CRM Operations Manager

vor 4 Wochen

Frankfurt am Main, Hessen, Deutschland Chugai Pharma Germany Vollzeit

Company Overview

Chugai Pharma Deutschland, a key member of the Chugai Group's European network, has been dedicated to delivering innovative therapies to patients since its inception. The organization strives to generate significant value for both the medical community and society by offering groundbreaking medical products and services.

For further details, please explore the Chugai Pharma Europe website.

Stay updated with the latest news and insights by following the Chugai Pharma Europe LinkedIn page.

Position Overview

This is a full-time hybrid position for a CRM Operations Manager based in Frankfurt am Main, with the option for remote work. The CRM Operations Manager is responsible for overseeing the technology that enhances marketing and sales efforts. The primary goal is to optimize the efficiency of CRM data and software to elevate customer service standards. This role serves as a bridge between the staff and the CRM platform, focusing on improving complex CRM software systems to effectively market to both existing and prospective clients.

As the CRM strategy owner at Chugai, you will operate at the regional level for Europe, managing, maintaining, and evolving the CRM system across multiple markets.

  • Enhance current CRM workflows and strategies.
  • Serve as the principal CRM administrator, ensuring data architecture, accuracy of data entry, and governance over system usage.
  • Lead the implementation of innovative methods to meet customer needs.
  • Develop training materials and troubleshooting documentation.
  • Ensure the CRM system facilitates an effective sales funnel for each EU market.
  • Manage backlog and service requests efficiently.
  • Troubleshoot software issues and conduct user workshops.
  • Oversee user testing and upgrades to the CRM system.
  • Ensure that marketing automation is effectively integrated and aligned with the CRM.
  • Drive organizational change while training and enhancing team skills on CRM functionalities.
  • Initiate CRM projects by establishing enterprise standards, policies, and procedures.

Required Qualifications

  • Degree in engineering, data science, or business administration.
  • Certified Administrator in major CRM systems (Veeva and/or Salesforce).
  • Configuration-level certification is highly preferred.
  • Several years of experience as a CRM Administrator, ideally within the pharmaceutical or healthcare sectors.
  • Experience with Veeva and/or Salesforce.
  • Data stewardship experience at local and/or regional/global levels is preferred.
  • Proven experience in a similar role as a CRM administrator, with expertise in SQL for data extraction and loading (Veeva/Salesforce).
  • High proficiency in using CRM software – Veeva/OCE (Salesforce).
  • Able to manage complex projects in a matrix environment.
  • Experience in managing a technical service desk backlog and relationships with external partners.
  • Excellent communication and interpersonal skills.
  • Strong analytical capabilities, along with solid communication and organizational skills.
  • Knowledge of Data Privacy and Protection regulations in Europe.
  • Proficient in spoken and written English and German.

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