(Sr.) CRM Specialist-Taipei

Novo Nordisk · Taipei

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Key responsibilities

1. Customer Data Management
2. CRM System and Process
3. SFE Reporting and Management

Main job tasks

1. Customer Data Management:

• • Manage and ensure integrity and validity of customer data across all customer-related platforms
  • Implement and maintain ONEHCP data solution
  • Ensure compliance with data privacy regulations and company policies.
  • Optimize data collection and management processes by leveraging external sources, including Veeva OpenData and Baldr outpatient list

2. CRM Tool System and Process

• • Oversee the configuration, maintenance, and performance of CRM tools to ensure seamless functionality and business continuity
  • Identify opportunities for system enhancements and implement solutions to improve efficiency and user experience
  • Provide training and support to users to maximize the effective use of CRM tools and related processes
  • Regularly review system processes to ensure alignment with evolving business needs
  • Support new CRM system implementation, including requirement collection, user acceptance testing, change management, launch preparation, and post-go-live stabilization
  • Act as a liaison between technical teams and business units to ensure effective communication and project execution

3. SFE Reporting and Management

• • Support the development and maintain Sales Force Effectiveness (SFE) reports to track performance metrics and key indicators.
  • Ensure timely and accurate reporting to stakeholders, highlighting areas for improvement and success.
  • Upload and maintain T&S grading results in the CRM tool and ensure accuracy of customer call data.

Scope of authority

• Collaborates closely with cross-functional stakeholders, including marketing, sales, and data science teams, to ensure CRM initiatives are aligned with broader business goals.
• Operates with a high degree of independence in analyzing CRM performance metrics and recommending actionable improvements to enhance customer interactions and business outcomes.
• Acts as the local business representative for CRM tools, with authority to consolidate business requirements, prioritize system enhancement needs, and validate whether system configurations support commercial objectives.
• Coordinates with IQVIA, Veeva, IT, and internal business stakeholders during new CRM system implementation, including UAT coordination, issue tracking, launch readiness, and post-go-live follow-up.
• Provides recommendations on CRM process improvement, data quality standards, and user adoption initiatives to ensure effective and compliant use of the CRM system.
• Supports decision-making on CRM-related operational processes by translating business needs into system requirements and actionable implementation plans.

Education

Bachelor's degree in Business Administration, IT, Data Analytics, Economics (incl. statistics) or related field(highly preferred)

Experience

• 1-3 years of proven hands-on and project management experience in CRM platform management and new system implementation, such as Salesforce, Veeva, or similar
• Experience with data governance and compliance
• Strong written and communication skills in both Mandarin and English
• CRM System Certification: Salesforce Administrator (highly preferred）

Personal skills

1. Customer Relationship Management Expertise

- Demonstrates a deep understanding of CRM platforms and tools, ensuring seamless integration and optimization of customer data to enhance engagement strategies.

2. Data-Driven Decision Making

- Skilled in analyzing structured and unstructured data to derive actionable insights, enabling informed decision-making that aligns with business objectives.

3. Cross-Functional Collaboration
   - Adept at working with diverse teams, including data scientists, engineers, and business stakeholders, to align CRM strategies with broader organizational goals.
4. Data Governance Awareness
   - Ensures compliance with data governance standards, maintaining the integrity, security, and quality of customer data across CRM systems.
5. Advanced Analytical Thinking
   - Possesses strong problem-solving skills to identify trends, patterns, and anomalies in customer data, driving innovative CRM solutions.
6. Technical Proficiency in CRM Tools and System Implementation
   - Experienced in configuring, customizing, managing, and implementing CRM platforms such as Salesforce, Veeva, Microsoft Dynamics, or similar systems to meet business needs.
7. Communication and Stakeholder Engagement
   - Excels in translating complex data insights into clear, actionable recommendations for stakeholders, fostering trust and collaboration.
8. Adaptability to Emerging Technologies
   - Stays updated on the latest advancements in CRM technologies, ensuring the adoption of cutting-edge solutions to enhance customer experiences.
9. Strategic Mindset
   - Combines a customer-centric approach with a strategic vision to design and implement CRM initiatives that drive long-term business growth.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.

At Novo Nordisk, we're not chasing quick fixes – we're creating lasting change for long-term health. For over 100 years, we've been driven by a single purpose: to defeat serious chronic diseases and help millions of people live healthier lives. This dedication fuels our constant curiosity and inspires us to push the boundaries of what's possible in healthcare. We embrace diverse perspectives, seek out bold ideas, and build partnerships rooted in shared purpose. Together, we're making healthcare more accessible, treating and preventing diseases, and pioneering solutions that create change spanning generations. When you join us, you become part of something bigger – a legacy of impact that reaches far beyond today.

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