CRM & Operations Lead

As Customer Engagement Operations & CRM Lead, you will build the operational backbone that turns Customer Engagement strategy into scalable execution in the UK. You will design the CRM strategy and roadmap, lead Veeva adoption and connect Customer Engagement, Marketing and Technology around one way of working. Your impact will show in faster, clearer, better-coordinated customer interactions and stronger support for people living with serious chronic diseases.

You combine CRM strategy expertise with the ability to turn ideas into working processes that people actually use.

• A Bachelor’s degree in Business, Marketing, Technology, Digital, Data or a related discipline, or equivalent professional experience.
• Experience with Veeva CRM/Vault, Salesforce or comparable CRM and marketing automation platforms.
• Significant experience in CRM, customer engagement operations, commercial operations, marketing technology or omnichannel delivery, ideally within a regulated industry.
• Demonstrated experience designing and leading CRM strategy, platform adoption and business transformation across cross-functional teams.
• Proven ability to translate business strategy and user needs into operational processes, governance, technology requirements and prioritised roadmaps.
• Strong understanding of customer journey orchestration, marketing automation, segmentation and targeting, campaign operations, consent and data-enabled engagement.
• Strong programme, project and change leadership skills, including managing multiple work streams, dependencies, stakeholders and delivery partners.
• An analytical, outcome-focused approach, with experience defining KPIs and using performance and adoption data to drive improvement.
• Excellent communication, influencing and facilitation skills, with credibility across Customer Engagement, Marketing, Medical, Sales, Data and Technology.
• People leadership experience, strong business process design and problem-solving capability, and high standards of execution.

You will set the pace and the standards for how Customer Engagement works, from the first brief to deployment and optimisation.

• Design and own the UK CRM strategy and roadmap, aligning platform priorities, business processes, data requirements and adoption plans with the Customer Engagement transformation programme.
• Lead UK adoption and value realisation for Veeva across Sales, Marketing, Medical, KAM and Customer Engagement, supported by governance, role clarity, training, change leadership and user support.
• Lead the operating model, governance and delivery rhythm for Customer Engagement, improving workflows, service levels, controls and decision forums to increase quality, speed and transparency.
• Translate customer and brand objectives into executable customer journeys, campaign workflows, audiences and channel plans, and own the deployment of CRM, marketing automation and omnichannel activity, including consent, testing, launch and optimisation.
• Define and monitor KPIs for operational performance, CRM adoption, channel execution and customer engagement quality, and use the insight to improve journeys, campaigns, processes and platform priorities.
• Lead and develop your team and matrix contributors, and ensure all activity meets governance, data privacy, consent, quality and regulatory requirements.

You will report directly to the Director, Customer Engagement and act with leadership in representing the Customer Engagement team on all CRM-related matters across International Operations.

You will work at the intersection of Customer Engagement, Marketing and Technology. Your closest partners will be Digital Customer Engagement, Content & Campaigns, Commercial Excellence and Data, Insights & AI,…