CRM Solution Lead (Veeva)

Servier Group; Suresnes; Sur place; EUR 65 000 - 85 000; Plein temps

Résumé du poste

Servier Group is seeking a World Operations CRM Solution Lead in Suresnes, France. The role involves managing the Veeva CRM, leading improvements, and ensuring efficient omni-channel integration across global affiliates.

The ideal candidate will have over 5 years of experience in the pharmaceutical sector, particularly with Veeva CRM, and must be fluent in English. Responsibilities include cross-functional collaboration and enhancing digital strategy integration within the organization.

Qualifications

• 3+ years in the management of Veeva CRM and its core modules.
• 5+ years in Pharma or medical device industry.
• Ability to work without supervision and as a team player.

Responsabilités

• Manage planning, product evolution, and deployment of Veeva CRM.
• Promote harmonization across all affiliates with Veeva OpenData.
• Improve customer engagement through omni-channel strategies.

Connaissances

Fluent in oral and written English

Expert understanding of pharmaceutical industry

Excellent project management

Strong analytical and problem-solving skills

Formation

University degree or equivalent

Outils

Veeva CRM

Description du poste

The World Operations Excellence department has 3 key pillars, ‘Data & BI’, ‘Digital & Solutions’ and ‘Excellence Transformation’. Dedicated to driving excellence throughout World Operations by prioritizing access to data and digital technologies, globalizing successful local initiatives, and supporting the development of local capabilities to improve effectiveness and efficiency.

The ‘Digital & Solutions’ team represent World Operations in the development of our company omnichannel strategy and of relevant group IT solutions. This team collaborates with global and local stakeholders to leverage digital technologies in support of our strategy, optimizing deployment and ensuring local adoption.

The World Operations CRM Solution Lead will be the business owner of our existing CRM (Veeva) and will lead the ongoing improvement, development, and deployment in collaboration with affiliates and global departments. A key priority is to maximize the adoption of core functions, improve harmonization and ensure omnichannel integration.

Principal Accountabilities

Leadership & Management

• Business Owner of existing Veeva CRM. Manage planning, product evolution, system integration and deployment of the new CRM modules, coordinating multiple internal stakeholders and external providers.
• Management of Veeva OpenData and Veeva Link Key People deployment across all the affiliates of the group, promoting harmonization, in collaboration with DDSI (Digital, Data, and Information Systems) teams.
• Actively contributes to omni-channel acceleration among affiliates, improving customer engagement.
• Proactively collaborate with global World Operations team, affiliates (with Excellence Transformation Director and Regional Business Excellence), GPS (Global Product Strategy), GMPA (Global Medical & Patient Affairs) and DDIS (Digital, Data, and Information Systems) departments.
• Coordinate and lead Regular meetings with Affiliates: CRM Product Evolution Session, CRM Releases webinars, etc.
• Maintain the online ‘digital resource center’ with essential CRM project information, development/deployment road maps, testimonials, KPIs, launch guidance, technical docs
• Contribution to (among other) LPR (lean portfolio review), Omnichannel cross functional team, steering/working committees of transverse IT solutions impacting affiliates, ensuring coherence of our ecosystem.

Systems & Data

• Ensure coherence of CRM evolution within the global ecosystem, supporting the strategic and compliance requirements of all departments (including medical, legal, regulatory, compliance, data protection).
• Where possible, establish Data Governance by design within CRM and related solutions – Harmonization Management, Quality Management, Integration, Sharing Management and Security Management (including ARI/SPRITE process).

Results & Improvment

• Identify capability gaps and development areas, proposing training in coordination with Excellence Transformation Director and Regional Business Excellence experts.
• Evaluate, document and demonstrate the business impact of CRM related solutions.
• Continuously seek improvements to existing solutions and processes. Proactively evaluate internal use and external benchmarks / competitors. Proactively propose enhancements to systems and processes in accordance with evolving strategy.

General

• Promote World Operations Excellence to stakeholders within subsidiaries and across global departments.
• Assist with any ad hoc projects as deemed by Head or World Operations Excellence Director.

Qualifications & Experiences Required

Knowledge/ Academic Qualification

• University degree or equivalent.

Skills

• Fluent in oral and written English.
• Expert understanding of pharmaceutical industry and its digital ecosystems and regulation.
• Excellent project management, communication and presentations skills.
• Ability to adopt and embrace both global and affiliate mindset
• Strong analytical and problem-solving skills.

Experience

• 3+ years in the management of Veeva CRM and its core modules (affiliate and global experience preferred).
• 5+ years in Pharma or medical device industry.

Competency

• Professional, organised approach to all aspects of job.
• Ability to network and work cross-functionally.
• Ability to work without supervision.
• Team player.