CRM & SFE Specialist

Job Description

The CRM & SFE Specialist owns the CRM and Sales Force Effectiveness (SFE) capability and associated ways of working, including governance, standards, and adoption. The role is accountable for system reliability, data quality, and user adoption, ensuring compliant, high value CRM use across markets. The specialist continuously enhances CRM capabilities to support SFE processes, omnichannel engagement, and efficient commercial execution. As the single point of accountability for CRM and SFE across the assigned markets, the role partners closely with commercial teams and key stakeholders.

This is a hands‑on role requiring expertise in Veeva CRM, Salesforce, Salesforce Marketing Cloud and related systems. The CRM & SFE Specialist acts as the local Subject Matter Expert, performs system configuration and updates, manages tagging and taxonomy, supports omnichannel journey execution, and raises and manages IT service requests on behalf of the business.

Key Responsibilities

Sales Force Effectiveness (SFE) & Commercial Enablement

• Own and govern Sales Force Effectiveness (SFE) capabilities across assigned markets, including segmentation, targeting, adoption ladder, Multi‑Channel Cycle Planning (MCCP), call planning.
• Design and continuously improve MCCP and SFE approaches to increase effectiveness, customer engagement and commercial impact.
• Ensure SFE processes are embedded in CRM.
  
  

CRM & Marketing Technology Platform Ownership (Veeva, Salesforce, SFMC)

• Act as the single point of accountability and local Subject Matter Expert (SME) for CRM and SFE solutions across assigned markets.
• Own and administer Veeva CRM (Salesforce platform), ensuring alignment with SFE workflows, account planning, and omnichannel execution.
• Perform hands‑on CRM configuration and updates.
• Work with Salesforce Marketing Cloud, supporting business needs.
• Ensure CRM, SFMC, and related MarTech solutions are compliant, integrated, and fit‑for‑purpose for commercial use.
  
  

Governance, Standards & Strategy

• Maintain and evolve the CRM, SFE, and omnichannel governance framework, standards, and operating model across markets.
• Represent market needs in regional and global forums, translating business requirements into enhancements, user stories, and roadmap priorities.
  
  

Demand, Prioritization & Service Management

• Own CRM, SFE, and MarTech change requests across assigned markets.
• Raise, track, and manage IT Service Requests.
• Act as the bridge between business users and IT, ensuring clear requirements, realistic timelines, and delivery.
  
  

Operations, Enablement & Adoption

• Support training, onboarding, and continuous enablement.
  
  

Data Quality, Tagging & Compliance

• Ensure accurate and compliant customer master data, account hierarchies, activity records, consent, tagging, taxonomy and segmentation attributes.
  
  

Releases, Testing & Change Management

• Coordinate CRM and SFMC releases, UAT, and change activities across markets.
• Lead and execute testing for Veeva CRM, Salesforce, and Salesforce Marketing Cloud, ensuring business readiness.
• Partner with analytics and insights specialist to translate SFE and omnichannel insights into tangible improvements.
  
  

Qualifications

Education

• Degree in Business, Marketing, IT, Data & Analytics, or a related field
• CRM, MarTech, digital, or data certifications preferred
  
  

Experience

• Proven experience in CRM administration (for example, Salesforce or Veeva)
• Experience in CRM, commercial operations, MarTech, or related roles
• Exposure to data governance, system releases, and multi-country stakeholder engagement
  
  

Skills

• Strong CRM technical knowledge with an understanding of SFE and omnichannel workflows
• High attention to data quality, compliance, and detail
• Ability to translate business needs into clear requirements and practical solutions
• Strong stakeholder management and communication skills
• Hands on, structured, and solution-oriented working style
• Coaching mindset with an analytical and continuous improvement focus
  
  

Required Skills

Business Readiness, Client Counseling, Corporate Productions, Customer Engagement, Data Governance, Emerging Technologies, Information Technology (IT) Services, IT Demand Management, IT Service Management (ITSM), Marketing Automation, Operational Acceptance Testing (OAT), Prioritization, Product Management, Requirements Management, Salesforce Marketing Cloud, Solution Architecture, Stakeholder Relationship Management, Technical Advice, Technology Marketing, User Experience (UX) Design, Veeva CRM, Waterfall Model

Preferred Skills

Current Employees apply HERE

Current Contingent Workers apply HERE

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.

Employee Status

Regular

Relocation

Domestic/International

VISA Sponsorship

No

Travel Requirements

25%

Flexible Work Arrangements

Hybrid

Shift

Not Indicated

Valid Driving License

No

Hazardous Material(s)

n/a

Job Posting End Date

05/31/2026

• A job posting is effective until 11 59 59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.
  
  

Requisition ID R394548