CRM & SFE Specialist

Job Description

The CRM & SFE Specialist owns the CRM and Sales Force Effectiveness (SFE) capability and associated ways of working including governance standards and adoption. The role is accountable for system reliability data quality and user adoption ensuring compliant high value CRM use across markets. The specialist continuously enhances CRM capabilities to support SFE processes omnichannel engagement and efficient commercial execution. As the single point of accountability for CRM and SFE across the assigned markets the role partners closely with commercial teams and key stakeholders.

This is a handson role requiring expertise in Veeva CRM Salesforce Salesforce Marketing Cloud and related systems. The CRM & SFE Specialist acts as the local Subject Matter Expert performs system configuration and updates manages tagging and taxonomy supports omnichannel journey execution and raises and manages IT service requests on behalf of the business.

Key Responsibilities:

Sales Force Effectiveness (SFE) & Commercial Enablement

• Own and govern Sales Force Effectiveness (SFE) capabilities across assigned markets including segmentation targeting adoption ladder MultiChannel Cycle Planning (MCCP) call planning.

• Design and continuously improve MCCP and SFE approaches to increase effectiveness customer engagement and commercial impact.

• Ensure SFE processes are embedded in CRM.

CRM & Marketing Technology Platform Ownership (Veeva Salesforce SFMC)

• Act as the single point of accountability and local Subject Matter Expert (SME) for CRM and SFE solutions across assigned markets.

• Own and administer Veeva CRM (Salesforce platform) ensuring alignment with SFE workflows account planning and omnichannel execution.

• Perform handson CRM configuration and updates.

• Work with Salesforce Marketing Cloud supporting business needs.

• Ensure CRM SFMC and related MarTech solutions are compliant integrated and fitforpurpose for commercial use.

Governance Standards & Strategy

• Maintain and evolve the CRM SFE and omnichannel governance framework standards and operating model across markets.

• Represent market needs in regional and global forums translating business requirements into enhancements user stories and roadmap priorities.

Demand Prioritization & Service Management

• Own CRM SFE and MarTech change requests across assigned markets.

• Raise track and manage IT Service Requests.

• Act as the bridge between business users and IT ensuring clear requirements realistic timelines and delivery.

Operations Enablement & Adoption

• Support training onboarding and continuous enablement.

Data Quality Tagging & Compliance

• Ensure accurate and compliant customer master data account hierarchies activity records consent tagging taxonomy and segmentation attributes.

Releases Testing & Change Management

• Coordinate CRM and SFMC releases UAT and change activities across markets.

• Lead and execute testing for Veeva CRM Salesforce and Salesforce Marketing Cloud ensuring business readiness.

• Partner with analytics and insights specialist to translate SFE and omnichannel insights into tangible improvements.

Qualifications:

Education

• Degree in Business Marketing IT Data & Analytics or a related field

• CRM MarTech digital or data certifications preferred

Experience

• Proven experience in CRM administration (for example Salesforce or Veeva)

• Experience in CRM commercial operations MarTech or related roles

• Exposure to data governance system releases and multi-country stakeholder engagement

Skills

• Strong CRM technical knowledge with an understanding of SFE and omnichannel workflows

• High attention to data quality compliance and detail

• Ability to translate business needs into clear requirements and practical solutions

• Strong stakeholder management and communication skills

• Hands on structured and solution-oriented working style

• Coaching mindset with an analytical and continuous improvement focus

Required Skills:

Preferred Skills:

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