CRM Lead – LATAM

Key Responsibilities

• CRM Support & Administration
• Provide end-to-end CRM support to the LATAM Field Force, ensuring system stability and high service quality.
• Manage CRM operations including Surveys, Products, Territories, Roles, Key Messages, Medical Samples, Data Requests and other setups.
• Ensure compliance with SLAs, governance, and HCC requirements.
• Lead UAT testing, system validations, and deployments in collaboration with IT teams.

Execute operational activities such as:

• Cycle plan management
• Bulk uploads (holidays, structures, key messages)
• Product and content updates (Approved Emails, Veeva Materials)
• Analyze business requirements and lead solution design with IT and stakeholders.
• Manage user lifecycle (access, approvals, license optimization, and certifications).

Key Skills & Competencies

• Strong CRM Management (Veeva CRM / Omnichannel ecosystems)
• Stakeholder management (regional & global)
• Vendor & service management
• Data governance & compliance (HCC, Privacy)
• Process optimization and automation mindset
• Analytical thinking and KPI-driven decision making
• Strong customer orientation and business understanding
• Ability to assess impacts and translate business needs into solutions
• Strong negotiation and communication skills

Technical & Professional Requirements

• Experience in CRM administration / system management
• Advanced Microsoft Office skills (Excel, PowerPoint)
• Experience working with data, dashboards, and reporting tools
• Familiarity with ticketing tools (e.g., Zendesk) is a plus
• Languages
• English: Strong (required)
• Spanish: Advanced (required)
• Portuguese: Desirable