CRM Operation Manager

MAIN PURPOSE OF ROLE
A critical role within the organization, reporting directly to the Head of CRM and working closely with Marketing, Commercial Excellence, IT, Procurement and external vendors to deliver campaign / program solutions that drive positive business outcomes. The role includes project and stakeholder management, prioritization, technology application and implementation, vendor management, performance management and tracking / reporting.
MAIN RESPONSIBILITIES
• Operational process design and implementation Target Operating Model.
Working with the IT team and external vendors to source and implement the most
appropriate technology solution for the business initiative
• Auditing/Identification and optimization of campaign strategies and other factors
impacting program performance. Identification of trends, issues, gaps and performance
improvement opportunities across all CRM programs on a continuous basis
• Provide strategic guidance and recommendations on increasing NU and sales for the
brands
• Support strategic campaign planning activities including working with the Operations
Manager for both Pediatrics & Adults and CRM Manager Analytics to identify key
performance metrics to track, required resources and systems integrations required and
development of end to end project plans
• Liaise with Brand teams, and other related parties on program setup, execution and
operational reporting/analyses.
• Daily operations management duties include supervising campaign execution and
resolving campaign operational issues
• Create and update internal CRM Operations procedure documents as needed
• Schedule campaign WIP meetings and circulate follow-up actions
• Manage and resolving campaign operational issue