CRM Lead

Key Responsibilities

CRM Support & Administration

• Provide end-to-end CRM support to the LATAM Field Force, ensuring system stability and high service quality.

• Manage CRM operations including Surveys, Products, Territories, Roles, Key Messages, Medical Samples, Data Requests and other setups.

• Ensure compliance with SLAs, governance, and HCC requirements.

• Lead UAT testing, system validations, and deployments in collaboration with IT teams.

• Execute operational activities such as:

  • Cycle plan management

  • Bulk uploads (holidays, structures, key messages)

  • Product and content updates (Approved Emails, Veeva Materials)

• Analyze business requirements and lead solution design with IT and stakeholders.

• Manage user lifecycle (access, approvals, license optimization, and certifications).

Key Skills & Competencies

• Strong CRM Management (Veeva CRM / Omnichannel ecosystems)

• Stakeholder management (regional & global)

• Vendor & service management

• Data governance & compliance (HCC, Privacy)

• Process optimization and automation mindset

• Analytical thinking and KPI-driven decision making

• Strong customer orientation and business understanding

• Ability to assess impacts and translate business needs into solutions

• Strong negotiation and communication skills

Technical & Professional Requirements

• Experience in CRM administration / system management

• Advanced Microsoft Office skills (Excel, PowerPoint)

• Experience working with data, dashboards, and reporting tools

• Familiarity with ticketing tools (e.g., Zendesk) is a plus

Languages

• English: Strong (required)

• Spanish: Advanced (required)

• Portuguese: Desirable

Location

• Preferred: Mexico - Colombia

Duration

1 year