CRM & Interactions Lead – GLE/KSA Cluster

Job Description

CRM & Interactions Lead (Specialist, Data Analysis) – GLE/KSA Cluster

About the Role

We are looking for a strategic and execution-focused CRM Lead to drive customer engagement excellence across the GLE and KSA Clusters. This role will own the CRM ecosystem, lead a team of two direct reports, and partner closely with Commercial, Marketing, Medical, and Sales teams to optimize HCP engagement, field force effectiveness, and business performance.

Key Responsibilities

• Lead the end-to-end customer engagement journey, ensuring high-quality, compliant, and impactful HCP interactions across channels.
• Own the targeting and segmentation process, defining customer segments and account allocations to maximize field force effectiveness.
• Lead multichannel cycle planning (MCCP), translating business strategy into executable plans within Veeva CRM across markets.
• Analyze CRM and customer interaction data to identify opportunities, generate actionable insights, and drive performance improvements.
• Define, monitor, and optimize sales force KPIs related to call quality, coverage, frequency, adoption, and productivity.
• Lead and develop a team of two CRM professionals while driving cross-functional collaboration across the organization.
• Ensure compliant governance as per local and company SOPs with regards to HCP interactions
• Governance and strategy: Maintain and evolve the market CRM and SFE governance framework, standards, and operating model. Represent market needs in regional forums and translate market requirements into harmonized enhancements and user stories.
• Operations and enablement: Execute day-to-day operational tasks in the market and support execution excellence. Support training and onboarding, act as the escalation point for CRM queries, and monitor system stability in coordination with IT, regional and global support teams.

Qualifications & Experience

• 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 (preferred)
• Pharmaceutical industry experience preferred.
• Proven expertise in Salesforce, Veeva CRM, XPower, or similar CRM platforms.
• Strong understanding of targeting, segmentation, multichannel engagement, and sales force optimization.
• Experience managing projects and stakeholders across multiple markets.

Key Competencies

• CRM & Customer Engagement Expertise
• Strategic Thinking
• Strong Communication & Influencing Skills
• Analytical & Insight-Driven Mindset
• Detail-Oriented with High Execution Excellence
• Team Leadership & Stakeholder Management

• Proactive & Solution-Oriented Mindset
• High attention to data quality, compliance, and detail.

Required Skills:

Business Operations, Cross-Functional Collaboration, Customer Engagement, Data Analysis, Data Modeling, Data Visualization, Measurement Analysis, Sales Force Effectiveness, Solution-Oriented, Veeva CRM

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

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Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

Employee Status:

Regular

Relocation:

No relocation

VISA Sponsorship:

Yes

Travel Requirements:

No Travel Required

Flexible Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

08/31/2026

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.