Customer Insights & Engagement Manager
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Job Summary
Job Description Summary
The Customer Insights & Engagement Manager is responsible for the day-to-day operations of the CRM environment (Veeva CRM / Salesforce) to ensure high data quality reliable system usage and smooth support for field teams. The role acts as the primary operational interface between end users (Sales Medical Marketing) local business teams global CRM/IT functions and offshore support teams with a strong focus on data accuracy territory and sales line alignment ticket resolution and user enablement.This position is critical for ensuring that CRM processes work consistently compliantly and efficiently in daily operations.
Job Description
Key Responsibilities
CRM Operations & Data Quality:
Own and maintain CRM data accuracy including customers accounts affiliations territories and sales line structures
Validate and coordinate data changes and corrections ensuring compliance with internal data governance standards
Perform regular data quality checks identify inconsistencies and proactively resolve issues before they impact field teams
Support and monitor activity and process documentation in the CRM system in line with local requirements
End-User Support & Ticket Management:
Serve as the first point of contact for CRM operational questions from end users
Own and manage CRM-related tickets including triage clarification follow-up and closure
Collaborate closely with support teams to ensure timely and correct resolution of incidents
Translate technical responses into clear actionable guidance for end users
Training Enablement & Communication:
Support CRM onboarding provide refresher trainings for new and existing users
Prepare and maintain training materials FAQs and process guidance for CRM usage
Run regular CRM support formats to address recurring issues and upcoming changes
Proactively communicate system changes process updates and best practices to field teams
Process Execution & Continuous Improvement:
Support the implementation of new CRM features modules and releases from an operational perspective
Identify recurring pain points in CRM usage and propose pragmatic process improvements
Ensure that CRM processes are fit for daily use well documented and consistently applied
Work closely with local and global stakeholders to align system capabilities with operational needs
What You Bring to the Position
Bachelors degree in business IT data or a comparable qualification; relevant vocational training is a plus
Several years of hands-on experience with CRM systems (e.g. Veeva CRM Salesforce) ideally in a field-force or commercial environment
Strong understanding of CRM data structures master data territories and operational workflows
Advanced Excel skills for data validation checks and ad-hoc analyses
Experience working with ticketing systems and coordinating with technical or offshore support teams
Clear structured communication style and the ability to explain technical topics to non-technical users
High attention to detail reliability and a strong sense of ownership for operational outcomes
Fluency in German (required) and English
Experience in the pharmaceutical or life-sciences environment is an advantage
Skills Desired
Calls Handling Customer Care Customer Experience Customer Relations Customer Satisfaction Customer Service Customer-Support E-Learning Field Service Management Order Management Professional Ethics Sales Waterfall ModelRequired Experience:
Manager
About Company
Novartis is a global healthcare company based in Switzerland that provides solutions to the evolving needs of patients worldwide.
