CRM Senior Manager & Product Owner

About Unilabs

Headquartered in Geneva and part of the A.P. Moller Group, Unilabs is one of Europe`s leading medical diagnostics companies that aspires to be at the heart and start of all effective treatment decisions. With operations in 16 countries (12 in Europe, 1 in Latin America, 2 in the Middle East, 1 in Australia), Unilabs is positioned as a leading diagnostics company with one of the broadest geographic coverages in Europe.In line with our M&A ambition, in 2021 we have revenues approx. euro 2 billion with around 14.200 employees. Clearly Unilabs is becoming a sizeable force within the European diagnostics market.Unilabs possesses the most comprehensive portfolio of diagnostic services in Europe, serving: public and private healthcare providers, county councils, the general public, insurance companies, the pharmaceutical industry and Contract Research Organizations.Our comprehensive portfolio of diagnostic services includes laboratory medicine, medical imaging, histopathology, reproductive medicine and drug development services.

Job Description:

The Senior Manager, CRM, based out of Zürich, Switzerland, reporting to the Group Director commercial Excellence, will be responsible for supporting CRM needs of Unilabs Commercial field teams across Europe. This position will be responsible for implementing enabling technologies, including CRM, to field teams, for building out and maintaining the field reporting dashboards and tools, and for monitoring the assigned field teams’ compliance with required standards for maintaining customer data. This role works closely with other commercial functions to optimize the effectiveness of Unilabs’ field force technology among other operational responsibilities. This role will also manage integration of Omnichannel Marketing efforts with CRM systems as well as participate in the development and integration of Unilabs’ Customer Master & Master Data Management process as per European standards.

Responsibilities:

• You will drive the execution of the CRM campaigns and programs across markets.
• You will be the global referent for the local CRM managers, provide direct support and bridge with other Global functions when needed.
• You will champion best-in-class practices ensuring seamless experience across touchpoints.
• You will support the CRM Community, foster best practice sharing and help build a strong excellence mindset
• You will collect and consolidate feedbacks and local needs related to the design of CRM initiatives, client journeys and campaigns across channels and tools
• Responsible to manage & implement the strategic CRM D365 commercial applications
• Responsible for adoption and use excellence of the sales team but also users from other functions.
• Continuous development of the CRM platform, provide enhancements, raise bugs, and follow change requests.
• Execute key user tests and validate new functions before the roll-out
• Tracking & analysis of project results and providing insights for future enhancements and optimizations
• Collaborate closely with internal departments (Analytics, Marketing, sales)
• New application plan, prepare and coordinate application roll-out in collaboration with the team
• Be a key contact person for all CRM components and provide support to market referents in their use, building guidelines and use cases to support local application. Develop and maintain partnerships with key stakeholders to guide key decisions, and drive business outcomes by employing effective engagement and influence skills.
• Provide conceptual and technical support for data generation across various platforms (e.g. event leads) together with local teams
• Ensure data quality and integrity of the CRM database in close collaboration with the Analytics team and colleagues in our teams worldwide.
• Develop and maintain field CRM systems and support its use in enabling sales efficiency. Has strong understanding in pharmaceutical CRM tools and data sources and applies this knowledge to ensure the team delivers high-quality data and actionable insights.
• Partner with key stakeholders to develop, plan, and provide efficient and effective training on data and tools.
• Lead CRM operational support to field force, including but not limited to onboarding, training, issue resolution, and field communications.
• Engage in detailed requirements gathering, documentation, use case creation, and QA/QC testing to ensure the effectiveness and quality of tools and deliverables.
• Collaborate with the Marketing team to roll-out omnichannel marketing and digital strategies by developing an integrated platform that provides curated insights.
• Design and maintain field reporting tools and dashboards to provide integrated, accurate and timely insights to field teams.