Omnichannel Systems Specialist (Maternity Cover)

Title:

Omnichannel Systems Specialist (Maternity Cover)

Company:

Ipsen Ltd

About Ipsen:

Ipsen is a mid-sized global biopharmaceutical company with a focus on transformative medicines in three therapeutic areas: Oncology, Rare Disease and Neuroscience. Supported by nearly 100 years of development experience, with global hubs in the U.S., France and the U.K, we tackle areas of high unmet medical need through research and innovation.

Our passionate teams in more than 40 countries are focused on what matters and endeavor every day to bring medicines to patients in 88 countries. We build a workplace that champions human-centric leadership and fosters a culture of collaboration, excellence and impact. At Ipsen, every individual is empowered to be their true selves, grow and thrive alongside the company’s success. Join us on our journey towards sustainable growth, creating real impact on patients and society!

For more information, visit us at https://www.ipsen.com/ and follow our latest news on LinkedIn and Instagram.

Job Description:

Omnichannel Systems Specialist (12-Month Fixed-Term Contract)

Location: Paddington, London (Hybrid Working)

Function: Specialty Care | Business & Customer Excellence

Reporting to: Business Excellence Lead

About the Role

Ipsen is looking for an experienced Omnichannel Systems Specialist to join our Business & Customer Excellence team on a maternity cover contract.

In this role, you will be the Subject Matter Expert for our customer engagement platforms, with a particular focus on Veeva CRM and Vault. You will play a critical role in supporting our sales, marketing and medical teams across the UK and Ireland by ensuring our omnichannel systems are optimised, compliant and delivering meaningful customer engagement insights.

This is an exciting opportunity for someone who combines strong technical expertise with a passion for continuous improvement, stakeholder collaboration and data-driven decision-making.

What You'll Be Doing

As Omnichannel Systems Specialist, you will:

• Act as the subject matter expert and system administrator for Veeva CRM and Vault.
• Manage user administration, system configuration and ongoing platform support.
• Maintain and enhance CRM processes, governance and system controls.
• Deliver training to new starters and support wider capability building across the organisation.
• Serve as the first point of contact for system-related queries and issue resolution.
• Partner with Sales, Marketing, Medical, Compliance and Global teams to implement system enhancements and process improvements.
• Support the expansion and adoption of omnichannel engagement capabilities across the business.
• Identify opportunities to leverage new functionality within the Veeva product roadmap.
• Develop and maintain KPI reporting to measure engagement effectiveness and drive continuous improvement.
• Ensure alignment between local business needs and global system strategies and standards.

About You

We're looking for someone who is highly organised, technically capable and passionate about enabling great customer experiences through technology and data.

Essential Experience & Skills

• Experience administering Veeva CRM, Veeva Vault, Salesforce CRM or similar customer engagement platforms.
• Strong understanding of CRM administration, user management and system governance.
• Advanced Microsoft Excel skills.
• Excellent analytical and problem-solving capabilities.
• Experience producing reports and insights to support business decision-making.
• Strong attention to detail and commitment to compliance.
• Ability to communicate complex system concepts clearly to a range of stakeholders.
• Bachelor's degree or equivalent experience.

Preferred Experience

• Experience within the pharmaceutical, biotechnology or healthcare sector.
• Knowledge of Power BI or other reporting and visualisation tools.
• Relevant Veeva, Salesforce, CRM or analytics certifications.
• Experience working with global stakeholders and cross-functional teams.

What Will Make You Successful?

You will thrive in this role if you:

• Use data and insights to drive better decisions and outcomes.
• Can navigate complexity and balance multiple priorities.
• Build strong collaborative relationships across functions and geographies.
• Communicate effectively with both technical and non-technical audiences.
• Enjoy improving processes and finding smarter ways of working.

We are committed to creating a workplace where everyone feels heard, valued, and supported; where we embrace “The Real Us”. The value we place on different perspectives and experiences drives our commitment to inclusion and equal opportunities. When we include diverse ways of thinking, we make more thoughtful decisions and discover more innovative solutions. Together we strive to better understand the communities we serve. This means we also want to help you perform at your best when applying for a role with us. If you require any adjustments or support during the application process, please let the recruitment team know. This information will be handled with care and will not affect the outcome of your application.