Crm Manager Lazio

Crm Manager
Roma
Lazio, Lazio

Job PurposeThe IT CRM Manager  will be responsible for overseeing the implementation, management, and optimization of the group's Customer Relationship Management (CRM) systems.

This role is crucial in ensuring that the CRM system supports the company's commercial and marketing strategies, enhances customer engagement, and drives business growth.

This role reports directly to the Commercial, Marketing and BI Application Manager and involves managing a team to ensure the successful implementation and optimization of the CRM system for the Recordati group, both Specialty and Primary Care and Rare Diseases business units. Key Responsibilities•     Project Management: Lead and coordinate projects related to the CRM system ensuring they are completed on time, within budget and according to the overall digital vision and architecture.

Guide the definition and implementation of the transition to the NextGen CRM, ensuring a seamless and strategic upgrade across the organization.

Develop detailed project plans, including timelines, milestones, and resource allocation.

Monitor project progress, identify potential risks, and implement mitigation strategies.

Collaborate with cross-functional teams to ensure project objectives align with business goals.

Responsible for the technical analysis and holistic solution design of future capabilities and features, including external dependencies, cross-domain APIs, and technical enablers / stories.

•     Stakeholder Collaboration: Work closely with various departments, including commercial excellence, marketing, and sales, to ensure the CRM system meets the needs of the business.

Define technical stories to enable business capabilities, foster re-use of existing components, and accept technical features following demos.

Communicate effectively with stakeholders to gather requirements, provide updates, and address concerns.

Build strong relationships with external vendors and partners to ensure seamless integration and support for the corporate CRM system.

•     Operations Management: Oversee the day-to-day operations of the CRM system, ensuring its smooth functioning and reliability.

Ensure compliance to technology guidelines.

Troubleshoot and resolve any technical issues that arise, working closely all relevant internal or external stakeholders.

Implement system enhancements and updates to improve performance and user experience.

Maintain comprehensive documentation of system configurations, processes, and procedures.

•     Service Review and Escalation Management: Conduct regular service reviews to discuss metrics, trends, and key issues related to the CRM system.

Manage escalations and ensure timely resolution of any problems that arise.

Develop and implement strategies to improve service delivery and internal customer satisfaction.

•     Team Leadership: Manage the team, providing technical guidance, support, and development opportunities.

Conduct regular team meetings to discuss progress, address challenges, and share best practices.

Foster a collaborative and positive work environment, encouraging team members to contribute ideas and solutions.

Evaluate team performance and provide constructive feedback to drive continuous improvement. Required EducationBachelor's degree in computer science / information technology. Required Skills and Experience•     At least 5 years of experience with CRM platforms and related technologies, including database management, and data analysis tools. •     Proven experience in IT project management, preferably in CRM, within a pharmaceutical or healthcare environment in an international context.

•     Experience in IQVIA OCE will be considered a plus.

•     Deep understanding of customer needs and behaviors to tailor CRM strategies that enhance customer experience.

•     Strong knowledge of pharmaceutical industry regulations and compliance requirements.

•     Strong leadership skills with the ability to manage and motivate a team.

•     Excellent communication and interpersonal skills, with the ability to collaborate and report effectively with stakeholders at all levels.

•     Ability to work in a fast-paced environment and manage multiple priorities simultaneously.

•     Efficient at identifying and resolving issues related to CRM system functionality or customer data inaccuracies.

•     Ability to analyze complex data sets to derive actionable insights and strategies.

•     This role includes travel across Europe to collaborate with teams, attend conferences, and stay updated on CRM technology and pharmaceutical practices. Required LanguagesProficient in English, with strong written and verbal communication skills to effectively interact with international teams and stakeholders.