CRM Engagement Lead: Strategy, Multichannel & Data-Driven

Merck Sharp & Dohme Corp; Dubai; On-site; AED 180,000 - 300,000; Full time

Job summary

Merck Sharp & Dohme Corp in Dubai is seeking a strategic CRM Lead to drive customer engagement excellence across the GLE and KSA Clusters. This role owns the CRM ecosystem, leads a two-person team, and partners with Commercial, Marketing, Medical and Sales to optimize HCP engagement, field force effectiveness, and business performance.

The role requires strong leadership, data-driven decision making, and the ability to translate strategy into executable multichannel plans within Veeva CRM across

Qualifications

• 2+ years of experience in CRM, Business Operations, Sales Force Effectiveness, or Customer Engagement.
• Pharmaceutical industry experience preferred.
• Proven expertise in Salesforce, Veeva CRM, XPower, or similar CRM platforms.

Responsibilities

• Lead end-to-end customer engagement journey across channels and ensure high-quality HCP interactions.
• Define targeting and segmentation to maximize field force effectiveness and account allocations.
• Translate business strategy into executable multichannel plans (MCCP) within Veeva CRM across markets.
• Analyze CRM and customer data to generate actionable insights and drive performance improvements.
• Monitor KPIs related to call quality, coverage, frequency, adoption and productivity.

Skills

CRM expertise

Targeting & segmentation

Multichannel engagement

Stakeholder management

Education

Degree in Business/Marketing/IT/Data & Analytics

Tools

Salesforce

Veeva CRM

XPower

Job description

Merck Sharp & Dohme Corp in Dubai is seeking a strategic CRM Lead to drive customer engagement excellence across the GLE and KSA Clusters. This role owns the CRM ecosystem, leads a two-person team, and partners with Commercial, Marketing, Medical and Sales to optimize HCP engagement, field force effectiveness, and business performance.

The role requires strong leadership, data-driven decision making, and the ability to translate strategy into executable multichannel plans within Veeva CRM across