Customer Care, FFE & CRM Manager (Spain & Portugal)

Zoetis; Madrid; Presencial; EUR 35.000 - 65.000; Jornada completa

Descripción de la vacante

Una empresa innovadora busca un líder en gestión de CRM y FFE para sus operaciones en el sur de Europa. Este rol clave implica proporcionar soporte estratégico a los mercados español y portugués, asegurando la calidad de los datos y promoviendo las mejores prácticas. El candidato ideal tendrá una sólida experiencia en análisis de datos y habilidades en herramientas de visualización, además de un enfoque proactivo y orientado al cliente. Trabajarás en un entorno colaborativo, impulsando la efectividad del equipo y contribuyendo a la experiencia del cliente. Si te apasiona el sector farmacéutico y deseas marcar la diferencia, esta es tu oportunidad.

Formación

• Experiencia previa en gestión de FFE y CRM, preferiblemente en la industria farmacéutica.
• Capacidad para analizar datos y proponer soluciones efectivas.

Responsabilidades

• Liderar la efectividad de la fuerza de ventas y la gestión de CRM en mercados asignados.
• Realizar análisis de datos para identificar tendencias y apoyar decisiones estratégicas.

Conocimientos

Gestión de datos

Excel avanzado

Análisis estadístico

Visualización de datos (Tableau, Power BI)

Fluidez en inglés

Proactividad

Orientación al cliente

Resolución de problemas

Educación

Título en Economía o relacionado

Especialización en farmacéutica

Herramientas

Power BI

Sistemas de bases de datos

Descripción del empleo

Role Description

The position is part of the Southern Europe Commercial Operations & Customer Care Team, reporting to the Commercial Effectiveness Manager SEC.

The purpose of this role is to provide the appropriate support to the Spanish and Portuguese markets in terms of CRM and FFE to drive improved field force effectiveness by ensuring high-quality data in our systems on time and providing strategic advice on FFE best practices based on analysis and monitoring of the FFE KPIs.

The role is also the ambassador for the SEC Customer Care strategy in the assigned markets, in alignment with the Customer Care Transformation, CRM and Field Force Effectiveness Manager guidelines.

This role needs to be influential and an advocate for the use of the best practice, inspiring to aim to excel and ensure maintain the highest level of support in the Customer Care, CRM and FFE daily activities across the businesses.

Previous experience in a similar role in a multinational pharmaceutical environment is preferred.

This position will be based in Madrid, Spain.

POSITION RESPONSIBILITIES / Activities

• Field Force Effectiveness (FFE) and CRM lead for the assigned Markets.
• Manage and ensure the correct implementation of all Field Sales tools designed to increase the effectiveness of the Field Force (FF), aligned with Southern Europe Cluster and International guidelines.
• Provide analytic support and interpret sales force data/insights into recommendations/inputs to business senior leads.
• Conduct detailed data analysis to identify trends, patterns, and insights that drive strategic decisions.
• Build, develop and maintain dashboards and reports to monitor key performance indicators (KPIs) and FFE metrics.
• Provide CRM system and other FFE tools with day-to-day and technical support to the business in Spain, also supporting issue resolution.
• Maintain operational relationship with the CoE.
• Ensure the UAT testing of all new deployments for the FFE/CRM tools in alignment with the CoE and the Commercial Effectiveness Manager SEC.
• Deliver training to the field-based and head office colleagues on using the platforms and maintaining training materials.
• Define and maintain data quality, ensuring data governance of local data sets, identifying data quality issues, and providing potential solutions to resolve them.
• Manage customer segmentation and ensure correct targeting, frequency, and coverage.
• Strategically support the Business in increasing the optimization of the sales force territories and capabilities.
• Works with the Country leadership teams and the field force to ensure that activities implemented in the assigned markets support the provision of best-in-class customer experience and sales.
• Work in constant partnership with internal stakeholders, ZTD and CoE. Nurture productive relationships built on a common goal of customer obsession and commercial success.
• Review and discuss with BUD, ABM, FF team, Marketing Team, Customer service team, Comm. Ops. Members KPI concerning FFE, providing insights and suggesting corrective actions.
• Take care of all activities related to data management.
• Lead the adoption of the SEC Customer Care strategy within the assigned markets, ensuring that all departments consistently apply it.
• Analyze, review, and share Customer satisfaction KPIs, promoting the collection and review of qualitative feedback received from customers to provide actionable insights in alignment with the Customer Care Transformation, CRM, and Field Force Effectiveness Manager.

Key Skills:

• Relevant data management and reporting skills.
• Advanced Excel and database systems.
• Strong analytical attitude.
• Proficiency in data visualization tools (e.g., Tableau, Power BI) to present data insights effectively.
• Experience with statistical analysis and modeling techniques is considered a plus.
• Fluent in Spanish and in English - Portuguese is considered as a plus.
• Proactivity and problem-solving attitude.
• Ability to analyze data and KPI’s from multiple sources and propose solution.
• Sales focus and customer oriented.
• Ambition to learn and growth.

Behaviours:

Our Colleagues make the difference

• Keep your skills sharp.
• Be an ambassador for our solutions - know them inside and out and continue to learn.
• Harness the momentum from success and the learnings from failure. Use it to drive the team and organization forward.

Always do the right thing

• Promote a culture of doing right by the customer; sell responsibly and respectfully.
• Help build the reputation of our brand by understanding and supporting the things that we stand for.

Customer obsessed

• Encourage detailed and genuine interest and respect for the businesses of our customers.
• Establish effective and lasting relationships with customers that build loyalty to our brand.

Run it like you own it

• Focus yourself; focus the team on commercial success. Always find every opportunity for incremental improvement - in sales performance, in behaviors, in processes, systems and ways of working.
• Develop motivated, positive and empowered individuals and bring them together in a high performing team.

We are one Zoetis

• Empower decision making in others. Unlock the potential that exists in the team and grow it. Give the team timely information and support that helps them to deliver their role.

Training and Qualifications:

• Economic degree or related.
• Specialization in pharma is considered a plus.
• Certified excel/ database level highly desirable.
• Power BI expertise.
• English proficiency (B2 min. req.).

Experience:

• Previous experience in FFE and CRM management role, ideally within pharma/veterinary industry or similar.
• Exposure to international and fast changing environments.
• Communication and Influencing skills track record.

Travel requirements: Low frequency of travel

About Zoetis

At Zoetis we are passionate about our customers and the animals in their care. We discover, develop and manufacture the world's most innovative and effective products for animal health-medicines, vaccines, diagnostics, genetic tests, biodevices-and we are creating the next generation of integrated solutions and services to support this evolving industry. We know our people drive our success. Our colleagues are proud of our company culture and the meaningful role we play in caring for animals. The Zoetis Core Beliefs define the commitments we make to our colleagues, customers and stakeholders every day. They have guided the creation of our award-winning workplace and our proud position as a leading partner of choice in animal health.

Diversity, Equity & Inclusion

Our Colleagues Make the Difference, and we know their differences make Zoetis stronger. We strive to create an environment where each colleague feels valued and cared for and where we can be our best every day. Our Diversity, Equity & Inclusion (DE&I) focus and commitment begins with our leadership team of diverse backgrounds, experiences and ethnicities (50% of our executive team members are women), and it is demonstrated in our support of our colleagues and industry. Our Diversity, Equity & Inclusion Council, representing colleagues across locations, functions and communities, serve as ambassadors and champions for DE&I initiatives. In addition to the Diversity, Equity & Inclusion Council, Zoetis has six colleague resource groups that bring together colleagues who share similar backgrounds, experiences, or interests and work together toward goals aligned with our strategic business priorities.

Our commitment to advancing Diversity, Equity and Inclusion has earned us recognitions as a Best Place to Work for LGBTQ Equality, a 100 Best Company for Working Mothers, a Top Company for Executive Women, among many others.

For animals. For health. For you.