Customer Insights & Engagement Manager

Job Description Summary

The Customer Insights & Engagement Manager is responsible for the day-to-day operations of the CRM environment (Veeva CRM / Salesforce) to ensure high data quality, reliable system usage, and smooth support for field teams. The role acts as the primary operational interface between end users (Sales, Medical, Marketing), local business teams, global CRM/IT functions, and offshore support teams, with a strong focus on data accuracy, territory and sales line alignment, ticket resolution, and user enablement.

This position is critical for ensuring that CRM processes work consistently, compliantly, and efficiently in daily operations.

 

Job Description

Key Responsibilities

CRM Operations & Data Quality:

· Own and maintain CRM data accuracy, including customers, accounts, affiliations, territories, and sales line structures

· Validate and coordinate data changes and corrections, ensuring compliance with internal data governance standards

· Perform regular data quality checks, identify inconsistencies, and proactively resolve issues before they impact field teams

· Support and monitor activity and process documentation in the CRM system in line with local requirements

End-User Support & Ticket Management:

· Serve as the first point of contact for CRM operational questions from end users

· Own and manage CRM-related tickets, including triage, clarification, follow-up, and closure

· Collaborate closely with support teams to ensure timely and correct resolution of incidents

· Translate technical responses into clear, actionable guidance for end users

Training, Enablement & Communication:

· Support CRM onboarding provide refresher trainings for new and existing users

· Prepare and maintain training materials, FAQs, and process guidance for CRM usage

· Run regular CRM support formats to address recurring issues and upcoming changes

· Proactively communicate system changes, process updates, and best practices to field teams

Process Execution & Continuous Improvement:

· Support the implementation of new CRM features, modules, and releases from an operational perspective

· Identify recurring pain points in CRM usage and propose pragmatic process improvements

· Ensure that CRM processes are fit for daily use, well documented, and consistently applied

· Work closely with local and global stakeholders to align system capabilities with operational needs

What You Bring to the Position

· Bachelor’s degree in business, IT, data, or a comparable qualification; relevant vocational training is a plus

· Several years of hands-on experience with CRM systems (e.g. Veeva CRM, Salesforce), ideally in a field-force or commercial environment

· Strong understanding of CRM data structures, master data, territories, and operational workflows

· Advanced Excel skills for data validation, checks, and ad-hoc analyses

· Experience working with ticketing systems and coordinating with technical or offshore support teams

· Clear, structured communication style and the ability to explain technical topics to non-technical users

· High attention to detail, reliability, and a strong sense of ownership for operational outcomes

· Fluency in German (required) and English

· Experience in the pharmaceutical or life-sciences environment is an advantage

 

Skills Desired

Calls Handling, Customer Care, Customer Experience, Customer Relations, Customer Satisfaction, Customer Service, Customer-Support, E-Learning, Field Service Management, Order Management, Professional Ethics, Sales, Waterfall Model