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Job Reference:
5aa4be9e13e5
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6
Posted:
23.01.2025
Expiry Date:
09.03.2025
Job Description:
Job Summary
The Digital Technology (DT) CRM Technical expert & Architect will be responsible for overseeing the implementation, architecture & evolution of the Veeva CRM system within the organization. This role involves collaborating with various departments to ensure the CRM system meets business needs and enhances customer engagement.
• The DT lead would be part of a CRM technology team working closely with an implementation vendor as well as an operational excellence group.
• Help guide the development team to provide a good & sustainable product for our stakeholders.
Major Accountabilities/Responsibilities
• Manage Veeva CRM: Oversee the day-to-day operations of the Veeva CRM system, ensuring it is effectively utilized across the organization.
• System Evolution: Lead the continuous improvement and evolution of the Veeva CRM system to meet changing business requirements, including driving the CRM migration transition planned in the coming 2-3 years.
• Architecture ownership: Ensure the CRM Architecture is well thought of and designed to enable a well-connected & future-proof landscape, critical as the CRM is heavily embedded in all UCB commercial operations.
• Project Management: Plan, execute, and manage CRM-related projects, ensuring they are completed on time, within scope, and within budget.
• Stakeholder Collaboration: Work closely with stakeholders from different departments, including marketing, sales, and IT, to gather requirements and ensure the CRM system supports their needs.
• Technical Leadership: Provide technical guidance and support to the CRM team, ensuring best practices are followed and technical issues are resolved promptly.
• Data Management: Ensure the integrity and accuracy of CRM data, implementing data governance practices as needed.
• Vendor Management: Liaise with CRM and Implementation vendors to manage projects, system updates, troubleshoot issues, and implement new features.
• Architecture: Ensure an integrated 360-degree view of healthcare professionals (HCPs) and that all channels are well integrated within the CRM.
• Guide and influence the CRM strategy and decisions by thinking long-term, demonstrating adaptability and bringing focus to the complexity.
• Innovation: Scout technology trends, assess, and set up new CRM and Omnichannel capabilities (Veeva CRM, Vault, Salesforce, etc.).
Requirements
Education & Qualifications
Master's Degree
Minimum Experience/Skills Required
• Education: Bachelor's degree in Information Technology, Computer Science, or a related field.
• Experience: 10+ years of experience in IT, focusing on CRM systems, preferably Veeva CRM. Experience in the pharmaceutical industry is a plus.
• Technical Skills: Proficiency in CRM systems (Veeva CRM, Salesforce), project management, and data management. Knowledge of IT infrastructure, security, and configuration.
• Soft Skills: Strong communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. Excellent problem-solving and decision-making abilities.
• Certifications: Veeva CRM certification.
• Pharma: At least 3 years of experience in the Pharma technology landscape.
• Language: Fluent in English.
• Project Management: IT project management experience capable of managing complex projects/programs end to end.
• Security, Data & Core IT: Awareness of foundational security, configuration, and infrastructure concepts.
Preferred Experience/Skills
• High level of comfort with digital healthcare strategies, commercial trends, and opportunities.
• Technical Skills: Extensive experience with Veeva CRM data model, Salesforce metadata API, and related technologies (SQL, SOQL, REST, SOAP, HTML5, JavaScript).
• Experience in other HCP engagement processes & tools: event management, marketing automation, Drupal.
• Ability to think “big picture” and act both strategically and tactically.
• Strong interpersonal skills with the ability to communicate effectively with cross-functional colleagues at all levels of the organization.
• Understanding of the CRM ecosystem (Veeva and Salesforce ecosystem) and pharma omni-channel capabilities.
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