The Position
Are you passionate about driving customer engagement through smart systems and data accuracy
As a Channel Operations Specialist, youll play a vital role in supporting multi-channel Customer Engagement Excellence using the Veeva system. Youll be responsible for managing the samples databaseensuring all inputs are complete and accurate, MCCPs and accounts are correctly loaded, and users are well-trained. Youll also take the lead in producing and monitoring Veeva multi-channel KPIs, helping the team make data-driven decisions that enhance customer interactions. If you&aposre ready, this is your opportunity to make a measurable impact.
Duties And ResponsibilitiesAbout our future employee
- Veeva CRM System Management & Multi-Channel Customer Engagement Implementation
- Upload Multi-Channel Cycle Plans (MCCPs) to Veeva accurately and on time, aligned with customers&apos preferred communication channels (F2F, VE, etc.)
- Develop and provide data, metrics, and reportsincluding multi-channel KPIsto support cross-functional orchestration for exceptional customer experience
- Ensure timely data flow and synchronization across platforms to enable a single customer view
- Optimize Veeva database accuracy to drive operational efficiency and deliver actionable insights to brand teams
- Conduct initial and ongoing training for all users (Sales, Marketing, Medical) on current and emerging functionalities (e.g., Engage, Surveys, Events Management, CfE/CtC/Virtual, KAM, CLM, Align)
- Evolve Veeva functionalities to support multi-channel engagement (e.g., update MyPlan to show plan, actual, and balance per channel)
- Provide helpdesk support and troubleshoot Veeva data input issues for local users
- Monitor and report stakeholder usage of Veeva functionalities to facilitate orchestration across channels (e.g., Engage, FuE, Event Management, Survey, CfE, CtC)
- Recommend field force structure or territory realignments to the Head of ComOps based on KPI performance (e.g., call volume, reach, frequency)
- Support Veeva email system usage for capturing ePermission and sending timely, accurate communications
- Implement and report ROPU Country Closed Loop Marketing (CLM) in alignment with ROPU Center guidance on Digital Detail Aids (DDA)
- Samples Management
- Prepare samples monitoring reports to support local Samples Policy implementation
- Conduct training for PSRs and DSMs on samples management in Veeva CRM
- Coordinate with the Compliance Manager to enforce decisions on samples inventory in Veeva CRM
- Compliance & Policies
- Ensure compliance with all regulations regarding interactions with healthcare professionals (HCPs), following the BI Code of Conduct
- Take prompt and necessary actions on compliance-related issues
- Bachelors degree in Business Administration, Marketing, or any related discipline
- 23 years of experience in managing large-scale data and related applications, experience with Veeva is a plus
- Background in Sales, Commercial Operations, SFE, CRM, or CVM is an advantage
- Advanced proficiency in data management, particularly in Microsoft Excel
- Expert analytical skills
- Strong project management capabilities
- Comprehensive understanding of sales and marketing functions
Our Company
Why Boehringer Ingelheim
With us, you can develop your own path in a company with a culture that knows our differences are our strengths u2013 and break new ground in the drive to make millions of lives better.
Here, your development is our priority. Supporting you to build a career as part of a workplace that is independent, authentic and bold, while tackling challenging work in a respectful and friendly environment where everyone is valued and welcomed.
Alongside, you have access to programs and groups that ensure your health and wellbeing are looked after u2013 as we make major investments to drive global accessibility to healthcare. By being part of a team that is constantly innovating, you&aposll be helping to transform lives for generations.
Want to learn more Visit https://www.boehringer-ingelheim.com
