CRM Operations Manager

Description

* Supervise and manage the activities of the CRM Data Stewards team to ensure effective support for internal customers within the area. * Implement global CRM initiatives in Mexico and Colombia. * Perform consulting and support activities to improve sales force productivity (productivity metrics, territory design, customer universes, etc.) * Design and implement data management strategies, configuration, training, and effective use of CRM and related systems/databases. * Collaborate with the global team on CRM support, training, improvement, and optimization projects. * Align, evaluate, and implement Sales Operations and Sales-related projects and initiatives involving CRM. * Identify opportunities to maximize all available CRM data sources. * Design, generate, and interpret various reports for Sales and support areas using different tools (salesforce.com, SQL, data warehouse, PowerBI, Excel). * Lead CRM and related systems trainer. * Participate in global and local meetings, either in person and/or via video calls. **Responsibilities and Authorities** **GCDP initiatives (Global Commercialization of Data and Platforms) for MX** Escalations, troubleshooting and investigation of local issues for global resolution (samples, missing customers, system errors, etc.) GCDP New global/IBU projects (CODS retirement, EDB migration, OneKey, new Veeva functionalities, etc.) New CRM Releases launch in MX/CO (timelines, plan, training, OCM, etc.) New requirements for GCDP systems and tools related to CRM (Veeva CRM, GCCP, EDB, RADAR, etc.) OneKey technical support and troubleshooting GCCP (Global Customer Consent and Preferences) local support Veeva CRM/GCCP Training topics User Acceptance Testing for GCDP systems **ABC Mexico (targeting processes, frequency plans, etc.)** Coaching Days / Coaching Reports metrics Execution Forum metrics Veeva technical support and guidance Consulting Training Metrics support and guidance **Veeva CRM Support \- Head office and Sales Ops (MX)** HR/Compliance/Sample/Quality (audits, investigations, recall simulations, etc.) Data extractions Reports (SFDC, SQL) Adaptive Targeting project / E\-Reps validations Consulting requests OCE technical support in Veeva CRM (Segmentation, Veeva Suggestions, VAEs, Surveys) Medical Samples committee LATAM integrity review, Spring Business Review data support Support for Ministry of Health Transparency report generation Sales Ops Special projects (examples: new Coaching Report, Dashboard transition, ToK, deployments, etc.) **Veeva CRM Administration (MX)** Sales hierarchy configuration (new sales forces, territories, etc.) New Product Launches configuration in Veeva CRM Product and Samples Catalog Management User activation / inactivation / setup Password resets Troubleshooting and escalations Translations **Veeva CRM Support \- Medical (MX)** Account creation for MSLs Veeva technical support and guidance **Requirements and Qualifications*** Advanced Database knowledge and experience (Access, SQL, Oracle). * Advanced Excel proficiency. * Knowledge or experience in CRM system administration (salesforce.com or Veeva preferred). * Familiarity with Business Intelligence tools or strategies (PowerBI and Data Warehouse experience preferred). * Prior project management experience. * Experience supervising work teams. * Experience with global projects and teams. * Experience or knowledge of the pharmaceutical industry (preferably in productivity or Sales Operations areas). * Desired knowledge of Excel macro programming. **Additional Information** MUST: * Strong analytical and problem-solving skills. * High learning capacity, numerical aptitude, database handling, and interpretation skills. * Formal and informal leadership skills. * Persuasion and negotiation skills with clients. * Proficiency in computer tools (Excel, SQL, databases at an advanced level, PowerBI). * Project management capability. * Interaction with executives, group presentations, and collaboration with global teams. * Effective oral and written communication in English. Are you looking for a place where your ideas shine? With over 38 years of experience and a global presence, Stefanini transforms tomorrow—together. Here, every action counts and every idea can make a difference. Join a team that values innovation, respect, and commitment. If you are a disruptive individual, committed to continuous learning, and innovation is in your DNA, then we are what you are looking for. Come and let’s build a better future—together!