Larry Tomac

• • Analyze CRM data and Market performance to identify trends, patterns and insights that drive business decision at country and regional level (Adriatic cluster).

• • Develop and maintain dashboards and reports to monitor key performance indicators (KPIs).

• • Collaborate with cross-functional teams to understand their data needs and provide analytical support.

• • Support implementation of customer engagement effectiveness strategies, territory alignment, segmentation and targeting.

• • Perform data cleansing, validation, and enrichment to ensure data accuracy and integrity.

• • Ensure implementation of defined criteria and process at country/regional level in line with global definition.

• • Utilize statistical methods and data visualization tools to present findings.

• • Monitor and report on the effectiveness of CRM and OCE (Omnichannel) campaigns and initiatives.

• • Maximize the efficiency of the CRM data and software to improve customer care, ensuring the CRM's accuracy and reliability.

• • Bridge the gap between the CRM system and employees who interact with it and resolve any potential problems.

• • Develop and implement incentive tracking system to ensure transparency and accuracy in incentive distribution.

• • Calculate and track incentives for customer engagement teams based on performance metrics and CRM data.

• • Participate in AI driven projects in customer engagement area.

• • Designs and executes omni-channel, engagement and customer experience analytics in Tableau or other tools based on key outcomes defined in alignment with nucleus teams and country engagement teams.

• • Supports data/information collection end-to-end by designing tools for collecting, analysing and aggregating information.

• • Proactively monitors data trends (sales, patient numbers, CX measurement, insight questions, defined KPIs) and alerts/identifies important trends/findings for nuclei and countries.

• • Enables data driven decisions for the Nucleus teams by analysing co-creation of relevant outcome KPIs

• • Translates results from analytics, outcome and experience measurements with nuclei and country teams into actionable insights.

• • Define segmentation data, collection and data reporting guidance with Nucleus team and implement in CRM and analytics tool for country localization (with CRM manager and Data integration architect) o All other activities that are required to fulfil the position purpose and are connected and needed to execute above listed tasks and responsibilities of the role.

Role:

• • Manages and supports CRM and satellite systems and ensures smooth system operability and enhancements as well as needed processes for legal, consent and data protection requirements.

• • Manages data import and extraction (different datasources in AT versus AA)

Role: Data & Analytics Expert

• • Designs and executes campaign analytics, collect data/information, insight generation segmentation of targeting by managing data, delivering analytics and key insights and proactively monitoring data trends and alerting/identifying important trends/findings for nuclei and countries.

• • Develops, visualizes performance of brand and campaign by application of tools and systems.

• • Enables data driven decisions for the Nucleus teams by analyzing campaign outcomes and defining quantity and quality metrics and KPIs.

• • Translates results from analytics into business implications.

• • Using statistical tools to identify, analyses, and interpret patterns and trends in complex data sets that could drive and improve decisions and predictions. Role: CRM & Satellite Systems

• • Manage CRM and satellite systems (Veeva) and ensure smooth system operability and enhancements. Architect technical solutions to meet cluster needs.

• • Define, implement, and continuously improve the cluster technology.

• • Provide the Veeva and satellite systems subject matter expertise as well as MCCP technical guidance.

• • Troubleshoot system configuration issues and perform configuration changes in the system.

• • Continuously monitors Veeva usage and finds opportunity areas to enhance utilization and adoption.