Associate - CRM Expert

Orion Pharma; Mumbai; On-site; INR 600,000 - 900,000; Full time

Job summary

Orion Pharma in Mumbai seeks a CRM administrator to keep CRM data current and provide timely support to key users. You will work with local Sales managers and the global CRM core team to drive value through efficient CRM usage and data-driven development.

The role involves local admin tasks, troubleshooting, creating training materials, and tailoring reports (Power BI) for local use. Fluency in English and experience with cloud-based Customer Engagement platforms are expected.

Qualifications

• Experience on cloud-based Customer Engagement platforms (CRM) and in pharmaceutical context is a plus.
• Strong data analysis and reporting skills, with ability to translate requirements into technical solutions.
• Ownership, initiative and ability to work with cross-functional stakeholders across countries.
• Fluency in English.

Responsibilities

• Support the country sales and marketing team key users in day-to-day CRM activities and act as the local business admin across multiple Countries.
• Perform local level admin and configuration tasks, troubleshooting and bug fixing issues across the platforms and associated integrations and change requests.
• Act as SME for CRM, digital asset management and marketing automation related technical and business operations topics.
• Create training materials to support end-user adoption
• Assess, monitor and continuously drive user adoption towards CRM and agreed ways of working, and promote digital customer engagement.
• Tailor CRM (and Power BI) reports for local use, identify and resolve data anomalies, maintaining high data integrity
• Enable and support tracking of key metrics for commercial and medical excellence
• Contribute and implement applicable business rules within the systems, in cross-functional collaboration with Sales, marketing and medical teams
• Contribute to the rollout of customer engagement platform capabilities across multiple Countries, and support business objective realization through unified processes and associated data
• Identify and implement improvements to streamline operations and enhance efficiency.
• Support the business stakeholders in e.g. segmentation targeting exercises and their implementation and adoption within the applicable platforms

Skills

CRM administration

Data analysis

Power BI

Veeva CRM

Team collaboration

English fluency

Tools

Veeva CRM

Power BI

Job description

Your role

In this role, you focus on ensuring that CRM data is always up-to-date and key users receive timely support. You work closely with the local Sales managers and global CRM core team to ensure value creation through efficient CRM usage. You play a key role in enabling data-driven development and supporting countries in using CRM

Key responsibilities

• Support the country sales and marketing team key users in day-to-day Veeva CRM activities and act as the local business admin across multiple Countries.
• Perform local level admin and configuration tasks, troubleshooting and bug fixing issues across the platforms and associated integrations and change requests.
• Act as SME for CRM, digital asset management and marketing automation related technical and business operations topics.
• Create training materials to support end-user adoption
• Assess, monitor and continuously drive user adoption towards CRM and agreed ways of working, and promote digital customer engagement.
• Tailor CRM (and Power BI) reports for local use, identify and resolve data anomalies, maintaining high data integrity
• Enable and support tracking of key metrics for commercial and medical excellence
• Contribute and implement applicable business rules within the systems, in cross-functional collaboration with Sales, marketing and medical teams
• Contribute to the rollout of customer engagement platform capabilities across multiple Countries, and support business objective realization through unified processes and associated data
• Identify and implement improvements to streamline operations and enhance efficiency.
• Support the business stakeholders in e.g. segmentation targeting exercises and their implementation and adoption within the applicable platforms

What we expect

• Applicable education with minimum of 3-5 years of operational / technical experience on cloud-based Customer Engagement platforms / systems. Knowledge on pharmaceutical industry specific solutions considered advantage.
• Good understanding of the Customer Engagement processes and how systems and platforms can support them in a multiple Country level setting
• Prior experience on Country or global CRM business admin role would be of added value
• Business analysis and analytical capabilities. Ability to understand business requirements and translate them into technical solutions.
• Applicable data, analytics and reporting skills to drive decisions and improve processes.
• Ownership, initiative and drive. You take accountability of the issues that occur and you are motivated to solve problems and seeing the results of your work in effective use
• Team and business first mindset, ability to work, collaborate and communicate effectively with various cross-functional stakeholders to achieve common goals
• Fluency in English language

What we offer

• A key role in rolling out Veeva CRM across different markets
• Opportunity to work across global GxCH business and gain understanding on the dynamics of multiple Pharma markets
• Collaborative and international working environment
• Flexible and development-focused workplace