CRM & Interactions Lead

Responsibilities

• Lead the end-to-end customer engagement journey for HCP interactions across channels
• Own targeting and segmentation processes to maximize field force effectiveness
• Lead multichannel cycle planning (MCCP) within Veeva CRM
• Analyze CRM and customer interaction data to generate actionable insights
• Define and optimize sales force KPIs related to call quality, coverage, and productivity
• Manage and develop a team of two CRM professionals
• Maintain the market CRM and SFE governance framework and operating model
• Support training, onboarding, and system stability in coordination with IT

Requirements

• 2+ years of experience in CRM, Business Operations, Sales Force Effectiveness, or Customer Engagement
• Degree in Business, Marketing, IT, Data & Analytics, or a related field
• Proven expertise in Salesforce, Veeva CRM, XPower, or similar platforms
• Strong understanding of multichannel engagement and sales force optimization
• Experience managing projects and stakeholders across multiple markets

About the Company

Merck Sharp & Dohme is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products, dedicated to innovation and global healthcare milestones.