CRM Lead

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Job Description

CRM Lead

  • Looking to join a diverse team who bring their authentic selves to work?
  • Love a challenge and solving problems through collaboration?
  • One-year Fixed-Term Contract (parental cover)
  • Location: Multiple sites in Australia and New Zealand

As a CRM Lead reporting to the Sales Enablement Manager ANZ, your primary responsibility will be to manage the CRM system that supports our sales force. You will also be responsible for delivering training to ensure effective utilisation of the CRM. Your role requires a deep understanding of system implementation, project management, and data governance, and you will be responsible for supporting multi-channel customer engagement and overseeing all system integration related to the CRM system. You will play a pivotal role in providing strategic guidance to sales and marketing regarding customer segmentation, targeting, profiling, and analytics, enabling the sales force to focus on the needs of the customers.

Position Objectives:

  • Drive User Adoption: Implement innovative strategies to increase the user base and significantly enhance user engagement across our CRM platforms.
  • Achieve Revenue Growth: Drive revenue through effective customer segmentation and timely engagements. Champion the importance of high-quality data input within our CRM system to fuel effective digital marketing campaigns and equip the sales team with actionable insights. Ensure data accuracy to maintain seamless integration with downstream tools such as e-commerce platforms and subscription management systems, preventing disruptions and optimising overall operational efficiency
  • Streamline Processes: Optimise operations within our matrixed, global business structure by identifying and implementing process enhancements. Lead automation initiatives by collaborating with various stakeholders to ensure alignment and effectiveness. Prioritise locally empowered improvements while strategically pitching crucial enhancements to global colleagues for broader implementation. Foster a culture of continuous improvement.

What You Will Do

Responsibilities include, however not limited to:

Key Activities

  • Developing and delivering on the CRM vision and Road Map in collaboration with the Sales Enablement Lead to future-proof CRM initiatives that drive customer centricity.
  • Integrating digital capabilities that allow the flow of customer data across systems, enhancing the visibility of the customer journey for the commercial team.
  • Representing the requirements of the ANZ commercial team to the regional/global team for prioritization (JIRA).
  • Identifying areas of enhancement and creating efficiency in business processes regarding customer targeting, profiling, analytics, and sales/service solutions.
  • Understanding end-user needs and translating them into technical requirements and solutions.
  • Leading and engaging with local superusers and networking with peers to address challenges, share and implement best practices.
  • Leading the project management and execution of any strategies regarding the Veeva/SFDC suite; from requirements phase, UAT, training, implementation, and reporting.
  • Building strong relationships with internal stakeholders to maintain an understanding of business priorities and customer requirements. Acting as a business partner to our BU’s, collaborate with them and other key stakeholders to champion, develop, and communicate a consistent strategic platform, mission, and purpose for the organization.
  • Managing CRM dashboards and insights relating to MAXX and the connected IT eco-system, supporting sales and marketing activities and reporting for senior management.

Accountabilities:

  • Overseeing the implementation and ongoing development of sales & marketing enablement initiatives and systems, eg. CRM, subscription management, Key selling messages, territory updates, dashboards and analytical support, master data governance, CPQ (subscription + rebate management tools).
  • Internally advocating for customer needs, expectations and satisfaction.
  • In partnership with IT and business unit colleagues, guiding teams in delivering to and establishing/maintaining effective client relationships.
  • Undertaking additional responsibilities or projects, as and when needed, that are consistent with the objectives above or with the Company generally.
  • Developing and delivering against operating plans & project plans.
  • Lead and engage with local superusers and network with peers to address challenges, share and implement best practices.
  • Taking ownership of documentation and PV responsibilities.
  • Taking ownership of EHS responsibilities.

What You Must have

Qualifications and Experience:

A Tertiary Qualification in Business, Science, I&T or related field is desirable but not essential. Demonstrable learning agility and relevant experience are critical.

  • Experience managing CRM systems, training and project management.
  • Demonstrated experience in delivering exceptional commercial outcomes.
  • Proven experience working with vendors and internal stakeholders implementing CRM systems.

Knowledge:

  • Familiarity with Veeva/Salesforce.com platforms and associated tools.
  • Advanced understanding of CRM systems and data governance.
  • Advanced skills in all MS Office applications, including MS Access database, Projects, and BI tools (e.g. Power BI)
  • Understanding of digital marketing capabilities and the customer journey.

Competencies:

  • Strong project management skills, with the ability to lead cross-functional teams and deliver results in complex matrixed organizations.
  • Excellent communication and presentation skills, with the ability to articulate complex technical concepts to non-technical stakeholders.
  • Exceptional relationship management skills, with the ability to build strong working relationships across the business.
  • Strong problem-solving skills, commercial acumen and strategic thinking abilities.
  • Positive attitude towards change, and adaptability.
  • Ability to work in a global, virtual and complex environment.
  • Ability to influence and guide business partners through change management initiatives.
  • Strong active listening, business facilitation, and influencing skills.

What You Can Expect

  • Work autonomously whilst being supported, encouraged and being part of a trusted Global leading Animal Health organisation.
  • Gain exposure to upskill and develop in your role.
  • Joining a collaborative team of enthusiastic colleagues. Contribute to and learn cutting-edge technologies

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

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