The CRM Analyst is responsible for managing, analyzing, and optimizing customer relationship management (CRM) systems to support the commercial organization. This role ensures high data quality, delivers actionable insights, and drives effective utilization of CRM tools by sales, marketing, and medical teams. The CRM Analyst partners closely with Sales Force, Marketing, Digital, and IT to maximize customer engagement and field force productivity.
Key Responsibilities
Maintain, configure, and optimize the CRM platform (e.g., Salesforce, OCE).
Ensure data accuracy, consistency, and completeness across all customer and activity records.
Manage user access, workflows, and system updates in coordination with IT and global teams.
Provide day‑to‑day support to sales teams on CRM usage, reporting, and troubleshooting.
Conduct CRM training for new recruits and refresher training for existing users.
Monitor CRM adoption and recommend interventions to improve usage.
Analyze CRM activity data to identify trends in customer engagement, sales call effectiveness, coverage, and frequency.
Generate dashboards and reports for Sales, Commercial Excellence, and Marketing teams.
Evaluate campaign performance and customer journey insights to support omnichannel execution.
Collaborate with cross‑functional teams to improve CRM workflows, segmentation, targeting, and call planning.
Support SFE initiatives such as territory optimization, KPI tracking, and incentive input validation.
Recommend enhancements to CRM system features and business processes.
Ensure all CRM processes align with company regulations, data privacy, and internal SOPs.
Conduct periodic audits to maintain high data quality and compliance standards.
Qualifications & Experience:
Bachelor’s degree in business, Computer Science, Pharmacy, Engineering, Data Analytics, or related field.
2–5 years of experience in CRM, data analytics, or commercial excellence—preferably in the pharmaceutical or healthcare industry.
Strong proficiency in CRM systems such as:
Solid analytical skills with experience using: Excel / Power PI / SQL is a plus.
Understanding of database structures and data integration processes.
Ability to analyze and interpret sales activity, customer data, and field force performance metrics.
Experience building dashboards, reports, and automated insights.
Strong communication and stakeholder management skills.
Ability to work cross‑functionally with sales, marketing, IT, and compliance.
High attention to detail with structured problem‑solving capability.
Proactive, customer‑centric mindset with a passion for enabling commercial teams.
Familiarity with multichannel marketing data (emails, events, detailing).
Understanding of SFE metrics (coverage, frequency, call quality, KPIs).
This is the opportunity to join a very dynamic organization, where decisions are taken fast and where you can actively participate in shaping our future. If this sounds exciting, we would love to hear more about you!
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