CRM Optimisation Specialist

MSD; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

MSD is seeking a CRM Optimisation Specialist to improve value, usability and adoption of CRM across head office and field teams, ensuring reliable data and customer-centric insights.

You will drive the CRM roadmap, deploy and optimise tools across markets, deliver training, and enforce data protection compliance while partnering with Marketing, Strategic Insights and IT.

Qualifications

• Experience with CRM development and system management in regulated environments.
• Strong communication, organisational and cross-functional collaboration skills.
• Knowledge of data protection and privacy laws in pharma.

Responsibilities

• Align CRM with digital marketing and field engagement to support customer journeys.
• Lead deployment, configuration and continuous optimisation of CRM tools across markets.
• Develop and deliver CRM training and adoption plans for staff.
• Maintain data integrity and ensure compliance with protection/privacy laws.

Skills

CRM development

Cross-functional collaboration

Data governance

Regulatory compliance

Stakeholder management

Training delivery

Analytical skills

Tools

Veeva CRM

Salesforce Health Cloud

Salesforce Marketing Cloud

Job description

Job Description Position Overview The CRM Optimisation Specialist is responsible for improving the value, usability and adoption of CRM across head office and field teams. The role supports reliable system use, accurate customer data, stronger customer focus and better use of CRM insights.

CRM Roadmap and Optimisation The role supports the ongoing development and implementation of the CRM roadmap, helping the business maximise the value of the CRM system and enable a more customer-focused approach with a 360-degree view of the customer.

Training, Support and Adoption A key focus of the role is to support CRM training for head office staff, provide practical guidance and drive CRM optimisation so users can apply the system consistently and effectively.

Key Responsibilities

Platform and System Management Align CRM systems with digital marketing, email and field-force engagement channels to support seamless customer journeys. Collaborate with Strategic Insights and Digital Human Health teams to deliver engagement and activity reporting, including SFIP and activity dashboards. Lead the deployment, configuration and continuous optimisation of CRM tools across regional or global markets. Support the Senior CRM Optimisation Lead to develop and deliver the CRM vision and roadmap, with a focus on future-proofing CRM and driving customer centricity. Support technical and process requirements, including structure, target and customer changes, ensuring updates are implemented and maintained within the system.

Omnichannel and Reporting Align CRM systems with digital marketing, email and field-force engagement channels to support seamless customer journeys. Collaborate with Strategic Insights and Digital Human Health teams to deliver engagement and activity reporting, including SFIP and activity dashboards.

Data Governance and Compliance Maintain data integrity, audience segmentation standards and compliance with pharmaceutical regulations. Understand CRM compliance requirements relating to data protection and privacy laws, and act in accordance with them when conducting CRM activities.

Stakeholder Engagement and Business Support Build strong relationships with key stakeholders to maintain an understanding of business priorities and customer requirements, including customer updates linked to evolving target audiences. Provide support to the business as required to ensure CRM initiatives are implemented effectively and efficiently, and deliver the intended objectives.

Training and User Support Develop and deliver a training and engagement plan in collaboration with the Senior CRM Optimisation Lead. Provide helpdesk support and guidance to ensure users can use the system effectively. Train internal teams on best practice, analytical tools and platform updates to increase user adoption.

Skills and Competencies Required

Good understanding of CRM development and system management in a regulated environment. Clear communication and strong interpersonal skills. Strong organisational skills, with attention to quality, accuracy and compliance. Collaborative mindset, with the ability to work effectively across cross-functional teams. Ability to take ownership of issues, resolve problems and elevate when appropriate. Ability to work effectively with customer-facing teams to support training and query resolution. Good understanding of CRM compliance, data protection and privacy laws. Strong business acumen, including the ability to work closely with the Senior CRM Optimisation Lead, Strategic Insights and commercial teams to optimise CRM use and manage system updates that respond to business needs. The CRM Optimisation Lead is expected to act in line with company policies, business practices and compliance guidelines. This includes maintaining appropriate standards for CRM activity, data protection and privacy.

Leadership Behaviours Required

Win as One Team Works seamlessly across Marketing, Medical, Data and Analytics, IT and Global teams to deliver and maintain a high-quality CRM system that meets business requirements and supports consistent operational excellence. Focus on What Matters Works with team members and key stakeholders to translate global strategy into clear UK plans that drive value and optimise the CRM system. Act with Urgency Accelerates adoption of new features, functionality and behaviours. Removes barriers to execution, responds quickly to new opportunities and customer needs, and works collaboratively with stakeholders to surface issues and drive timely decisions on system requests. Experiment, Learn and Adapt Champions a test-and-learn mindset, adapts quickly to different challenges and situations, encourages experimentation and operates effectively in a continually changing environment.

Experience Required

CRM and technology platforms: 3+ years’ experience working with CRM or commercial technology platforms, ideally within life sciences or pharmaceuticals. Technical platform knowledge: Strong familiarity with industry-standard platforms such as Veeva CRM, Salesforce Health Cloud or Salesforce Marketing Cloud. Commercial and compliance understanding: Good understanding of commercial operations, data privacy laws and pharmaceutical compliance requirements. Project and change leadership: Proven experience in project management, stakeholder engagement and change management.

Additional location(s)

Compensation Information:

Required Skills: Customer Centricity, Customer Engagement, Customer Management, Dashboard Reporting, Data Compliance, Data Protection Laws, Operational Acceptance Testing (OAT), Platform Management, Stakeholder Relationship Management, Training Delivery, Users Training

Employee Status: Regular Relocation: No relocation VISA Sponsorship: No 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: 10/24/2026 *A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.