Customer Operations Specialist Benelux

Zambon; Brussel; On-site; EUR 65,000 - 90,000; Full time

Job summary

Zambon Belgium SA is looking to reinforce its Brussels team with a Customer Operations Specialist Benelux. The role focuses on data, analytics, CRM and commercial excellence to drive growth in Belgium, Netherlands and Luxembourg.

You will manage IQVIA data updates, build Power BI dashboards, support CRM configuration, and collaborate with Sales and Marketing to translate business needs into digital plans that engage customers across channels.

Qualifications

• Bachelor’s or master’s degree in Business Administration, AI & Data Engineering, Applied Data Intelligence & Science, or a comparable field.
• At least 3 years’ experience in the pharmaceutical industry or FMCG, preferably with CRM, Power BI and multichannel tools.
• Fluent English; knowledge of French and/or Dutch is a plus.

Responsibilities

• Data & Analytics: ensure accurate customer and business data; IQVIA updates; build Power BI dashboards.
• CRM Support & Operations: act as local CRM contact; coordinate changes; document requirements.
• Sales Excellence & Collaboration: support tools and KPIs for Belgium and the Netherlands; provide market insights.

Skills

Power BI

CRM

Data analysis

Education

Bachelor’s or Master’s degree in Business Administration, AI & Data Engineering, Applied Data Intelligence & Science, or comparable field

Tools

CRM systems

Job description

Zambon is a multinational pharmaceutical and chemical company focused on innovation and development to improve people’s health and patients’ lives. Based on a valuable heritage but strongly focused on the future, its Purpose is “Advancing cure with care, opening health to life possibilities”. Zambon operates in the pharmaceutical and chemical business and is present in 20 countries with subsidiaries in three different Continents – Europe, America, and Asia – and over 2900 employees, with manufacturing units in Italy, Switzerland, France, China, and Brazil. Zambon products are commercialized in 84 countries. The company is working on treating specialties and rare diseases, such as Parkinson’s disease and Cystic Fibrosis, and is well-established in 3 therapeutic areas: respiratory, pain, and women’s care.

Role Overview and Responsabilities

Zambon Belgium SA is looking to reinforce its team with a 'Customer Operations Specialist Benelux' based in Brussels.

Your main responsibilities are:

Data & Analytics

• Ensure accurate, accessible customer and business data for management, Marketing and Sales, including monthly IQVIA updates across relevant systems and reports.
• Build and maintain simple Power BI dashboards and reports covering sales performance and sales force KPIs. Prepare basic data transformations and measures, configure visuals and filters, and validate data accuracy and refreshes using approved sources.
• Improve reporting and system integration, deliver ad hoc analyses, and escalated complex modelling or development to global teams or external providers.
• Analyse market trends, brand performance and the competitive landscape to support commercial planning and identify business opportunities.
• Work with Sales and Marketing to translate business objectives into digital and multichannel plans.
• Execute CRM-based campaigns, including approved emails and marketing automation, and integrate omnichannel activities into commercial plans to strengthen customer engagement.

CRM Support & Operations

• Act as the main local contact for CRM, OneKey and OCE queries, supporting internal teams, IQVIA and external providers, including processing orders from out-of-target pharmacies.
• Coordinate CRM technical interventions with Zambon Global and service providers, aligning priorities, scope, timing and business impact, and following delivery through to completion.
• Translate business needs into documented functional requirements, improvement proposals and acceptance criteria, and maintain a prioritised list of change requests.
• Coordinate and, where authorised, implement routine CRM configuration changes, report updates and minor fixes. Document and test changes, support deployment, and follow global change-control, security and data protection requirements.
• Provide first-line troubleshooting, resolve straightforward issues within assigned permissions, escalated complex incidents, and coordinate user testing and confirmation of resolution.
• Support Regulatory Affairs with reporting to authorities requiring customer, sales or stock data.

Sales Excellence & Collaboration

• Support standardised commercial tools and KPIs for sales teams in Belgium and the Netherlands.
• Help improve sales force efficiency through targeting, territory planning and performance tracking.
• Partner with Commercial, Marketing and Medical teams to understand customer needs and provide regular market and performance insights.

What we are looking for

Education & Experience

• Bachelor’s or master’s degree in Business Administration, AI & Data Engineering, Applied Data Intelligence & Science, or a comparable field.
• At least 3 years’ experience in the pharmaceutical industry or FMCG, preferably working with CRM systems, Power BI and digital or multichannel engagement tools.

Technical Skills

• Fluent English and knowledge of French and/or Dutch.
• Affinity with IT systems and practical CRM knowledge, including first-line troubleshooting, routine configuration and master data changes within assigned permissions.
• Ability to document incidents and business requirements, coordinate technical service providers and perform user acceptance testing.
• Hands‑on Power BI skills: independently build and maintain simple dashboards and reports using approved datasets, basic Power Query transformations, DAX measures, visuals and filters.
• Ability to validate data accuracy, check refresh status and recognise when specialist technical support is needed.
• Strong analytical skills, attention to data accuracy, and the ability to analyse markets and competitors.
• Project management capabilities and a practical, solution‑oriented approach to problem‑solving.
• Collaborative team player, comfortable working in a matrix environment.
• Adaptable and quick to learn, with the ability to work independently and take ownership.

We believe in a fair selection process based on skills and potential, ensuring equal opportunities for all individuals, regardless of gender, age, origin, orientation, or ability.