CRMAssociate

**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 Man