CRM & Business Support Associate Manager

The CRM specialist will be responsible for supporting and managing automated solutions to facilitate Customer Relationship Management within the organization this includes managing of the software tool managing subsequent enhancements and upgrades. Developing and maintaining materials associated with the solution such as Standard Operating Procedures User Manuals Training Materials and Records. Delivery launch refresher and new user training as required. Creating analytical reports from the data for management to support business decisions and monitoring pre-defined KPIs. Manage the day-to-day administration of the system which will be used as a customer and account database and will record and monitor all customer-facing activities. The day-to-day management includes ensuring all data within the system is current and providing support for system users (except for IT related issues).This role is critical in ensuring accuracy integrity of the CRM process and system in collaboration with the commercial teams. Also CRM role responsibilities include using CRM software to store HCP data personalizing marketing messages managing product launches and tracking patient feedback to improve engagement and sales. CRM Operations will allow for sustained attention to the evolving needs of our CRM system ensuring optimal performance and ongoing improvements. Also as part of the business support scope this role involves working on special commercial projects and acting as a project support manager coordinating commercial team activities and facilitating communication between internal teams and external partners while ensuring alignment with MEANT scorecard. Lead process optimization and streamlining workflows to drive efficiency and improve cross functional collaboration where needed.Key ResponsibilitiesHCP-Focused CRM:Develop and maintain detailed profiles of HCPs to tailor communications share relevant product information and build trust.Data Management:Act as a point-of-resource for KAMs and MSMs relating CRM software and ensure granting and maintain user accesses to the CRM system to ensure maintaining and inputting accurate and up-to date customer dataData Collection:Systematically collect and store vast amounts of patient and HCP data from various interaction points.Data Analysis:Analyse customer data to understand patient behaviours and preferences which informs targeted marketing campaigns and product development while ensuring that the CRMs data is accurate and reliable.Reporting & Governance:Generate sales & marketing reports to analyse sales performance customer engagement and market trends.Optimizing spend allocation and improving the effectiveness of campaigns across different channels.Customize monthly standardized reports according to predefined KPIs formulation of recommendations develop & deliver presentations.Deliver ad hoc analyses and reports for management.Sales Excellence:Responsible for ensuring the sales excellence activities are managed effectively and ensuring information is aligned between CRM and other Power BI tools.Segmentation & account mapping:Maintain and adapt the segmentation and targeting model to align with current business needs.Assist Commercial Excellence with territory alignment target optimization segmentation cycle planning call targets and development.Training and coaching:Training of Field Force in the respective field of expertise. Train Product Specialists KAMs FLMs KAMs & MSLs on use of reporting system and deliver day to day support (Help Desk / Central email address sending out emails to address problems special occasion notifications etc)Support training and onboarding of team members on CRM best practices and procedures.Design and delivering CRM functional capability programs in collaboration with the HR team to ensure full utilization of the system and adherence to SOP.Organize monthly QTQ meetings & follow up with FLMsBusiness Support:Lead process optimization and streamlining workflows to drive efficiency and improve cross functional collaboration based on assigned projects or processes.Acting as a project support manager coordinating commercial team activities and facilitating communication between internal teams and external partners while ensuring alignment with MEANT scorecard.Liaise/coordinate with Supply Regulatory Commercial Medical Finance & Compliance teams to ensure all product shipments adhere to industry regulations/timelines and guidelines.Monitor competitive activities and market trends within the biopharmaceutical landscapeQualificationsEducation/Work experienceUniversity-level education in life sciences Pharmacy Economics Business or related field.Expertise in MS Office applicationsExperience in similar role as CRM or business support ideally knowledge of sales force automation/database systemsKnowledge of pharmaceutical industry is an advantage healthcare sales/marketing or logistics.Minimum 5-7 years experience in a multinational organization role wor