CRM & Reporting Analyst

CRM & Reporting Analyst is responsible for the ownership, configuration, and ongoing optimization of the CRM platform supporting Commercial teams across the organization.

The role ensures CRM system stability, data quality, user governance, and alignment of CRM functionality with commercial processes and operating model requirements.

This position acts as the primary subject‑matter expert for CRM, supporting Commercial Excellence, Sales, IT, and Global CoE teams to ensure effective and compliant use of Microsoft Dynamics.

Key Accountabilities & Responsibilities

CRM System Ownership (Microsoft Dynamics)

• Act as system owner and subject‑matter expert for Microsoft Dynamics CRM within the Commercial organization.

• Ensure CRM system configuration supports agreed commercial processes, user journeys, and operating models.

• Manage CRM data structures, business rules, workflows, and security roles in line with business and compliance requirements.

• Coordinate CRM releases, enhancements, testing, and deployments in collaboration with IT and Global CRM teams.

• Ensure system reliability, performance, and fit‑for‑purpose functionality across supported markets.

CRM Data Quality & Governance

• Own CRM data quality standards, governance rules, and validation processes.

• Monitor and enforce data completeness, accuracy, and consistency across users and markets.

• Lead regular data quality reviews, audits, and remediation activities.

• Ensure CRM data supports downstream reporting and analytics requirements.

• Maintain CRM documentation, policies, and user guidance materials.

User Management, Training & Support

• Own CRM user lifecycle management, including user provisioning, role assignments, and periodic access reviews.

• Act as escalation point for complex CRM incidents, defects, and system‑related issues.

• Work closely with the CRM Service Desk to triage, resolve, and track incidents and enhancement requests.

• Design and deliver CRM user training (onboarding and ongoing), ensuring consistent and compliant usage.

• Support change management and adoption initiatives related to CRM enhancements.

Stakeholder & Cross‑Functional Collaboration

• Partner closely with Commercial Excellence colleagues, Sales leadership, and Global CoE to align CRM with business needs.

• Act as the primary interface between Commercial teams and IT for all CRM‑related topics.

• Support global initiatives requiring CRM standardisation, scalability, or process alignment.

Projects & Continuous Improvement

• Lead or contribute to global and regional CRM transformation initiatives.

• Identify opportunities to simplify, standardise, and automate CRM processes and workflows.

• Proactively evaluate CRM capabilities and roadmap to ensure alignment with future commercial needs.

• Drive continuous improvement of CRM governance, usability, and system maturity.

Compliance & Assurance

• Ensure CRM usage complies with internal policies, data protection (e.g. GDPR), and audit requirements.

• Support audit activities related to CRM access, data integrity, and user governance.

• Maintain clear audit trails and documentation for CRM‑related controls.

Key Stakeholders You Will Support

• Commercial Excellence & SFE Teams

• Sales Representatives and Sales Managers

• Business Unit Stakeholders

• Global Sales & Marketing Centre of Excellence

• IT / CRM Service Desk

• Compliance and Data Privacy teams

Skills & Competencies

Technical / Functional

• Strong expertise in Microsoft Dynamics CRM administration and configuration

• Advanced Excel is a must, VBA, Power Automate and PBI as an advantage

• Solid understanding of commercial processes and CRM operating models

• Experience with CRM data governance, security roles, and system integrations

• Strong documentation, testing, and release‑management discipline

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Behavioural

• Clear system ownership mindset and accountability

• Structured, proactive, and solution‑oriented approach

• Strong stakeholder management across business and IT functions

• Clear and confident communication with global teams

Languages

• English spoken and written

• Additional Polish or Italian language required

Working conditions

• Hybrid working – 1 day per week in the office, driven by business requirements, as Convatec has a flexible approach to office working.