CRM & Interactions Lead

Remotedxb; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

Remotedxb in Dubai is seeking a CRM professional to lead end-to-end customer engagement across channels. You will own targeting and segmentation to maximize field force effectiveness, and drive multichannel cycle planning within Veeva CRM.

You will analyze CRM data for actionable insights, define KPIs for call quality and productivity, and manage two CRM professionals while maintaining governance and IT-aligned stability.

Qualifications

• 2+ years of experience in CRM, Business Operations, SFE, or Customer Engagement.
• Degree in Business, Marketing, IT, Data & Analytics, or a related field.
• Proven expertise in Salesforce, Veeva CRM, XPower, or similar platforms.
• Strong understanding of multichannel engagement and sales force optimization.
• Experience managing projects and stakeholders across multiple markets.

Responsibilities

• Lead end-to-end customer engagement journey for HCP interactions across channels.
• Own targeting and segmentation to maximize field force effectiveness.
• Lead multichannel cycle planning within Veeva CRM.
• Analyze CRM data to generate actionable insights.
• Define and optimize sales force KPIs related to call quality, coverage, and productivity.
• Manage and develop a team of two CRM professionals.
• Maintain the market CRM and SFE governance framework and operating model.
• Support training, onboarding, and system stability with IT.

Skills

CRM strategy

Stakeholder management

Team leadership

Data-driven decision making

Education

Bachelor's degree in Business/Marketing/IT/Data & Analytics

Tools

Salesforce

Veeva CRM

XPower

Job description

Responsibilities

• Lead the end-to-end customer engagement journey for HCP interactions across channels
• Own targeting and segmentation processes to maximize field force effectiveness
• Lead multichannel cycle planning (MCCP) within Veeva CRM
• Analyze CRM and customer interaction data to generate actionable insights
• Define and optimize sales force KPIs related to call quality, coverage, and productivity
• Manage and develop a team of two CRM professionals
• Maintain the market CRM and SFE governance framework and operating model
• Support training, onboarding, and system stability in coordination with IT

Requirements

• 2+ years of experience in CRM, Business Operations, Sales Force Effectiveness, or Customer Engagement
• Degree in Business, Marketing, IT, Data & Analytics, or a related field
• Proven expertise in Salesforce, Veeva CRM, XPower, or similar platforms
• Strong understanding of multichannel engagement and sales force optimization
• Experience managing projects and stakeholders across multiple markets

About the Company

Merck Sharp & Dohme is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products, dedicated to innovation and global healthcare milestones.