CRM Specialist, MEA - Oncology

The CRM specialist will be responsible to support and manage automated solution 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. Delivering launch, refresher and new user training as required. Creating analytical reports from the data for management to support business decisions and monitoring of 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).
Ensure Agora CRM data templates are delivered on time with high accuracy, Launch Agora for different sales and non-sales functions whenever needed, Establish CLM; expanding e-detailing/ digital marketing and the launch of Launch Pads in MEA.

Support Commercial Excellence in QTQ optimization, support the implementation of incentives scheme & accomplish the work needed behind that e.g. sales templates & software. Agora sales launch on BI, Handling samples on Agora project.

Major Accountabilities are as below,

• Assure management, administration & maintenance of database. Keep database up to date and in line business requirement, update projects & correct manually sales force activities.
• Develop a 100% data capturing culture; all customer activities by sales, marketing & medical departments to be captured in database.
• Train Product Specialists, Medical Reps, 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)
• Analyze monthly sales force activities (calls, medical events, time off territory); close database and all activities monthly, develop standardized reports according to predefined KPI’s, formulation of recommendations, develop & deliver presentations.
• Deliver ad hoc analyses and reports for management.
• Define and manage new module introduction, developing new applications & tools within the system, in line with end user and management expectations (considering user friendliness). Develop new macro’s, automate analyses and creation of reports.
• Support SFE initiatives & take business responsibility
• Organize monthly QTQ meetings & follow up with FLMs
• Collaborate with IT department for existing & development projects.
• Establish CLM, expanding e-detailing/ digital marketing and the launch of Launch Pads
• Submit Agora CRM data templates regularly
• Launch Agora for sales & non-sales functions
• Support the implementation of incentives scheme & accomplish the work needed behind that e.g. sales templates & software.
• Agora sales launch on BI.
• Handling samples on Agora project.