Customer Care, Ffe & Crm Manager (Spain & Portugal)

Zoetis Spain SL; Madrid; Presencial; EUR 40.000 - 80.000; Jornada completa

Descripción de la vacante

Una empresa innovadora en el sector de la salud animal busca un Gerente de Atención al Cliente y CRM para España y Portugal. Este rol es clave para mejorar la efectividad del equipo de ventas mediante la gestión de datos y la implementación de mejores prácticas en CRM. Se espera que el candidato tenga habilidades analíticas fuertes y experiencia en la industria farmacéutica. La posición ofrece un entorno colaborativo donde se valora la diversidad y el crecimiento personal. Si te apasiona el servicio al cliente y deseas marcar la diferencia en el sector, esta es tu oportunidad.

Formación

• Experiencia previa en gestión de FFE y CRM, preferentemente en la industria farmacéutica.
• Fluidez en español e inglés, el portugués es un plus.

Responsabilidades

• Liderar la efectividad de la fuerza de ventas y la gestión de CRM en los mercados asignados.
• Proporcionar análisis de datos para impulsar decisiones estratégicas.

Conocimientos

Gestión de datos

Excel avanzado

Actitud analítica

Herramientas de visualización de datos (ej. Tableau, Power BI)

Análisis estadístico

Fluidez en español e inglés

Proactividad

Orientación al cliente

Capacidad de análisis de datos

Ambición por aprender

Educación

Título en Economía o relacionado

Especialización en pharma

Herramientas

Power BI

Tableau

Descripción del empleo

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

Apply locations Madrid time type Full time posted on Posted Yesterday job requisition id JR00018018

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.

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.

Training and Qualifications :

• Economic degree or related.
• Specialization in pharma is considered a plus.
• Power BI expertise.

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.

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.