Customer Relationship Management Business Analyst

CRM Business analystRemoteContract/PermanentCore ResponsibilitiesServe as regional ambassadors for CRM excellence, representing business functions (Commercial, Medical, Events, Market Access) across multiple mid-size markets.Lead CRM utilization and adoption programs, focusing on call planning, targeting, sampling, and digital engagement efficiency.Capture, consolidate, and channel Voice of Customer (VoC) inputs from field users, identifying patterns, pain points, and enhancement opportunities.Partner with functional CRM Leads to translate business insights into CRM enhancements, workflows, and configuration updates.Ensure CRM dashboards and KPIs are aligned with performance objectives such as call coverage, engagement frequency, and compliance tracking.Support training and onboarding of new field users to drive system literacy and consistent best practices.Facilitate cross-market knowledge sharing, harmonizing successful use cases and process improvements across countries.Participate in regional governance forums to represent market-level feedback and propose enhancements.Experience & Competency ExpectationsExperience: 10–12 years in Commercial Excellence, Medical excellence, events excellence, Field Force operations within life sciences.Functional Knowledge: Strong familiarity with CRM platforms (e.g., Veeva, Salesforce) and related field execution modules (call planning, sampling, multichannel tracking).Analytical Skills: Ability to interpret CRM data and reports to drive actionable insights.Communication: Excellent stakeholder management and presentation skills; capable of bridging operational and strategic perspectives.Mindset: Business-oriented, proactive, and collaborative, with an ability to influence across countries and functions.Success MetricsImprovement in CRM adoption and data quality metrics.Reduction in user-reported issues related to process ambiguity.Increased cross-market alignment of KPIs and workflows.Positive feedback from field users and OpCo stakeholders on CRM support experience.