Customer Relationship Management

3 days ago

Macquarie Park, Australia MSD Full time

**Customer Relationship Management (CRM) Lead ANZ**

**THE OPPORTUNITY**
- Exciting opportunity to join an **innovative** and **trusted** **Global Animal Health business**
- ** Permanent Full-time** opportunity - based in **Macquarie Park**
- Play a key role in driving **data-driven **&** customer-centric strategies** for our** exciting products**

Our Animal Health Marketing team takes a customer centric perspective using customer feedback and market intelligence data. Using this data, we design, develop and deploy products, platforms, brands and marketing initiatives that ensure we can improve the health and well-being of animals everywhere.

**What You Will Do**

As the Customer Relationship Manager (CRM) Lead ANZ, you will play a pivotal role in managing the CRM system to provide strategic guidance to sales and marketing regarding customer segmentation, targeting, profiling, and analytics, enabling the sales force to focus on the needs of the customers. You will also be responsible for delivering training to ensure effective utilisation of the CRM, as well as overseeing all system integration related to the CRM system.

You will join a diverse team of professionals, providing support to multi-channel customer engagements and reporting to the Sales Enablement Manager for the ANZ cluster.
- Responsibilities include, however not limited to:_
- Developing and delivering on the CRM vision and Road Map in collaboration with the Sales Enablement Lead to future-proof CRM initiatives (eg. CRM, subscription management, Key selling messages, territory updates, dashboards and analytical support, master data governance, CPQ (subscription + rebate management tools) that drive customer centricity.
- Integrating digital capabilities that allow the flow of customer data across systems, enhancing the visibility of the customer journey for the commercial team.
- Representing the requirements of the ANZ commercial team to the regional/global team for prioritisation.
- Identifying areas of enhancement and creating efficiency in business processes regarding customer targeting, profiling, analytics, and sales/service solutions.
- Understanding end-user needs and translating them into technical requirements and solutions.
- Leading and engaging with local superusers and networking with peers to address challenges, share and implement best practices.
- Works collaboratively with Sales Enablement Manager, IT partners and BU teams to surface issues and drive for timely decisions to ensure delivery on CRM and related systems’ requests
- Exceptional relationship management skills with an ability to build relationships across the business, with a strong partnering approach and commitment to delivering operational excellence ' hands-on'.
- Influence and guide business partners through change management initiatives as our business continues to transform our business model and customer offerings

**What You Must Have**
- Tertiary qualification in Business, Commerce, Marketing, I.T or related field is preferred
- Possess solid (4+ years) working experience implementing and managing CRM systems, training and project management, with a strong track record of delivering exceptional commercial outcomes
- Proven experience working with vendors and internal stakeholders implementing CRM systems
- Expertise in data management, data governance and insights
- Experience working within complex global matrixed organisations, with an ability to build positive business partnering relationships with cross-functional teams across Sales, Finance, IT etc
- Positively embraces change and operates effectively in continually changing environment, whilst also able to influence and guide business partners through change management initiatives
- Strong active listening, business facilitation, and influencing skills
- A strong problem-solving capability with a solutions-focussed outlook
- Travel is required in AUS & NZ for in-field sales visits and Business Meetings as required

**What You Can Expect**
- A fantastic opportunity to join a **global market leader** working at the forefront of **industry technology** and **innovation**
- Pivotal role in **driving user adoption **across the** Animal Health business** to optimise **CRM tools and initiatives** to **support strategies** with **customers always ‘front of mind’**
- Attractive **Total Rewards Package** offered that covers **compensation**, **health**, **work** **life** and **career benefits**

Our Animal Health Division is a trusted global leader in veterinary medicine, dedicated to preserving and improving health, well-being, and performance of animals and the people who care for them. We are a global team of professionals working together to make a positive difference in animal care and the world’s food supply and have a deep sense of responsibility towards our customers, consumers, animals, society, and our planet.

Through our commitment to The Science of Healthier Animals®, we offer veterin

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