CRM & Interactions Lead – GLE/KSA Cluster

About the role

We are seeking a strategic and execution‑focused CRM & Interactions Lead to drive customer engagement excellence across the GLE and KSA clusters. The role will own the CRM ecosystem, lead a small team, and collaborate closely with Commercial, Marketing, Medical and Sales functions to optimise HCP interactions and field force performance.

Key responsibilities

• Lead the end‑to‑end customer engagement journey, ensuring high‑quality, compliant HCP interactions across all channels.
• Own targeting and segmentation, defining customer segments and account allocations to maximise field force effectiveness.
• Plan and execute multichannel cycles (MCCP) in Veeva CRM, translating business strategy into actionable plans.
• Analyse CRM and interaction data to generate insights, identify opportunities and drive performance improvements.
• Define, monitor and optimise sales‑force KPIs such as call quality, coverage, frequency, adoption and productivity.
• Develop and manage a team of two CRM professionals while fostering cross‑functional collaboration.
• Maintain governance frameworks, ensure compliance with local and company SOPs, and represent market needs in regional forums.
• Execute day‑to‑day operational tasks, support training, act as escalation point for CRM queries and monitor system stability with IT and global support teams.

Required profile

• Minimum 2 years experience in CRM, Business Operations, Sales Force Effectiveness or Customer Engagement.
• Degree in Business, Marketing, IT, Data & Analytics or related field (preferred).
• Pharmaceutical industry experience preferred.
• Proven project and stakeholder management across multiple markets.

Required skills

• Salesforce
• Veeva CRM
• XPower (or similar CRM platforms)