CRM & Interactions Lead – GLE/KSA Cluster

MSD Gulf; Dubai; Hybrid; AED 320,000 - 520,000; Full time

Benefits offered by this job

Hybrid work model

Job summary

MSD Gulf is seeking a CRM & Interactions Lead to drive customer engagement excellence across the GLE and KSA clusters. You will own the CRM ecosystem, lead two direct reports, and partner with Commercial, Marketing, Medical, and Sales to optimize HCP engagement and field force effectiveness.

The role requires 2+ years in CRM or related fields, experience with Salesforce/Veeva CRM, and a data-driven mindset to deliver improved business performance.

Qualifications

• 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 (preferred).
• 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 for HCPs.
• Own targeting and segmentation to maximize field force effectiveness.
• Lead multichannel cycle planning within Veeva CRM across markets.
• Analyze CRM data to identify opportunities and drive performance improvements.
• Define and monitor sales force KPIs related to call quality and productivity.
• Develop and lead a team of CRM professionals; drive cross-functional collaboration.
• Ensure governance per SOPs for HCP interactions.

Skills

CRM Strategy

Multichannel Engagement

Data Analysis

Leadership

Cross-functional Collaboration

Education

Degree in Business/Marketing/IT/Data & Analytics or related field

Tools

Salesforce

Veeva CRM

XPower

Job description

CRM & Interactions Lead (Specialist, Data Analysis) – GLE/KSA Cluster

We are looking for a strategic and execution-focused CRM Lead to drive customer engagement excellence across the GLE and KSA Clusters. This role will own the CRM ecosystem, lead a team of two direct reports, and partner closely with Commercial, Marketing, Medical, and Sales teams to optimize HCP engagement, field force effectiveness, and business performance.

Key Responsibilities

• Lead the end-to-end customer engagement journey, ensuring high-quality, compliant, and impactful HCP interactions across channels.
• Own the targeting and segmentation process, defining customer segments and account allocations to maximize field force effectiveness.
• Lead multichannel cycle planning (MCCP), translating business strategy into executable plans within Veeva CRM across markets.
• Analyze CRM and customer interaction data to identify opportunities, generate actionable insights, and drive performance improvements.
• Define, monitor, and optimize sales force KPIs related to call quality, coverage, frequency, adoption, and productivity.
• Lead and develop a team of two CRM professionals while driving cross-functional collaboration across the organization.
• Ensure compliant governance as per local and company SOPs with regards to HCP interactions
• Governance and strategy Maintain and evolve the market CRM and SFE governance framework, standards, and operating model. Represent market needs in regional forums and translate market requirements into harmonized enhancements and user stories.
• Operations and enablement Execute day-to-day operational tasks in the market and support execution excellence. Support training and onboarding, act as the escalation point for CRM queries, and monitor system stability in coordination with IT, regional and global support teams.

Qualifications & Experience

• 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 (preferred)
• Pharmaceutical industry experience preferred.
• Proven expertise in Salesforce, Veeva CRM, XPower, or similar CRM platforms.
• Strong understanding of targeting, segmentation, multichannel engagement, and sales force optimization.
• Experience managing projects and stakeholders across multiple markets.

Key Competencies

• CRM & Customer Engagement Expertise
• Strategic Thinking
• Strong Communication & Influencing Skills
• Analytical & Insight-Driven Mindset
• Detail-Oriented with High Execution Excellence
• Team Leadership & Stakeholder Management
• Proactive & Solution-Oriented Mindset
• High attention to data quality, compliance, and detail.

Required Skills

• Business Operations
• Cross-Functional Collaboration
• Customer Engagement
• Data Analysis
• Data Modeling
• Data Visualization
• Measurement Analysis
• Sales Force Effectiveness
• Solution-Oriented
• Veeva CRM

Employee Status

Regular

Relocation

No relocation

VISA Sponsorship

Yes

Travel Requirements

No Travel Required

Flexible Work Arrangements

Hybrid

Shift

Not Indicated

Valid Driving License

No

Hazardous Material(s)

n/a

Job Posting End Date

08/31/2026

• A job posting is effective until 11 59 59PM on the day BEFORE the listed job posting end date.