IT CRM Technical Expert & Architect

Contenido de trabajo

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.

• 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. This also means to be able to help drive the CRM migration transition planned in the coming 2-3 years.
• Architecture ownership: ensure the CRM Architecture is well thought of and well designed to unable a well connected & future proof landscape. This part will be critical as the CRM is heavily embedded in all UCB commercial operation and having a dependency on many other tools and scope (reporting, data, MDM, Omnichannel etc)
• 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. Be able to review and guide the architecture of the technical setup and configuration done in the CRM and ensure the CRM integrate smoothly with the rest of the G2M/commercial landscape
• 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 healthcare professionals (HCPs) view and that all channels are well integrated within the CRM so that those can be consumed by AI & BI capabilities. This role will be critical todeploy the right tools to better engage with HCP remotely, via website, via webinar and during event ensuring our processes are streamlined & data integrated.
• Guide and influence the CRM strategy and decisions by thinking long-term, demonstrating adaptability and bringing focus to the complexity
• Innovation: Scoot technology trends, assessment and setup of 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, with a focus on CRM systems, preferably Veeva CRM. Experience in the pharmaceutical industry is a plus. Mastery of CRM and Omnichannel business processes and how these can be technologically enable
• 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. Be able to influence, challenge and shape the scope
• Certifications: Veeva CRM certification
• Pharma: having worked for at least 3 years on Pharma technology landscape
• Language: Fluent in English.
• Project management: IT project management experience able to manage complex project/ Program end to end. Experience in managing planning, budget, governance, requirements, UAT, integrations, deployments, etc.
• Security, Data & Core IT: Aware on foundational of security, configuration, infrastructure concepts, AI, reporting and data structures
  
  

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 other related technologies (SQL, SOQL, REST, SOAP, HTML5, JavaScript).
• Has experience in other HCP engagement process & tools: event management, marketing automation, Drupal
• Ability to think “big picture’ and act both strategically and tactically.
• Decision maker with sound business judgment who isn’t afraid to speak up and challenge current thinking.
• Has 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