CRM & Operations Lead

In this role you will design and own the UK CRM strategy and roadmap, shaping how Customer Engagement translates strategy into scalable operations. You will drive Veeva adoption and align Customer Engagement, Marketing and Technology around one way of working. Your work enables faster, clearer, better-coordinated customer interactions and supports people living with serious chronic diseases. This is a hands-on leadership role focused on transformation, governance and data-driven improvements.

• Design and own the UK CRM strategy and roadmap, aligning priorities with transformation programmes
• Lead UK adoption and value realisation for Veeva across Sales, Marketing, Medical, KAM and Customer Engagement with governance and training
• Oversee operating model, governance and delivery rhythm to improve workflows and decision forums
• Translate objectives into executable customer journeys, campaigns and channel plans; deploy CRM and omnichannel activity with consent and testing
• Define and monitor KPIs for operational performance and adoption; use insights to improve journeys and platform priorities
• Lead and develop the team and matrix contributors, ensuring governance, data privacy, consent and regulatory compliance

• Bachelor’s degree or equivalent experience
• Experience with Veeva CRM/Vault, Salesforce or equivalent CRM/marketing automation platforms
• Significant experience in CRM, customer engagement operations, or omnichannel delivery in a regulated industry
• Proven ability to design and lead CRM strategy, platform adoption and business transformation across cross-functional teams
• Ability to translate business strategy into operational processes, governance, and technology roadmaps
• Strong understanding of customer journey orchestration, marketing automation, segmentation and consent management
• Strong programme, project and change leadership skills with multi-workstream coordination
• Analytical, outcome-focused with KPI definition and data-driven improvement
• Excellent communication and stakeholder management across CE, Marketing, Medical, Sales, Data and Tech
• People leadership, process design, problem-solving and high execution standards

• communication
• influencing
• facilitation
• Veeva CRM/Vault
• Salesforce
• marketing automation