Job Description

CRM Success Manager - Australia and New Zealand

• Location: Sydney (Macquarie Park) or Wellington (Upper Hutt)
• Employment Type: Permanent Full-Time
• Work Model: Hybrid in a collaborative, high-performing team
• Salary: Competitive salary and benefit

Join a Global Leader in Animal Health

Are you a strategic CRM professional with a passion for driving user adoption and digital transformation? We are looking for a dynamic CRM Success Manager to lead Salesforce (MAXX) capabilities across Australia and New Zealand. This is your opportunity to make a significant impact in a growing market while advancing your career globally.

Key Responsibilities

• Lead the Community of Practice (CoP): Drive collaboration and best practices within the SFE and digital marketing communities, fostering a culture of continuous improvement and knowledge sharing.
• Influence Change: Champion the adoption of new applications and processes, ensuring alignment with business unit priorities and global strategies.
• Enhance User Adoption: Develop and implement comprehensive strategies for user onboarding, training, and engagement, ensuring effective utilisation of the CRM system.
• Drive Sales Force Effectiveness: Unpack SFE principles to identify efficiencies and innovative ways of working, leveraging segmentation and sales team dynamics, including inside and digital sales.
• Mentor Sales Operations Managers: Provide guidance and support to Sales Operations Managers within business units, empowering them to drive CRM initiatives and achieve commercial outcomes.
• Manage Enhancement Requests: Oversee enhancement requests, triage support issues, and coordinate user acceptance testing (UAT) for new features in MAXX and MAXXFLEX.
• Communicate Effectively: Deliver clear, regular communications regarding CRM performance, updates, and success stories to stakeholders at all levels.

Success Measures

• Increased CRM adoption and performance metrics (e.g., call activity, coaching, email usage).
• Engagement levels within CRM communities and business units.
• Timely delivery of roadmap priorities and enhancements.
• Positive stakeholder feedback and satisfaction ratings.

What You’ll Bring

• Proven Experience: Extensive experience managing Salesforce (or Veeva/SFMC) at a strategic level, with a focus on driving user adoption and change management.
• Strong Communication Skills: Exceptional ability to influence stakeholders and inspire collaboration across cross-functional teams.
• Analytical Acumen: Expertise in data governance, compliance, and the ability to leverage analytics for strategic decision-making.
• Commercial Insight: Understanding of SFE KPIs, segmentation, and sales enablement strategies.

Desirable Experience

• Familiarity with marketing automation platforms (e.g., SFMC).
• Knowledge of the healthcare/pharma regulatory landscape.
• Background in commercial operations or sales enablement.

What You Can Expect

• Flexibility, autonomy, and global support.
• Opportunities for career development and skill-building.
• A collaborative team culture driven by purpose and innovation.

Qualifications

• Tertiary qualification in Business, Science, IT, or a related field.

Competencies

• Positive, adaptable, and solutions-focused mindset.
• Strong facilitation, influencing, and relationship-building skills.
• Ability to thrive in a complex, virtual, and global environment.

Join us in driving CRM excellence across ANZ! Apply now to make a real impact in the Animal Health industry.

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

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:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

05/26/2025

*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.