CRM Specialist

**Company Description**

AbbVie France is recruiting a CRM Specialist. The position is to be filled from November 2024.

**ROLE & RESPONSIBILITIES**

In the Business Excellence & ACE transformation function, reporting to the CRM & Orchestration Manager, as a CRM Specialist, you will act as a proactive change agent to support the AbbVie France transformation and adaptation to the changing environment in line with the strategy of AbbVie France, the brand teams, and in coordination with the global teams. You will oversee the development of the CRM as a system of customer relationships. You will be in charge of:
1. CRM Strategy:

- Proactively understand the business strategies and the technology needs to reassess and leverage CRM roadmap, as a part of ACE ambition, in the short and long term Contribute in coordination with CRM & Orchestration Manager and deploy the CRM strategy and associated roadmap

2. CRM Project Management:

- Ensure, on behalf of the affiliate, the management of CRM projects deployed by Europe or Global
- Ensure the management of CRM projects deployed in the affiliate
- Support the affiliate in the implementation of structuring projects and adapt its tools and processes to meet business and regulatory changes, leveraging the need to Global team and following the implementation Contribute and participate in cross-functional projects for process optimization and/or operational efficiency

3. CRM Management:

- Manage and develop CRM tools, using existing platforms and systems
- Lead the CRM evolution fitting with the operational needs of the various internal stakeholders (commercial, medical, market access, brand team )
- Ensure its maintenance
- Ensure the management of CRM/analytical projects in coordination with BTS and/or Global
- Ensure the collection and analysis of needs, as well as the translation into specifications and adapted parameterizations. Formalize and update processes and reference systems

4. CRM Ecosystem Management:

- Systems: Ensure integration of CRM system with other systems as SFMCin coordination with the other internal teams
- Data: Guarantee the integrity, quality and accuracy of CRM data supporting strategic decision-making in coordination with the other internal teams
- Insights: reinforce and structure the knowledge of our customers in coordination with the other internal teams
- Future FIT: Ensure the fit of CRM approach with the Future fit capabilities (Brand Excellence, In-Field Excellence, Digital transformation & Winning with Data) to serve the HCPs & patients better ACE: ensure CRM capabilities and supporting frameworks to be ready to support Advanced Customer Engagement acceleration for each Brands

5. CRM tools, processes adoption & mastering:

- Ensure communication, training, and support for IFT (Infield Team) and HO, in partnership with other CEX teams
- Support the co-creation of support materials, processes, user guides, ensuring their completeness, accuracy, user-friendliness, accessibility, and ensure their regular update
- Identify training and development needs, and implement targeted or collective actions
- Monitor the appropriation of the users Provide support to users (answer questions / implement evolutions / implement corrective actions, etc.)

6. Advocacy:

- Influence and integrate the needs of the affiliate with the Global /Europe roadmap
- Develop community of practice to share best practices and knowledge beyond the affiliate Monitor & share innovations / new market concepts and best practices (internal and external) in relation to CRM

7. Internal and external ecosystem coordination:

- Ensure collaboration CEX, BTS, and other functions at global & local levels
- Coordinate multiple teams both directly and/or in a matrix environment. Engage proactively with the internal & external partner

Ensure compliance with internal procedures, Ethics & Compliance & transparency, regulations, and tools provided by AbbVie.
**Qualifications** REQUIRED KNOWLEDGE AND SKILLS**

1. Technical Skills:

- Strong background on Veeva CRM and Salesforce ecosystem (Veeva certification is a plus) Strong understanding of French Pharmaceutical landscape and regulations

2. Analytical Skills:

- Strong problem-solving skills and ability to think critically.

3. Interpersonal Skills:

- Excellent communication skills, both written and verbal.
- Ability to work effectively in a team environment.
- Strong organizational skills and the ability to manage multiple projects simultaneously.

**EXPERIENCE & EDUCATION**
- Bachelor’s degree or equivalent
- Proven track record: achieved business results, successfully managed significant change
- Proven track record of success in program & project management and transformation journey management roles.
- Ability to design strategy into implementation tactics
- Ability to analyze data to leverage market insight from internal and external sources into powerful insights.
- Proven track record in CRM
- Proven track record in