Customer Relationship Management Specialist
vor 4 Wochen
Position Overview:
We are seeking a Customer Relationship Management Specialist (m/f/d) with a background in business economics, data science, computer science, or a related field.
Company Background:
CHUGAI PHARMA GERMANY GMBH, located in Frankfurt/Main, is the German branch of Chugai Pharma, Tokyo, a globally recognized research-driven Japanese pharmaceutical firm.
Our guiding principle is "Innovation beyond Imagination," which reflects our commitment to shaping the future, alleviating illnesses, and enhancing the quality of life for patients through pioneering research and the development of new active ingredients. We are dedicated to being a dependable partner for healthcare professionals and patients, particularly in oncology/haematology, rheumatology, and haemophilia, addressing diverse customer needs with exceptional products and services.
Role Responsibilities:
- Enhance the current CRM processes.
- Oversee, maintain, customize, and advance the CRM system for the German, UK, and French markets.
- Serve as the primary CRM administrator, ensuring data structure, accuracy of data entry, and monitoring system usage.
- Implement innovative strategies to meet customer requirements.
- Develop training materials and troubleshooting guides.
- Ensure the CRM system effectively supports the sales pipeline across all EU markets.
- Act as a liaison between staff and the CRM software.
- Optimize CRM data and software to enhance customer service.
- Manage order backlogs and service inquiries.
- Resolve software issues and refine complex CRM applications for effective marketing to existing and prospective clients.
- Facilitate user workshops.
- Conduct user testing and update the CRM system accordingly.
- Ensure the implementation and ongoing development of marketing automation, aligned with CRM.
- Lead organizational change while training and educating teams on CRM functionalities.
- Initiate the CRM project by establishing company standards, policies, and procedures.
Candidate Profile:
- Completed university degree in technology, data science, IT, or business administration.
- Certified administrator in a major CRM platform (Veeva and/or Salesforce).
- Configuration level certification is highly desirable.
- Several years of experience as a CRM administrator, preferably within the pharmaceutical or healthcare sectors.
- Experience as a data administrator at local and/or regional/global levels is preferred.
- Proven experience in a similar CRM administrator role, with expertise in data extraction and loading (Veeva/Salesforce).
- Ability to manage complex projects within a matrix organization.
- Experience in handling backlogs at the Technical Service Desk and managing relationships with external partners.
- Strong analytical skills, along with effective communication and organizational abilities.
- Familiarity with privacy and data protection regulations in Europe.
- Fluency in written and spoken English; proficiency in French is a plus.
What We Offer:
In our growing and dynamic organization, we provide a long-term perspective in an engaging and challenging work environment. Alongside a competitive base salary, we offer excellent social benefits, a company pension plan, flexible mobile working options, vacation pay, and a 13th-month salary. You will enjoy a supportive work atmosphere in a motivating, collaborative, and well-equipped technical environment.
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