CRM & Interactions Lead – GLEKSA Cluster

MSD; Dubai; Hybrid; AED 335,000 - 603,000; Full time

Job summary

MSD is seeking a CRM & Interactions Lead for the GLE/KSA Cluster. The role focuses on strategic CRM governance, data-driven insights, and cross-functional collaboration to elevate HCP engagement and field force effectiveness.

You will lead two CRM professionals and partner with Marketing, Medical, and Sales teams. The position emphasizes multichannel planning within Veeva CRM, data analytics, and governance across markets, with hybrid work arrangements and a focus on compliant, impactful

Qualifications

• 2 years of experience in CRM Business Operations, Sales Force Effectiveness, or Customer Engagement.
• Degree in Business, Marketing, IT, Data & Analytics or related field preferred.
• Pharmaceutical industry experience preferred.
• Proven expertise with 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.

Responsibilities

• Lead end-to-end customer engagement journey across channels with compliant, impactful HCP interactions.
• Own targeting and segmentation to maximize field force effectiveness.
• Lead multichannel cycle planning (MCCP) translating strategy into plans within Veeva CRM.
• Analyze CRM data to identify opportunities and drive performance improvements.
• Define, monitor, and optimize sales force KPIs related to call quality, coverage, frequency, and productivity.
• Lead and develop a team of two CRM professionals and drive cross-functional collaboration.
• Ensure governance per local and company SOPs for HCP interactions.

Skills

CRM Expertise

Stakeholder Management

Data Analysis

Strategic Thinking

Education

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

Tools

Salesforce

Veeva CRM

XPower

Job description

Job Description

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

About the Role

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

Preferred Skills:

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

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