Main Accountabilities:
· Drive CRM effectiveness thru establishing efficient CRM processes.
- Manage and maintain CRM system for Ferring China. Take lead in CRM related projects and campaigns.
- Improve CRM usage thru planning of CRM functionality enhancement according to business needs.
- Summarize and adjust processes that are related to system and service. - Internal master file management, including user account, hospital alignment, territory and customer profile review.
- Provide KOL data management support.
- Responsible for the DCR uploading timeline and quality control on HCP data in system.
· User Training and system maintenance
- Key contact as coordinator between CRM system users and data Admin team.
- training material preparation and updating.
- On-going system training and user support.
· CRM Data Analytics
- Regular and ad-hoc CRM analytical report preparation and interpretation.
- To ensure close loop marketing implementation and deliver regular usage report to measure effectiveness.
- Calculate monthly CRM KPI and follow-up on areas for improvement
- User behaviour / business insights study.
· Implementation of other digital transformation projects
- Follow global guidance on CRM related and other digital solutions (e.g. Ferring Connect) that meet the needs of the Chinese market.
Qualifications:
· Over 5 years experiences in CRM operation/management, with solid background in CRM strategy development, CRM data and tool development, as well as proven success on CRM activation
· Good communication and influencing skill
· Strong project management skills
· Analytical thinking and process orientation
Competencies (Behavioural Indicators)
· Cooperation/Teamwork
· Customer focus
· Job Knowledge
· Communication
· Problem Solving
· Decision quality
· Detail oriented