CRM / SFE Manager
About this role
Job Description
The Position
The CRM & SFE Specialist owns the CRM and Sales Force Effectiveness (SFE) capability and associated ways of working, including governance, standards, and adoption for Finland and Norway. The role is accountable for system reliability, data quality, and user adoption, ensuring compliance, high value CRM use across markets. The specialist continuously enhances CRM capabilities to support SFE processes, omnichannel engagement, and efficient commercial execution. As the single point of accountability for CRM and SFE across the assigned markets, the role partners closely with commercial teams and key stakeholders.
In this role you are expected to conduct business in full adherence to applicable laws and regulations, industry codes, and company policies and procedures. This includes, but is not limited to, acting with integrity, maintaining accurate and complete records, protecting confidential information and personal data, and promptly seeking guidance when requirements are unclear. Employees must speak up and report potential misconduct, compliance concerns, or suspected violations through appropriate channels without fear of retaliation, and fully cooperate with any related reviews or investigations
You will leverage modern digital tools and AI-enabled technologies in day-to-day work to analyze information, generate insights, and support evidence-based decisions where applicable. Continuously experiment with, learn, and adapt to new technologies, applying practical improvements and sharing lessons to support business performance and responsible innovation
Responsibilities
- SFE cycles and execution enablement: Coordinate and govern cross market SFE cycles, including segmentation, targeting, Multi-Channel Cycle Plan (MCCP), call planning logic, and incentive related guardrails.
- Governance and strategy: Maintain and evolve the market CRM and SFE governance framework, standards, and operating model. Represent market needs in regional forums and translate market requirements into harmonized enhancements and user stories.
- Platform ownership: Serve as the primary CRM specialist for the markets. Ensure CRM capabilities support SFE and commercial execution. Drive continuous improvement in partnership with Business Practice Managers, IT, and other stakeholders. The role will cover other technical solutions which support the business in the future
- Demand and prioritization management: Own intake, prioritization, and sequencing of CRM and SFE requests across assigned markets, balancing global standards, regional priorities, and local needs.
- Collaboration: Align priorities and implementation plans with commercial and cross functional teams.
- Operations and enablement: Execute day-to-day operational tasks in the markets and support execution excellence. Support training and onboarding, act as the escalation point for CRM queries, and monitor system stability in coordination with IT, regional and global support teams.
- Data quality and compliance: Lead master data governance and data quality standards across assigned markets. Ensure accurate and compliant customer master data, hierarchies, and activity records. Proactively identify and address data risks and improvement opportunities.
- Releases and change management: Coordinate CRM releases, testing, and change activities across markets. Deliver change communications, training, and adoption tracking. Maintain documentation, guidance, and onboarding materials.
- SFE insights and performance enablement: Enable SFE performance tracking by ensuring CRM data supports segmentation, targeting, call planning, and omnichannel KPIs. Partner with analytics teams to translate insights into improved field execution
- In this role you are expected to conduct business in full adherence to applicable laws and regulations, industry codes, and company policies and procedures. This includes, but is not limited to, acting with integrity, maintaining accurate and complete records, protecting confidential information and personal data, and promptly seeking guidance when requirements are unclear. Employees must speak up and report potential misconduct, compliance concerns, or suspected violations through appropriate channels without fear of retaliation, and fully cooperate with any related reviews or investigations
Requirements
- Education
- Degree in Business, Marketing, IT, Data & Analytics, or a related field
- CRM, MarTech, digital, or data certifications preferred
- Proven experience in CRM administration (for example, Salesforce or Veeva)
- Experience in CRM, commercial operations, MarTech, or related roles, ideally within pharma or healthcare
- Exposure to data governance, system releases, and multi-country stakeholder engagement
- Strong CRM technical knowledge with an understanding of SFE and omnichannel workflows
- High attention to data quality, compliance, and detail
- Ability to translate business needs into clear requirements and practical solutions
- Strong stakeholder management and communication skills
- Hands on, structured, and solution-oriented working style
- Coaching mindset with an analytical and continuous improvement focus
- Required Skills:
- Client Counseling, Customer Relationship Management (CRM) Software, Emerging Technologies, Job Descriptions, Operational Acceptance Testing (OAT), Product Management, Requirements Management, Solution Architecture, Stakeholder Relationship Management, Technical Advice, User Experience (UX) Design, Waterfall Model
- Preferred Skills:
- Current Employees apply
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- Current Contingent Workers apply
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- Search Firm Representatives Please Read Carefully
- 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.
- Employee Status:
- Regular