CRM Expert (M/F)

Roles & Missions

Reporting to the CRM Manager within the Applications department, you are the CRM expert dedicated to the sales teams and interactions with healthcare professionals. You guarantee the proper use, maintenance, and evolution of the CRM, while ensuring its alignment with business needs and the regulatory requirements of the pharmaceutical sector.

• Provide functional and application support to CRM users.
• Take charge of, analyze, track, and resolve incidents in collaboration with business teams, service providers, and the editor.
• Ensure regular communication with users regarding the processing of requests and incidents.
• Participate in the collection, qualification, and prioritization of evolution requests.
• Coordinate and manage the interventions of service providers or the editor within the framework of corrective and evolutionary maintenance.
• Manage or contribute to projects impacting the CRM ecosystem by ensuring coordination between business teams, IT, and external partners.
• Analyze the impacts of evolutions on the existing configuration and guarantee the global consistency of the implemented solutions.
• Ensure that standard functionalities of the CRM solution are prioritized in order to limit specific developments.
• Support reflections regarding the evolution of the CRM and future transformation projects.
• Collaborate closely with users to understand their needs and contribute to the definition of the application roadmap.
• Participate in the continuous improvement of CRM processes and usage.
• Design, update, and facilitate training materials and change management support tools.
• Guarantee the proper integration of the CRM with ecosystem applications (ERP, data providers, compliance tools, etc.).
• Ensure knowledge sharing and contribute to service continuity within the team.

Expected Profile

• Graduate of an engineering school or equivalent higher education in computer science or information systems.
• 1 to 3 years of experience in support, administration, configuration, or development of a CRM solution.
• Experience in the pharmaceutical industry or life sciences is strongly appreciated.
• Good mastery of CRM solutions, ideally Veeva CRM.
• A Veeva or Salesforce certification is an asset.
• Knowledge of computer development and understanding of integration mechanisms between applications.
• Good understanding of commercial processes, medical visit tracking, and KOL (Key Opinion Leaders) management.
• Knowledge of regulatory issues related to the pharmaceutical sector and data management (GDPR, transparency, HDS, compliance).
• Experience or interest in project management and supporting application evolutions.
• Professional English is essential.
• Excellent written and oral communication skills.
• Service-oriented and user-focused mindset.
• Analytical and problem-solving skills.
• Team spirit and ability to collaborate with various stakeholders.
• Organization, rigor, and autonomy in managing priorities.
• Curiosity and a desire to contribute to the continuous improvement of tools and processes.