CRM Analyst – Data & System Optimization

About the role

The CRM Analyst is responsible for managing, analyzing, and optimizing customer relationship management (CRM) systems to support the commercial organization. This role ensures high data quality, delivers actionable insights, and drives effective utilization of CRM tools by sales, marketing, and medical teams. The analyst partners closely with Sales Force, Marketing, Digital, and IT to maximize customer engagement and field force productivity.

Key responsibilities

• Maintain, configure, and optimize the CRM platform (e.g., Salesforce, OCE).
• Ensure data accuracy, consistency, and completeness across all customer and activity records.
• Manage user access, workflows, and system updates in coordination with IT and global teams.
• Provide day‑to‑day support to sales teams on CRM usage, reporting, and troubleshooting.
• Conduct CRM training for new recruits and refresher training for existing users.
• Monitor CRM adoption and recommend interventions to improve usage.
• Analyze CRM activity data to identify trends in customer engagement, sales call effectiveness, coverage, and frequency.
• Generate dashboards and reports for Sales, Commercial Excellence, and Marketing teams.
• Collaborate with cross‑functional teams to improve CRM workflows, segmentation, targeting, and call planning.
• Support SFE initiatives such as territory optimization, KPI tracking, and incentive input validation.
• Ensure all CRM processes align with company regulations, data privacy, and internal SOPs, and conduct periodic audits.

Required profile

• Bachelor’s degree in business, Computer Science, Pharmacy, Engineering, Data Analytics, or related field.
• 2–5 years of experience in CRM, data analytics, or commercial excellence, preferably in the pharmaceutical or healthcare industry.
• Strong analytical skills with experience using Excel, Power BI, and SQL.
• Understanding of database structures and data integration processes.
• Ability to analyze and interpret sales activity, customer data, and field force performance metrics.
• Strong communication and stakeholder management skills.
• High attention to detail with structured problem‑solving capability.

Required skills

• Salesforce (or OCE) CRM platform.
• Excel.
• Power BI.
• SQL.