CRM Associate

Job Description Summary

Ensure the stable and efficient day-to-day operation (Business-as-Usual, BAU) of CRM platforms at the country level, acting as the first-line support and executor of operational processes critical to business continuity (users, territories, data quality, consents, surveys, reporting, training, and field support).

This role enables CRM to operate as a business-critical platform by reducing operational friction, improving user experience, and ensuring consistency in execution, while the CRM Manager focuses on strategy, roadmap, and governance.

Job Description

Major Responsibilities

CRM Strategy & Platform Ownership

Implement the

CRM strategy

aligned with business priorities and global guidance.

Select, manage, and operate CRM platforms (e.g.,

Veeva, OnCore, MCCP, VIP Tool, CRM of the Future

), including roadmap, releases, and enhancements.

CRM Operations, Processes & Governance

Own the

end‑to‑end CRM operation

, ensuring stability, compliance, and efficient day‑to‑day use.

Define and maintain

CRM processes, SOPs, manuals, and playbooks

, in coordination with Data Governance and IT.

Ensure

CRM integration

with BI, Field Excellence, Sales Operations, Finance, and other commercial systems.

Users, Adoption & Change Management (User‑First CRM)

Drive

high CRM adoption and meaningful usage

, changing the perception of CRM from a reporting tool to a

field copilot

.

Design and deliver

continuous, role‑based training

(onboarding, micro‑trainings, advanced use cases).

Implement and manage

user support channels

to ensure fast and effective issue resolution.

Data Quality, Segmentation & Performance Enablement

Partner with BI and Analytics teams to

transform CRM data into actionable insights

for Sales and Marketing.

Support

sales force performance evaluation

, including territory design, sizing, deployment, and target setting.

Cross‑Functional Project & Stakeholder Management

Develop and coordinate

CRM‑related project plans

across design, development, testing, and deployment stages.

Lead multiple CRM initiatives simultaneously, ensuring

on‑time, high‑quality delivery

against defined KPIs.

Key Performance Indicators

CRM adoption and active usage rate across the sales force.

Data quality and segmentation accuracy of customer databases.

Sales force productivity and effectiveness enabled by CRM.

Timely and high‑quality delivery of CRM projects and enhancements.

Quality and consistency of CRM‑based performance and activity insights.

Compliance with defined CRM processes, standards, and governance.

Work Experience

Experience in

CRM operations, commercial operations, or sales force enablement

.

+2 years working in

pharmaceuticals or other regulated industries

(preferred).

High collaboration, drive, and team spirit (