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Sr. Manager, HCP Customer Relationship Management

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This role is to develop and deploy healthcare professional (HCP) targeted Customer Relationship Management (CRM) strategies and tactical plans across the North America Pharma portfolio of brands focused on the vision of accelerating the Company's ability to compete and win by driving utilization of multi-channel marketing to engage one-to-one with HCPs. As a member of the Marketing Effectiveness (ME) function, s/he will report in to the Head of CRM and partner with the Marketing Partners and Media Planners in ME and Brand Managers in the Business Units (BUs) to engage HCPs and deliver experiences that meet their needs, in a manner consistent with the strategy for the brand.

The candidate will be a subject matter expert in CRM best practices and in leveraging data to inform plans, and be a driver in establishing a world class standard for CRM. Leveraging this experience, the candidate will be able to deliver in-market campaigns that deliver high value (ROI and customer engagement) in a timely and cost-effective manner. This role involves coordinating among multiple stakeholders, including Brand Managers, Media, IT, CRM vendor partners, AORs/agencies and Business Intelligence. S/he will also have a strong metrics orientation with an understanding of the importance of measuring engagement and calculating and improving the ROI on marketing investments.

Skills: Develop data driven CRM strategies focused on managing the depth, value and diversity of relationships with HCPs to build loyalty and ROI. Leverage multi-channel marketing to deliver the right message through the right channels.
Create new CRM campaigns and/or refine existing campaigns by analyzing Business Intelligence data and performance results, and appropriately scaling and optimizing CRM programs
Proactively partner with Marketing Partners and Media team to develop comprehensive plans supporting CRM strategies
Manage supporting partners (multi-channel campaign management vendor, agencies, and internal teams) on day to day campaign design, implementation, L/M/R review and ensure execution and successful delivery of plans.
Oversee and ensure that end-to-end testing is performed across all campaigns
Develop CRM measurement plans & KPIs, in partnership with Business Intelligence, to ensure all activities are tied to measurable results and incorporated into decision-making to improve effectiveness of HCP CRM investments
Oversee and manage the development of business rules to inform campaign requirements across agency teams and platform vendors
Identify and share learnings across the portfolio and ensure best practices are understood and applied
Be a subject matter expert and thought leader in HCP CRM, providing expertise in marketing channels and technologies across all phases of CRM strategy, planning and execution
Utilize the most effective tactics to engage HCPs through CRM to realize marketing objectives and targets
Ensure that campaigns adhere to privacy policies and regulatory requirements for HiPPA compliance
Partner with other marketing experts within the functions to ensure that end-to-end CRM campaigns meet business goals and maximize ROI
This role is key to ensuring relevant experiences are designed for HCPs
The candidate must have a deep understanding of CRM & Direct Marketing principles and needs to have a robust CRM background in and out of Pharma with documented success
The candidate needs to understand the dynamics that are shaping the healthcare landscape. S/he must synthesize the external environment, brand strategies, and ME resources to yield the greatest possible positive impact on business performance
The ideal candidate must exhibit strong interpersonal and collaboration skills. S/he must have proven success at advancing initiatives across organizational and geographic boundaries

Education: MBA preferred
Requires 8+ or more years of related marketing experience, including at least 5 years in CRM, direct marketing, or database marketing
Previous experience particularly in HCP CRM and in the healthcare and/or consumer packaged goods industry
Clear ability to develop CRM plans and then to roll up sleeves to execute programs with excellence
Experience leveraging data and insights to inform CRM strategies and drive plans
Familiarity with marketing in regulated industries
Experience partnering with internal business intelligence, IT and brand marketing organizations
Experience managing agencies, especially in the relationship or database marketing sector
Passion for customers, especially in the healthcare sector

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