CRM Optimisation Specialist

Job Description

Position Overview

The CRM Optimisation Specialist is responsible for improving the value, usability and adoption of CRM across head office and field teams. The role supports reliable system use, accurate customer data, stronger customer focus and better use of CRM insights.

CRM Roadmap and Optimisation

The role supports the ongoing development and implementation of the CRM roadmap, helping the business maximise the value of the CRM system and enable a more customer-focused approach with a 360-degree view of the customer.

Training, Support and Adoption

A key focus of the role is to support CRM training for head office staff, provide practical guidance and drive CRM optimisation so users can apply the system consistently and effectively.

Key Responsibilities

Platform and System Management

• Align CRM systems with digital marketing, email and field-force engagement channels to support seamless customer journeys.
• Collaborate with Strategic Insights and Digital Human Health teams to deliver engagement and activity reporting, including SFIP and activity dashboards.
• Lead the deployment, configuration and continuous optimisation of CRM tools across regional or global markets.
• Support the Senior CRM Optimisation Lead to develop and deliver the CRM vision and roadmap, with a focus on future-proofing CRM and driving customer centricity.
• Support technical and process requirements, including structure, target and customer changes, ensuring updates are implemented and maintained within the system.

Omnichannel and Reporting

• Align CRM systems with digital marketing, email and field-force engagement channels to support seamless customer journeys.
• Collaborate with Strategic Insights and Digital Human Health teams to deliver engagement and activity reporting, including SFIP and activity dashboards.

Data Governance and Compliance

• Maintain data integrity, audience segmentation standards and compliance with pharmaceutical regulations.
• Understand CRM compliance requirements relating to data protection and privacy laws, and act in accordance with them when conducting CRM activities.

Stakeholder Engagement and Business Support

• Build strong relationships with key stakeholders to maintain an understanding of business priorities and customer requirements, including customer updates linked to evolving target audiences.
• Provide support to the business as required to ensure CRM initiatives are implemented effectively and efficiently, and deliver the intended objectives.

Training and User Support

• Develop and deliver a training and engagement plan in collaboration with the Senior CRM Optimisation Lead.
• Provide helpdesk support and guidance to ensure users can use the system effectively.
• Train internal teams on best practice, analytical tools and platform updates to increase user adoption.

Skills and Competencies Required

• Good understanding of CRM development and system management in a regulated environment.
• Clear communication and strong interpersonal skills.
• Strong organisational skills, with attention to quality, accuracy and compliance.
• Collaborative mindset, with the ability to work effectively across cross-functional teams.
• Ability to take ownership of issues, resolve problems and escalate when appropriate.
• Ability to work effectively with customer-facing teams to support training and query resolution.
• Good understanding of CRM compliance, data protection and privacy laws.
• Strong business acumen, including the ability to work closely with the Senior CRM Optimisation Lead, Strategic Insights and commercial teams to optimise CRM use and manage system updates that respond to business needs.
• The CRM Optimisation Lead is expected to act in line with company policies, business practices and compliance guidelines. This includes maintaining appropriate standards for CRM activity, data protection and privacy.

Leadership Behaviours Required

• Win as One Team

  Works seamlessly across Marketing, Medical, Data and Analytics, IT and Global teams to deliver and maintain a high-quality CRM system that meets business requirements and supports consistent operational excellence.

• Focus on What Matters

  Works with team members and key stakeholders to translate global strategy into clear UK plans that drive value and optimise the CRM system.

• Act with Urgency

  Accelerates adoption of new features, functionality and behaviours. Removes barriers to execution, responds quickly to new opportunities and customer needs, and works collaboratively with stakeholders to surface issues and drive timely decisions on system requests.

• Experiment, Learn and Adapt

  Champions a test-and-learn mindset, adapts quickly to different challenges and situations, encourages experimentation and operates effectively in a continually changing environment.

Experience Required

• CRM and technology platforms: 3+ years’ experience working with CRM or commercial technology platforms, ideally within life sciences or pharmaceuticals.
• Technical platform knowledge: Strong familiarity with industry-standard platforms such as Veeva CRM, Salesforce Health Cloud or Salesforce Marketing Cloud.
• Commercial and compliance understanding: Good understanding of commercial operations, data privacy laws and pharmaceutical compliance requirements.
• Project and change leadership: Proven experience in project management, stakeholder engagement and change management.

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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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