Experience

• 

  Boehringer ingelheim

  Jan 2012 - Feb 2024

  • Owned the CRM solution including orchestrating comprehensive testing, training and deployment of CRM ecosystems, while enforcing a robust governance model to track adherence.• Worked in conjunction with Global IT, Global CX, IT vendors and CX/CRM colleagues to design and execute upgrades, ensuring seamless integration, optimisation and design.• Held overarching responsibility for a complex and highly integrated CRM ecosystem, managing the harmonious integration of Veeva CRM, Salesforce Service Cloud, Veeva Vault, Veeva Align, Canvas (Showcase), Neogrid, and Adobe Campaign.• Led and inspired a team of Associate CRM Manager and Data Stewards, fostering a safe environment of innovation where we could trial new initiatives and promote a culture of success with a winning spirit.• Led a pioneering segmentation and targeting initiative to categorise customers based on potential and integrated regular updates which consistently enhanced efficiency and effectiveness.• Designed and implemented a hybrid working model in response to the COVID-19 pandemic, seamlessly transitioning to remote detailing content and capturing customer consent, ensuring business continuity.• Pioneered a streamlined system for FOC stock management ensuring approval of all FOC stock before shipping, resulting in a significant reduction in FOC to increase profitability.• Streamlined internal processes by automating order transfers to wholesalers, reducing internal workload.• Drove automation initiatives, revolutionising internal processes and enhancing efficiency across the board. Including the design and implementation of a project that automated the visualisation of customer financial information directly within the CRM system, addressing several business pain points.• Instrumental in implementing enhanced coaching capabilities enabling tracking of coaching activities and providing team members progression. Empowering the users with structured guidance and actionable insights. Show less •Managed the Animal Health (CRM) systems and led a team of data stewards, ensuring data was accurate and processed promptly.•Worked with the Operations Manager and business heads to seek feedback on system and process improvements, meticulously measuring CRM activity and tailoring new CRM initiatives.•Designed and co-created integration between the customer website portal and the CRM system, facilitating a fluid, seamless flow of customer consent and content consumption data.•Incorporated unique customer registration numbers and implemented prompts for customers, ensuring the comprehensive capture of interactions.•Implemented automated notification mechanisms between CRM and the call centre of customer activities to empower the sales teams with real-time insights, catalysing proactive decision-making.•Led a substantial data validation project following the acquisition of a new business unit.•Oversaw the consolidation of two CRM systems, conducting reviews on datasets, to ensure data integrity and accuracy.•Coordinated updates to SAP ERP systems to ensure accurate reporting on the entire customer and product dataset. Show less •Operated as the backbone of divisional CRM support, collaborating closely with key stakeholders to drive tailored CRM initiatives aligned with strategic objectives.•Led the implementation of a new CRM system during the merger of both companies to accommodate the diverse product portfolios.•Conducted immersive requirement engineering and process mapping workshops, meticulously sculpting the blueprint for transformative CRM strategies.•Designed and collaborated on a new call centre solution, prioritising user experience (UX) and interface (UI) enhancements.•Empowered external training partners with the skill sets for content delivery, driving excellence in knowledge dissemination.•Spearheaded the analysis and development of CRM and sales data analytics, equipping end users with invaluable insights for strategic decision-making.•Recognised an opportunity for efficiency gains in managed hosted websites. I undertook training in Drupal and CQ5 to autonomously update content, significantly reducing costs whilst ensuring compliance.•Directed a project centred on rebates and the associated application, balancing end-user requisites with commercial imperatives, culminating in annual savings of £500k while optimising rebate processes.•Enabled customer-facing remote meeting content via Adobe Connect, amplifying engagement and connectivity. Show less

  • CRM & Platform Product Manager

    Nov 2019 - Feb 2024

  • CRM Manager

    Apr 2018 - Oct 2019

  • Business Support CRM & Operations

    Jan 2015 - Mar 2018

  • Business Partner & Project Manager

    Jan 2012 - Jan 2015