Jobs for People with MS: National MS Society

THE POSITION

In this position, you will manage and govern the Customer Relationship Management platforms and relevant business processes for the Animal Health business. You will be reporting to the Commercial Operations Lead, member of the Commercial Excellence team. Furthermore, you will be a change agent for customer and employee experience improvements within the organization and communicate effectively with local and global stakeholders.

For this position we offer a permanent contract with an external agency (Staff Leasing)

TASKS AND RESPONSIBILITIES

• Manage and ensure consistent and reliable performance of the CRM functions and processes, and effortless user experience with the CRM platforms available to us (Veeva CRM and Valkre).

• Provide technical support for the maintenance of the CRM applications and existing functionalities, work on the introduction of new features, and ensure training of platform users.

• Work with the Global CRM & Platform Leads to ensure we are fully utilizing the global CRM releases and/or to request and introduce new platform developments/updates according to our local business needs.

• Manage external partners/vendors to ensure on time and accurate performance of necessary tasks related to the maintenance of our CRM platforms and user support.

• Work cross-functionally to ensure CRM is properly used and well-integrated with other business systems and processes, such as field performance monitoring, customer targeting and segmentation, multichannel cycle plans preparation and implementation, multichannel customer engagement, strategic accounts management.

• Prepare relevant documentation and training materials, train existing and new users to ensure high level of confidence and good quality of the data input inside the CRM platforms.

• On a regular basis observe and learn from the user experience in order to identify pain points and design solutions to ensure consistent evolution of our CRM best practices and improved customer experiences.

REQUIREMENTS

• Bachelor’s degree (preferably in Business Administration or IT related).

• 2/3 years hands-on experience with implementation and maintenance of Customer Relationship Management systems and processes (e.g. Salesforce, Veeva CRM or similar).

• Languages: Fluent in Italian and English.

• Experience in the pharmaceutical or healthcare industry is preferred but not mandatory.

• Analytical Skills and Project & Change Management.

• Training skills and excellent communication.

• Good stakeholder management and cross-functional work.

• Team Player, Demonstrating empathy and willingness to understand the perspectives of others.

This job requisition is addressed also for candidates with disabilities and belonging to protect categories following articles 1 and 18, Law 68/99.

All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.