{"id":2340364,"url":"https://alion.io/job/merck-co-crm-optimisation-specialist","title":"CRM Optimisation Specialist","company":{"id":3768,"name":"Merck & Co.","domain":"msd.com","url":"https://alion.io/company/msd","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":238,"ghost_share":0.013,"stale_share":0.063,"repost_share":0.088,"time_to_fill_p50_days":12,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Enterprise Apps","role_family":"Enterprise Apps","seniority":"middle","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-12T11:12:34Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-15T05:35:44Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Description\nPosition Overview\nThe 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.\nCRM Roadmap and Optimisation\nThe 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.\nTraining, Support and Adoption\nA 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.\nKey Responsibilities\nPlatform and System Management\nAlign CRM systems with digital marketing, email and field-force engagement channels to support seamless customer journeys.\nCollaborate with Strategic Insights and Digital Human Health teams to deliver engagement and activity reporting, including SFIP and activity dashboards.\nLead the deployment, configuration and continuous optimisation of CRM tools across regional or global markets.\nSupport 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.\nSupport technical and process requirements, including structure, target and customer changes, ensuring updates are implemented and maintained within the system.\nOmnichannel and Reporting\nAlign CRM systems with digital marketing, email and field-force engagement channels to support seamless customer journeys.\nCollaborate with Strategic Insights and Digital Human Health teams to deliver engagement and activity reporting, including SFIP and activity dashboards.\nData Governance and Compliance\nMaintain data integrity, audience segmentation standards and compliance with pharmaceutical regulations.\nUnderstand CRM compliance requirements relating to data protection and privacy laws, and act in accordance with them when conducting CRM activities.\nStakeholder Engagement and Business Support\nBuild strong relationships with key stakeholders to maintain an understanding of business priorities and customer requirements, including customer updates linked to evolving target audiences.\nProvide support to the business as required to ensure CRM initiatives are implemented effectively and efficiently, and deliver the intended objectives.\nTraining and User Support\nDevelop and deliver a training and engagement plan in collaboration with the Senior CRM Optimisation Lead.\nProvide helpdesk support and guidance to ensure users can use the system effectively.\nTrain internal teams on best practice, analytical tools and platform updates to increase user adoption.\nSkills and Competencies Required\nGood understanding of CRM development and system management in a regulated environment.\nClear communication and strong interpersonal skills.\nStrong organisational skills, with attention to quality, accuracy and compliance.\nCollaborative mindset, with the ability to work effectively across cross-functional teams.\nAbility to take ownership of issues, resolve problems and escalate when appropriate.\nAbility to work effectively with customer-facing teams to support training and query resolution.\nGood understanding of CRM compliance, data protection and privacy laws.\nStrong 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.\nThe 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.\nLeadership Behaviours Required\nWin as One Team\nWorks 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.\nFocus on What Matters\nWorks with team members and key stakeholders to translate global strategy into clear UK plans that drive value and optimise the CRM system.\nAct with Urgency\nAccelerates 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.\nExperiment, Learn and Adapt\nChampions a test-and-learn mindset, adapts quickly to different challenges and situations, encourages experimentation and operates effectively in a continually changing environment.\nExperience Required\nCRM and technology platforms: 3+ years’ experience working with CRM or commercial technology platforms, ideally within life sciences or pharmaceuticals.\nTechnical platform knowledge: Strong familiarity with industry-standard platforms such as Veeva CRM, Salesforce Health Cloud or Salesforce Marketing Cloud.\nCommercial and compliance understanding: Good understanding of commercial operations, data privacy laws and pharmaceutical compliance requirements.\nProject and change leadership: Proven experience in project management, stakeholder engagement and change management.\nAdditional location(s) Compensation Information:\nRequired Skills:\nCustomer Centricity, Customer Engagement, Customer Management, Dashboard Reporting, Data Compliance, Data Protection Laws, Operational Acceptance Testing (OAT), Platform Management, Stakeholder Relationship Management, Training Delivery, Users TrainingPreferred Skills:\nCurrent Employees apply HERE\nCurrent Contingent Workers apply HERE\nSearch Firm Representatives Please Read Carefully\nMerck & 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.\nEmployee Status:\nRegularRelocation:\nNo relocationVISA Sponsorship:\nNoTravel Requirements:\nNo Travel RequiredFlexible Work Arrangements:\nHybridShift:\nNot IndicatedValid Driving License:\nNoHazardous Material(s):\nN/AJob Posting End Date:\n10/24/2026*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.","description_format":"text","description_chars":6887,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule"],"hiring_locations":[{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":true,"industries":["Veterinary Medicine","Vaccines","Biologics & Biosimilars","Oncology Therapeutics"],"lifecycle":[{"event":"open","at":"2026-10-12T11:12:34Z"}],"visa":[],"liveness":{"score":88,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.883,"p_room":1,"age_days":2,"expected_fill_days":12,"reasons":["conf:0","velocity","win:early","comp:brand"],"computed_at":"2026-10-15T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/merck-co-crm-optimisation-specialist","json_url":"https://alion.io/job/merck-co-crm-optimisation-specialist.json","meta":{"generated_at":"2026-10-15T10:05:19Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":15239,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3768},"rest":"https://alion.io/mcp/rest/get_company?id=3768"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmerck-co-crm-optimisation-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmerck-co-crm-optimisation-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmerck-co-crm-optimisation-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/merck-co-crm-optimisation-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmerck-co-crm-optimisation-specialist"}]}