CRM & Business Support Associate Manager

Sobi; Dubai; On-site; AED 120,000 - 200,000; Full time

Job summary

A global biopharmaceutical company is seeking a CRM Specialist to manage automated solutions for Customer Relationship Management. The role involves training teams, analyzing data to support marketing, and ensuring data accuracy in the CRM system. Candidates should have university-level education in related fields and 5-7 years of experience in a multinational environment. This position offers a full-time employment contract based in Dubai.

Benefits

Competitive benefits package

Opportunity for career development

Qualifications

• Experience in a similar CRM or business support role.
• Strong understanding of pharmaceutical regulations.
• Fluency in English and Arabic.

Responsibilities

• Manage automated solutions for Customer Relationship Management.
• Generate sales and marketing reports for analysis.
• Train Field Force on the use of CRM systems.

Skills

Advanced communication skills

Excellent negotiation and people skills

Ability to analyze complex data

Proficiency with MS Office and data analysis tools

Highly organized

Collaborative mindset

Project management skills

Education

University-level education in life sciences, Pharmacy, Economics, Business

Minimum 5-7 years experience in a multinational organization

Tools

Salesforce

Veeva CRM

Job description

Overview

The CRM specialist will be responsible for supporting and managing automated solutions to facilitate Customer Relationship Management within the organization. This includes managing the software tool, subsequent enhancements and upgrades, developing and maintaining materials associated with the solution such as Standard Operating Procedures, User Manuals, Training Materials and Records. Deliver, launch, refresher and new user training as required. Create analytical reports from the data for management to support business decisions and monitor predefined KPIs. Manage the day-to-day administration of the system which will be used as a customer and account database and will record and monitor all customer-facing activities. The day-to-day management includes ensuring all data within the system is current and providing support for system users (except for IT related issues).

This role is critical in ensuring accuracy and integrity of the CRM process and system in collaboration with the commercial teams. CRM role responsibilities include using CRM software to store HCP data, personalizing marketing messages, managing product launches and tracking patient feedback to improve engagement and sales. CRM Operations will support sustained attention to the evolving needs of the CRM system, ensuring optimal performance and ongoing improvements. As part of the business support scope this role involves working on special commercial projects and acting as a project support manager coordinating commercial team activities and facilitating communication between internal teams and external partners while ensuring alignment with MEANT scorecard. Lead process optimization and streamline workflows to drive efficiency and improve cross-functional collaboration where needed.

Key Responsibilities

HCP-Focused CRM:

• Develop and maintain detailed profiles of HCPs to tailor communications, share relevant product information and build trust.

Data Management:

• Act as a point-of-resource for KAMs and MSMs relating to CRM software and ensure granting and maintaining user access to the CRM system to ensure accurate and up-to-date customer data.

Data Collection:

• Systematically collect and store vast amounts of patient and HCP data from various interaction points.

Data Analysis:

• Analyze customer data to understand patient behaviors and preferences which informs targeted marketing campaigns and product development while ensuring data accuracy and reliability in the CRM.

Reporting & Governance:

• Generate sales and marketing reports to analyze sales performance, customer engagement and market trends.
• Optimize spend allocation and improve campaign effectiveness across channels.
• Customize monthly standardized reports according to predefined KPIs, formulate recommendations, develop and deliver presentations.
• Deliver ad hoc analyses and reports for management.

Sales Excellence:

• Ensure sales excellence activities are managed effectively and information is aligned between CRM and other Power BI tools.

Segmentation & Account Mapping:

• Maintain and adapt segmentation and targeting models to align with current business needs.
• Assist Commercial Excellence with territory alignment, target optimization, segmentation, cycle planning, call targets and development.

Training and Coaching:

• Train Field Force in their field of expertise. Train Product Specialists, KAMs, FLMs, KAMs and MSLs on use of reporting system and deliver day-to-day support (Help Desk / Central email, etc.).
• Support training and onboarding of team members on CRM best practices and procedures.
• Design and deliver CRM functional capability programs in collaboration with HR to ensure full utilization of the system and adherence to SOP.
• Organize monthly QTQ meetings and follow up with FLMs.

Business Support:

• Lead process optimization and streamline workflows to drive efficiency and improve cross-functional collaboration based on assigned projects or processes.
• Acting as a project support manager coordinating commercial team activities and facilitating communication between internal teams and external partners while ensuring alignment with MEANT scorecard.
• Liaise/coordinate with Supply, Regulatory, Commercial, Medical, Finance & Compliance teams to ensure product shipments adhere to industry regulations, timelines and guidelines.
• Monitor competitive activities and market trends within the biopharmaceutical landscape.

Qualifications

Education/Work experience

• University-level education in life sciences, Pharmacy, Economics, Business or related field.
• Expertise in MS Office applications.
• Experience in similar role as CRM or business support, ideally knowledge of sales force automation/database systems.
• Knowledge of pharmaceutical industry is an advantage, healthcare sales/marketing or logistics.
• Minimum 5-7 years experience in a multinational organization role working in matrix organization.
• Strong understanding of pharmaceutical regulations, compliance and industry standards.
• Experience with CRM systems (e.g. Salesforce, Veeva CRM) and data management.

Skills/Knowledge

• Advanced communication skills.
• Excellent negotiation and people skills.
• Ability to analyze complex data, prepare reports and develop insights.
• Proficiency with MS Office and data analysis tools.
• Highly organized with the ability to manage multiple projects simultaneously.
• Collaborative and growth mindset.
• Project management skills.

Personal Attributes

• Demonstration of Sobi values (Care, Ownership, Urgency, Partnership, Ambition).

Languages

• Fluency in English and Arabic.

Additional Information :

All Sobi employees need to demonstrate behaviors in line with Sobi’s core values: Care, Ambition, Urgency, Ownership and Partnership. Are you ready to be on the Sobi team? Come join a culture that empowers every person to be the person that makes a difference for rare disease.

Why Join Us

We are a global company with over 1700 employees in more than 30 countries and are committed to the societies where we operate. With a deeply skilled management team directing our day-to-day wins and a Board with a stellar track record, we are ready to take on the worlds diseases and adversity. Our people believe they have the power to make a positive impact in others’ lives because that’s what we do here. We offer a competitive benefits package to support the health and happiness of our staff.

Remote Work :

No

Employment Type :

Full-time