CRM & Business Support Associate Manager

Company Description

Statistics show that women and underrepresented groups tend to apply to jobs only if they meet 100% of the qualifications. Sobi encourages you to change that statistic and apply. Rarely do candidates meet 100% of the qualifications. We look forward to your application!

At Sobi, each person brings their unique talents to work as a team and make a difference. We are dedicated to developing and delivering innovative therapies to improve the lives of people who live with a rare disease. Our edge comes from our team of people and our commitment to patients.

Here at Sobi, our mission and culture get us excited to come to work every day, but here are a few more reasons to join our team:

• Competitive compensation for your work
• Emphasis on work/life balance
• Collaborative and team-oriented environment
• Opportunities for professional growth
• Diversity and Inclusion
• Making a positive impact to help ultra-rare disease patients who are in need of life saving treatments

Job Description

The CRM specialist will be responsible for supporting and managing automated solutions to facilitate Customer Relationship Management within the organization, this includes managing of the software tool, managing subsequent enhancements and upgrades. Developing and maintaining materials associated with the solution, such as Standard Operating Procedures, User Manuals, Training Materials and Records. Delivery launch, refresher and new user training as required. Creating analytical reports from the data for management to support business decisions and monitoring pre-defined KPIs. Manage the day-to-day administration of the system which will be used as a customer and account database and will record and monitor all customer-facing activities. The day-to-day management includes ensuring all data within the system is current and providing support for system users (except for IT related issues).

This role is critical in ensuring accuracy, integrity, of the CRM process and system in collaboration with the commercial teams. Also, CRM role responsibilities include using CRM software to store HCP data, personalizing marketing messages, managing product launches, and tracking patient feedback to improve engagement and sales. CRM Operations will allow for sustained attention to the evolving needs of our CRM system, ensuring optimal performance and ongoing improvements. Also, as part of the business support scope, this role involves working on special commercial projects and acting as a project support manager, coordinating commercial team activities, and facilitating communication between internal teams and external partners while ensuring alignment with MEANT scorecard. Lead process optimization and streamlining workflows to drive efficiency and improve cross functional collaboration where needed.

Key Responsibilities

HCP-Focused CRM:

• Develop and maintain detailed profiles of HCPs to tailor communications, share relevant product information, and build trust.

Data Management:

• Act as a point-of-resource for KAMs and MSMs relating CRM software and ensure granting and maintain user accesses to the CRM system to ensure maintaining and inputting accurate and up-to date customer data

Data Collection:

• Systematically collect and store vast amounts of patient and HCP data from various interaction points.

Data Analysis:

• Analyse customer data to understand patient behaviours and preferences, which informs targeted marketing campaigns and product development while ensuring that the CRM’s data is accurate and reliable.

Reporting & Governance:

• Generate sales & marketing reports to analyse sales performance, customer engagement and market trends.
• Optimizing spend allocation and improving the effectiveness of campaigns across different channels.
• Customize monthly standardized reports according to predefined KPI’s, formulation of recommendations, develop & deliver presentations.
• Deliver ad hoc analyses and reports for management.

Sales Excellence:

• Responsible for ensuring the sales excellence activities are managed effectively and ensuring information is aligned between CRM and other Power BI tools.

Segmentation & account mapping:

• Maintain and adapt the segmentation and targeting model to align with current business needs.
• Assist Commercial Excellence with territory alignment, target optimization, segmentation, cycle planning, call targets, and development.

Training and coaching:

• Training of Field Force in the respective field of expertise. Train Product Specialists, KAMs, FLMs, KAMs & MSLs on use of reporting system and deliver day to day support (Help Desk / Central email address, sending out emails to address problems, special occasion notifications etc)
• Support training and onboarding of team members on CRM best practices and procedures.
• Design and delivering CRM functional capability programs in collaboration with the HR team to ensure full utilization of the system and adherence to SOP.
• Organize monthly QTQ meetings & follow up with FLMs

Business Support:

• Lead process optimization and streamlining workflows to drive efficiency and improve cross functional collaboration based on assigned projects or processes.
• Acting as a project support manager coordinating commercial team activities and facilitating communication between internal teams and external partners while ensuring alignment with MEANT scorecard.
• Liaise/coordinate with Supply, Regulatory, Commercial, Medical, Finance & Compliance teams to ensure all product shipments adhere to industry regulations/timelines and guidelines.
• Monitor competitive activities and market trends within the biopharmaceutical landscape

Qualifications

Education/Work experience

• University-level education in life sciences, Pharmacy, Economics, Business or related field.
• Expertise in MS Office applications
• Experience in similar role as CRM or business support, ideally knowledge of sales force automation/database systems
• Knowledge of pharmaceutical industry is an advantage, healthcare sales/marketing or logistics.
• Minimum 5-7 years’ experience in a multinational organization role, working in matrix organization.
• Strong understanding of pharmaceutical regulations, compliance, and industry standards.
• Experience with CRM systems (e.g., Salesforce, Veeva CRM) and data management.

Skills/Knowledge

• Advanced communication skills.
• Excellent negotiation, and people skills.
• Ability to analyze complex data, prepare reports, and develop insights.
• Proficiency with MS Office and data analysis tools.
• Highly organized with the ability to manage multiple projects simultaneously.
• Collaborative and growth mindset
• Project management skills

Personal Attributes

• Demonstration of Sobi values (Care, Ownership, Urgency, Partnership, Ambition)

Languages

• Fluency in English and Arabic

Additional Information

All Sobi employees need to demonstrate behaviors in line with Sobi's core values: Care, Ambition, Urgency, Ownership and Partnership. Are you ready to be on the Sobi team? Come join a culture that empowers every person to be the person that makes a difference for rare disease.

Why Join Us?

We are a global company with over 1,700 employees in more than 30 countries and are committed to the societies where we operate. With a deeply skilled management team directing our day-to-day wins, and a Board with a stellar track record, we’re ready to take on the world’s diseases, ailments and adversity. Our people believe they have the power to make a positive impact in others’ lives because that’s exactly what we do here. If you’re seeking a career that taps into your talents in a way that makes the world a better, healthier place, we just may have a job for you.

We know our employees are our most valuable asset, and our culture conveys that. We offer a competitive benefits package, to support the health and happiness of our staff.

Sobi Culture

At Sobi, we refuse to accept the status quo. This is because we have witnessed first-hand the challenges facing those affected by rare diseases, and have used this knowledge to shape our business to find new ways of helping them.

As a specialized biopharmaceutical company, we are dedicated to rare diseases. And we see this focus as a strength. By effectively turning our research into ground-breaking treatments, we help make medicine more accessible and open up more possibilities for patients and more opportunities for those caring for them. This has been our approach since day one, but we know we can’t change the world of rare diseases on our own. Accomplishing this requires strong partnerships with patients, partners and stakeholders across the entire value chain. Together, we define how our business can create solutions that serve the needs of those affected by rare diseases while facilitating sustainable growth.

An Equal Opportunity Employer

Sobi is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. All employment decisions at Sobi are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity, protected veterans and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status or protected groups by the laws or regulations in the locations where we operate.

Sobi is an affirmative action and equal opportunity employer. Disabled/Veterans. If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access this website to apply for a vacancy as a result of your disability. You can request reasonable accommodations by sending an email to talentacquisition@sobi.com.