forums to represent market-level feedback and propose enhancements.
Experience & Competency Expectations
- Experience: 10–12 years in Commercial Excellence, Medical excellence, events excellence, Field Force operations within life sciences.
- Functional Knowledge: Strong familiarity with CRM platforms (e.g., Veeva, Salesforce) and related field execution modules (call planning, sampling, multichannel tracking).
- Analytical Skills: Ability to interpret CRM data and reports to drive actionable insights.
- Communication: Excellent stakeholder management and presentation skills; capable of bridging operational and strategic perspectives.
- Mindset: Business-oriented, proactive, and collaborative, with an ability to influence across countries and functions.
Success Metrics
- Improvement in CRM adoption and data quality metrics.
- Reduction in user-reported issues related to process ambiguity.
- Increased cross-market alignment of KPIs and workflows.
- Positive feedback from field users and OpCo stakeholders on CRM support experience.