CRM Programme Lead
Posted on May 26, 2021 by Hydrogen Group
CRM Programme Lead to work with our Medical Device client within their Diabetes EMEA Transformation team. You will be leading and coordinating the Patient CRM EMEA programme according to the business and digital transformation strategy, directly reporting into the CRM product owner.
The Programme is currently in discovery phase. Your responsibilities will range from launching plans, marketing strategies, rollout strategy, platform enhancements to setting the performance targets and the overall performance of the CRM platform.
. Define & lead overall EMEA Patient CRM platform launch strategy including upscaling strategy and coordination/alignment with Diabetes Operating Unit stakeholders (regional and country);
. Define and enforce programme governance, manage risks and project goals, driving collaboration and execution
. Define the future vision and evolution of the platform
. Define the scope of activities for successful deployment and drive execution (change management, maturity assessment, technical and business readiness)
. Manage the business readiness and launch plans of the platform in collaboration with the regional and country teams.
. Connect activities between product owners, internal stakeholders, external providers, regions and functions to ensure the platform is fully leveraged by the transformation and delivers the overall patient journey from acquisition to continuous engagement.
. Connect activities between stakeholders and functions to ensure the programme is run according to internal compliance processes such as Global Security, Data Privacy and local country regulation
. Own the enhancement and capability development roadmap in collaboration with the Transformation, Marketing and Product/Customer Services teams.
. Work closely with the EMEA Technology Transformation team for successful implementation and delivery of new capabilities and enhancements.
. Act as the primary point of CRM contact working closely with the EMEA Patient Marketing and Experience teams, Customer Services teams, IT EMEA, IT Global, Data Privacy and Legal EMEA and country teams.
. Direct to consumer experience
. Strong understanding of IT ecosystems, with focus on consumer enabling architectures
. Experience executing complex CRM projects from start to end in a multi-stakeholders/multi country environment.
. Experience with leading international roll-out of Salesforce CRM and product suite in a consumer/retail ecosystem, ideally in combination with SAP.
. Experience with E-commerce is a plus.
. Ability to manage risks and project goals.
. Ability to take calculated risks and decisions to ensure the right progress and speed of execution
. Knowledge of IT readiness processes (testing/training) and business readiness processes (Back Office)
. Scrum/Agile knowledge preferred
. Ability to strongly influence and connect leaders at all levels across functions and local business units
. Maintain clarity and control on scope
. Future state vision clear in mind
. Structured and organized, oriented to execution
. 100% available for a period between 6 months to a year
. strong presentation skills preferred
. Candid, ethical, patient and customer-focused
. Self-motivated and able to work with a minimum of supervision
. Outstanding communication/interpersonal skills, a team player able to collaborate across different functions within a complex Matrix organisation.
. Experience in Agile methodology.
. Experience using Jira/Confluence is a plus.
. Knowledge of diabetes medical device industry or pharma is a plus
. Experience in Medical Devices/Healthcare/Life Sciences industries is a plus