Business Excellence CRM Lead/Analyst - UK & Ireland

At Allergan Aesthetics, an AbbVie company, we develop, manufacture, and market a portfolio of leading aesthetics brands and products. Our aesthetics portfolio includes facial injectables, body contouring, plastics, skin care, and more. Our goal is to consistently provide our customers with innovation, education, exceptional service, and a commitment to excellence, all with a personal touch. For more information, visit https://global.allerganaesthetics.com/. Follow Allergan Aesthetics on LinkedIn.

Job Summary 

Supporting the evolution of our Veeva CRM and Customer Database to optimise our SalesForce and Omnichannel excellence approach. Ensure as Veeva CRM Lead, that our data and systems are fit for purpose and all customer insights are fully utilised to support our Omni and Sales Force Excellence evolution and performance.

 

Key Responsibilities

Business Insights & Analytics

• Lead the reporting for the Aesthetics Business Unit of all Veeva CRM and Salesforce Customer Data: Develop, produce and distribute standardised quarterly, monthly, weekly and ad hoc Sales reporting and analysis with BEX analysts to support effective use of data insights to drive Sales Force Effectiveness performance
• Support the Allergan Aesthetics business unit by evaluating key customer trends, data and insight
• Proactively identify and leverage Veeva CRM data to create business opportunities and develop/track KPIs and performance metrics
• Apply analytical expertise to support decision making, by integrating multiple data sources, to provide an objective viewpoint and recommendations to sales, marketing and other functions
• Partner with other functions Marketing/Digital/Sales/Finance/Commercial/Sales to identify key customer insights and business requirements to track commercial KPIs by function
• Proactively seek opportunities to improve Reporting, Analytics and the way information is shared with all Teams and Stakeholders from Veeva CRM
• Engage with International Business Excellence and above country departments to align processes, share best practice and evolve our Veeva data/ sales force platforms

Country Territory Management                                                                                                           

• Responsible for the management of the sales force territories in V-align to allow sales and productivity information to be produced. Ensure customers are allocation to the correct territory and team.
• Work with the BEX analysts to ensure the sale force territories are designed to maximise operational efficiency.

Business Operations & Planning

• Work closely with the UK Business Excellence team and Sales/Marketing, to identifying customer data to support SFE Excellence
• Work with BEX analysts to drive Segmentation & Targeting strategy execution through management of Multi Channel Cycle Plans (MCCP) and territory optimisation for Target Coverage Frequency Attainment (TCFA)
• Partner with Omni Channel leads, Marketing and related to functions to enable our evolution of Salesforce technologies.
• Leverage your analytical Veeva expertise and brand/Therapy Area knowledge to align and support Key Business Processes such as Business Reviews and Budget Reviews
• Work with BEX analysts and functional Leads to provide business analytics and link productivity data with outcome data

CRM Management - Administration

• Responsible for the management of company CRM within the UK&I affiliate
• Customer Data Management such as validation, merging duplicate HCPs and HCOs
• Customer Profiling Management. Ensuring data is collected to allow segmentation and targeting strategies can be implemented included Customer Experience Flows
• New User Set up and Administration
• Ongoing training of country sales and functional teams in CRM management Tools

Data Governance & Quality Management

• Enforce data governance policies to ensure data quality and integrity
• Identify and resolve data quality issues like inconsistencies, duplicates, or missing information
• UK&I data stewardship activities to continually improve our data quality and governance in Veeva CRM and related data sources
• Review international Data Quality Scorecard (DQS) and resolve data challenges to optimise DQS KPIs
• Implement data validation and cleaning processes
• Support HCO Harmonisation project (linking Sales and CRM Activity)
• Maintain master data records on accounts & customers level
• Oversee the integration from Veeva CRM into master databases

Qualifications/Core Experience

• Advanced experience of CRM and Salesforce systems – SFMC, V-Align, Veeva CRM etc
• Strong MS Office skills with advanced Excel skills
• Substantial experience within a life sciences company or equivalent industry supporting the healthcare industry with a specific focus on delivery of Customer/Sales Analytics
• Understanding of Sales Force Effectiveness approaches and development of Multichannel evolution across customer-facing teams
• Reltio MDM: Experience using Reltio for Master Data Management
• Experience in developing reporting/systems/visualisation for cross channel digital activities.
• Excellent strategic thinking capabilities with ability to synthesise large amounts of information and logically structure deliverables
• Highly collaborative - must be able to navigate and manage the needs of multiple stakeholders (both technical and non-technical stakeholders)
• Strong communication skills, particularly presentation skills
• Experience in data visualisation using PowerBI (DAX programming) preferred

Other Experience Requirements

• Solid understanding of commercial business, marketing and industry standard datasets
• Strong project management skills, with a focus on attention to detail and accuracy
• Experience of training CRM or analytical tools.
• Strong capability in juggling priorities so that deadlines are met while retaining consistently high-quality outcomes.
• Knowledge of key issues and current developments in the pharmaceutical and healthcare industries is desirable

AbbVie's UK offices in Maidenhead prioritize accessibility and employee well-being, creating a welcoming environment for everyone. The office includes a large car park for easy access, as well as step-free entry, accessible restrooms, and elevators to accommodate individuals with mobility challenges. The workspace features assistive technologies and adaptable workstations, fostering an inclusive culture. Additionally, there is a dedicated quiet zone for those who prefer to work without distraction. This area maximizes natural light and is strategically positioned for easy access with minimal noise disturbances. If you need specific information or have questions about accessibility arrangements, please let us know during the process.

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html