World Operations CRM Project Lead

Date posted :16 Nov 2023 City :SURESNES Country/Region :FR Type of Contract :Permanent Job Requisition ID :4437World Operations CRM Project Lead

• .- The
• World Operations Excellence department has 3 key pillars,
• ‘Data & BI’ ,
• ‘Digital & Solutions’ and
• ‘Excellence Transformation’ . Dedicated to driving excellence throughout World Operations by prioritizing access to data and digital technologies, globalizing successful local initiatives, and supporting the development of local capabilities to improve effectiveness and efficiency.- The
• ‘Digital & Solutions’ team represent World Operations in the development of our company omnichannel strategy and of relevant group IT solutions. This team collaborates with global and local stakeholders to leverage digital technologies in support of our strategy, optimizing deployment and ensuring local adoption.- The
• World Operations CRM Project Lead will be the business owner of our CRM (Veeva) and will lead the ongoing improvement, development, and deployment in collaboration with affiliates and global departments. A key priority is to maximize the adoption of core functions, improve harmonization, ensure omnichannel integration, and lead new projects around AI suggestion. Accountabilities : Leadership & Management
• Lead project as the CRM business owner. Manage planning, product evolution, system integration and deployment of the CRM, coordinating multiple internal stakeholders and external providers.
• Contribute to the framing, development, roll out of CRM related projects (Vault PromoMats, GCTS, AI Suggestion).
• Ensure local CRM adoption, working closely with the DDIS CRM Product Owner. Lead communication and best practice sharing.
• Actively contribute to omni-channel acceleration among affiliates, improving customer engagement.

Collaboration

• Proactively collaborate with global World Operations team, affiliates (with Excellence Transformation Director and Regional Business Excellence), GPS, GMPA and DDIS departments.
• Maintain the online ‘digital resource center’ with essential CRM project information, development/deployment road maps, testimonials, KPIs, launch guidance, technical docs.
• Contribution to (among other) LPR (lean portfolio review), Omnichannel cross functional team, steering/working committees of transverse IT solutions impacting affiliates, ensuring coherence of our ecosystem.

Systems & Data

• Ensure coherence of the CRM evolution within the global ecosystem, supporting the strategic and compliance requirements of all departments (including medical, legal, regulatory, compliance, data protection).
• Where possible, establish Data Governance by design within CRM and related solutions - Harmonization Management, Quality Management, Integration, Sharing Management and Security Management (including ARI/SPRITE process).

Results & Improvement

• Identify capability gaps and development areas, proposing training in coordination with Excellence Transformation Director and Regional Business Excellence experts.
• Evaluate, document and demonstrate the business impact of CRM related solutions (E.g. Suggestion engine).
• Continuously seek improvements to existing solutions and processes. Proactively evaluate internal use and external benchmarks / competitors. Proactively propose enhancements to systems and processes in accordance with evolving strategy.

General

• Promote World Operations Excellence to stakeholders within subsidiaries and across global departments.
• Assist with any ad hoc projects as deemed by Head or World Operations Excellence Director.

QUALIFICATIONS AND EXPERIENCE REQUIRED

Knowledge/ Academic Qualification :

• University degree or equivalent.

Skills :

• Fluent in oral and written English.
• Excellent project management, communication, and presentations skills.
• Ability to adopt and embrace both global and affiliate mindset.
• Ability to understand and use IS data.
• Strong analytical and problem-solving skills.

Experience :

• 3+ years in the management of Veeva CRM and its core modules (affiliate and global experience preferred).
• 5+ years in Pharma or medical device industry.

**Competency***:

• Professional, organised approach to all aspects of job.
• Ability to network and collaborate effectively with stakeholders at all levels to achieve objectives.
• Ability to work without supervision.
• Team player.

QQu

• Whatever your area of expertise, your work within the Servier Group helps advance therapeutic progress for the benefit of patients. You will be part of teams recognized for their scientific excellence and reach your full potential in a professional environment that encourages you to develop yourself. Tailor-made onboarding journeys, mobility opportunities, quality trainings, responsible management, team spirit... All this and more in a workplace focused on your well-being.- At Servier, we are committed to thera