- Entreprise : Merck, Sharp & Dhome
- Fonction : Santé, Médical, Pharmacie
- Secteur : Industries
- Lieu : Alger
MAIN RESPONSIBILITIES
CRM Management
– Manage all day to day local CRM activity to ensure the effective operation of the CRM system and that user requests are met across the organisation. This often include the co-ordination of activities across the CRM Help Desk desk, user training, day to day transactional activity, problem resolution and the design and production of reports to support management activities.
– Investigate and pro-actively look for opportunities for more effective use of the data and database across the organisation. Provide strategic input for supporting Sales and Marketing database and development needs.
– Monitor and measure the quantity and quality of data within CRM and take appropriate action to maintain a high level of both.
– Manage the link between MSD connect, IMS Analyzer, Buying Ladder and KPIs of Field Force and analyze the data as well as provide these data to FLMs, BCMs and BULs.
– Plan, produce and distribute routine reports. Provide and ad hoc reports to all levels of management from the data sources available, ensuring accuracy and reproducibility of all reports.
– Co-ordinate / manage ad-hoc CRM projects, for example CRM upgrades
– Support / train contracted help desk support.
– Work with Sales and Marketing management, and Sales Analysts on field force territory configurations and data needs.
– Document and implement processes designed to support Sales and Marketing activities.
– Provide support and advice on relevant PC based query applications used by MSD.
– Report / liaise with SFE, IS EMEA and IS support regarding CRM issues.-
– Implement SMTF guidelines and follow up on effective execution at all times.
– Account for the day to day operation of CRM, specifically:
– Maintaining employees, their jobs and team positions.
– Maintaining the customer database with accurate and current information.
– Maintaining the field force structures, customer allocations for team positions, product and resource allocation.
– Maintaining routine CRM System Administration tasks such as: table files, customer information details, authorisations etc.
– Investigation and resolving complex errors reported by the users and respond to general queries from users.
CRM Training (Business and Technical)
– Design, develop, maintain and produce CRM and Analysis training materials, help files and step by step guides.
– Conduct initial CRM and Analysis training for new employees, for example, Representatives, District Managers, National Managers, Product Managers and other office based staff.
– Conduct follow-up CRM and Analysis training for existing employees.
– Conduct one-on-one CRM support for individuals.
