Zambon is a multinational chemical-pharmaceutical company founded on the history and values of an Italian family. Based on a valuable heritage but strongly focused on the future, its Purpose is “Advancing Cure with Care, Opening Health to Life Possibilities”. Zambon operates in three different Continents – Europe, America and Asia – with more than 2,700 employees and manufacturing units in Italy, Switzerland, France, China and Brazil. Zambon products are commercialized in 87 countries. Alongside the three historical therapeutic areas - diseases of the respiratory system, urinary tract infections and pain treatment – Zambon is focused on developing treatments for neurodegenerative diseases such as Parkinson's or rare diseases such as cystic fibrosis and BOS (Bronchiolitis Obliterans Syndrome).
The Role:
Zambon Italia is looking for a CRM Specialist as a part of the Commercial Excellence department who will be responsible for supporting CRM strategy. The specialist will also manage, analyze, and interpret data to provide insights and support strategic business decisions.
The primary area of focus is the OTC segment in the management of the CRM solution, both technical and supporting aspects for all teams using the CRM solution (Sales, Marketing, Customer Service).
CRM Specialist must have expertise in IT to understand the software logic for problem‑solving and to data sets and reporting management.
The role also involves supporting and assisting with end‑user training and coordinating the implementation of these services for the company.
Responsibilities:
* Plan and implement CRM strategies across the organization to improve the field force journey and improve company performance
* Primary focus on OTC segment including Order’s module, Commercial Policies and Pricelist management
* Ensure customer database is properly segmented to appropriately target marketing activities
* Work with IT to define functionality and lead the implementation of the necessary CRM infrastructure.
* Manage audit and remediation plan.
* Ensure the execution of the steering committee, executive reporting, and a proper escalation procedure.
* Oversee CRM data governance, which includes:
o Data standards
o Data structures
o Reporting
o Maintain stakeholder records within the CRM system
o Ensure that the CRM system provides an effective sales funnel
o Resolve software or user errors that prevent efficient interaction between people and technology
o Create a Statement of Work (SOW) and cost plans
Skills and Qualifications:
* Proven work experience as a CRM (IQVIA OCE – preferred or Veeva or Salesforce). 5 years’ experience as a minimum
* Knowledge of the Pharma business, especially the OTC segment
* 2+ years in project and budget management
* Technical experience with CRM and analytical systems
* Basic knowledge of marketing automation tool (Salesforce marketing cloud)
* Good knowledge of the English language
* Experience in Analytics and data visualization, knowledge of Power BI
* Organizational skills to help juggle competing demands from customers and management
* Attention to detail to manage CRM data integrity
* Strong communication skills and a customer-oriented attitude
* Demonstrated ability to convey a sense of urgency and customer focus
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