IT CRM Technical Lead

UCB - Union Chimique Belge

Brussels, Belgium

To strengthen Digital Technology team, based at the HQ, in Brussels, Belgium we are looking for a talented individual to fill the position of: IT CRM Technical Lead.

The Digital Technology (DT) CRM Technical Lead will oversee the implementation, architecture, and evolution of the Veeva CRM system, ensuring it aligns with business needs and enhances customer engagement. Collaborating with cross-functional teams, the DT Lead will work within a CRM technology team, partnering closely with an implementation vendor and an operational excellence group. This role involves guiding the development team to deliver a sustainable and efficient CRM solution that meets stakeholder expectations.

What you’ll do

Oversee the day-to-day operations of the Veeva CRM system, ensuring it is effectively utilized across the organization. Plan, execute, and manage CRM-related projects, ensuring they are completed on time, within scope, and within budget. Liaise with CRM and Implementation vendors to manage projects, system updates, troubleshoot issues, and implement new features;
Lead the continuous improvement and evolution of the Veeva CRM system to meet changing business requirements. This also means to be able to help drive the CRM migration transition planned in the coming 2-3 years;
Ensure the CRM Architecture is well thought of and well designed to unable a well connected & future proof landscape. This part will be critical as the CRM is heavily embedded in all UCB commercial operation and having a dependency on many other tools and scope (reporting, data, MDM, Omnichannel etc). Ensure an integrated 360 degree healthcare professionals (HCPs) view and that all channels are well integrated within the CRM so that those can be consumed by AI & BI capabilities;
Work closely with stakeholders from different departments, including marketing, sales, and IT, to gather requirements and ensure the CRM system supports their needs;
Provide technical guidance and support to the CRM team, ensuring best practices are followed and technical issues are resolved promptly. Be able to review and guide the architecture of the technical setup and configuration done in the CRM and ensure the CRM integrate smoothly with the rest of the G2M/commercial landscape;
Ensure the integrity and accuracy of CRM data, implementing data governance practices as needed.

For this role we’re looking for the following education, experience and skills

Bachelor's degree in IT, Computer Science, or a related field; Veeva CRM certification required;
Over 10 years in IT with a focus on CRM systems (preferably Veeva CRM), including 3+ years in the pharmaceutical industry and proficiency in CRM and omnichannel business processes;
Expertise in Veeva CRM, Salesforce, IT infrastructure, security, configuration, data management, and project management, with experience in planning, budgeting, governance, and deployment;
Strong communication, problem-solving, and decision-making abilities, with the capacity to influence, challenge, and shape project scope while collaborating effectively across teams;
Knowledge of HCP engagement tools, event management, marketing automation, and advanced technical expertise (SQL, SOQL, APIs, HTML5, JavaScript);
Ability to think strategically and tactically, with sound business judgment and familiarity with digital healthcare strategies and the CRM ecosystem.

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