Customer Insights & Engagement Manager

Key Responsibilities

CRM Operations & Data Quality:

· Own and maintain CRM data accuracy, including customers, accounts, affiliations, territories, and sales line structures

· Validate and coordinate data changes and corrections, ensuring compliance with internal data governance standards

· Perform regular data quality checks, identify inconsistencies, and proactively resolve issues before they impact field teams

· Support and monitor activity and process documentation in the CRM system in line with local requirements

End-User Support & Ticket Management:

· Serve as the first point of contact for CRM operational questions from end users

· Own and manage CRM-related tickets, including triage, clarification, follow-up, and closure

· Collaborate closely with support teams to ensure timely and correct resolution of incidents

· Translate technical responses into clear, actionable guidance for end users

Training, Enablement & Communication:

· Support CRM onboarding provide refresher trainings for new and existing users

· Prepare and maintain training materials, FAQs, and process guidance for CRM usage

· Run regular CRM support formats to address recurring issues and upcoming changes

· Proactively communicate system changes, process updates, and best practices to field teams

Process Execution & Continuous Improvement:

· Support the implementation of new CRM features, modules, and releases from an operational perspective

· Identify recurring pain points in CRM usage and propose pragmatic process improvements

· Ensure that CRM processes are fit for daily use, well documented, and consistently applied

· Work closely with local and global stakeholders to align system capabilities with operational needs

What You Bring to the Position

· Bachelor’s degree in business, IT, data, or a comparable qualification; relevant vocational training is a plus

· Several years of hands-on experience with CRM systems (e.g. Veeva CRM, Salesforce), ideally in a field-force or commercial environment

· Strong understanding of CRM data structures, master data, territories, and operational workflows

· Advanced Excel skills for data validation, checks, and ad-hoc analyses

· Experience working with ticketing systems and coordinating with technical or offshore support teams

· Clear, structured communication style and the ability to explain technical topics to non-technical users

· High attention to detail, reliability, and a strong sense of ownership for operational outcomes

· Fluency in German (required) and English

· Experience in the pharmaceutical or life-sciences environment is an advantage