Présentation du poste et responsabilités

Zambon Belgium SA is looking to reinforce its team with a 'Customer Operations Specialist Benelux' based in Brussels. 

Your main responsibilities are:

Data & Analytics

• Ensure accurate, accessible customer and business data for management, Marketing and Sales, including monthly IQVIA updates across relevant systems and reports.
• Build and maintain simple Power BI dashboards and reports covering sales performance and sales force KPIs. Prepare basic data transformations and measures, configure visuals and filters, and validate data accuracy and refreshes using approved sources.
• Improve reporting and system integration, deliver ad hoc analyses, and escalate complex modelling or development to global teams or external providers.
• Analyse market trends, brand performance and the competitive landscape to support commercial planning and identify business opportunities.

Digital & Omnichannel

• Work with Sales and Marketing to translate business objectives into digital and multichannel plans.
• Execute CRM-based campaigns, including approved emails and marketing automation, and integrate omnichannel activities into commercial plans to strengthen customer engagement.

CRM Support & Operations

• Act as the main local contact for CRM, OneKey and OCE queries, supporting internal teams, IQVIA and external providers, including processing orders from out-of-target pharmacies.
• Coordinate CRM technical interventions with Zambon Global and service providers, aligning priorities, scope, timing and business impact, and following delivery through to completion.
• Translate business needs into documented functional requirements, improvement proposals and acceptance criteria, and maintain a prioritised list of change requests.
• Coordinate and, where authorised, implement routine CRM configuration changes, report updates and minor fixes. Document and test changes, support deployment, and follow global change-control, security and data protection requirements.
• Provide first-line troubleshooting, resolve straightforward issues within assigned permissions, escalate complex incidents, and coordinate user testing and confirmation of resolution.
• Support Regulatory Affairs with reporting to authorities requiring customer, sales or stock data.

Sales Excellence & Collaboration

• Support standardised commercial tools and KPIs for sales teams in Belgium and the Netherlands.
• Help improve sales force efficiency through targeting, territory planning and performance tracking.
• Partner with Commercial, Marketing and Medical teams to understand customer needs and provide regular market and performance insights.

Ce que nous recherchons

Education & Experience

• Bachelor’s or master’s degree in Business Administration, AI & Data Engineering, Applied Data Intelligence & Science, or a comparable field.
• At least 3 years’ experience in the pharmaceutical industry or FMCG, preferably working with CRM systems, Power BI and digital or multichannel engagement tools.

Technical Skills

• Fluent English and knowledge of French and/or Dutch.
• Affinity with IT systems and practical CRM knowledge, including first-line troubleshooting, routine configuration and master data changes within assigned permissions.
• Ability to document incidents and business requirements, coordinate technical service providers and perform user acceptance testing.
• Hands-on Power BI skills: independently build and maintain simple dashboards and reports using approved datasets, basic Power Query transformations, DAX measures, visuals and filters.
• Ability to validate data accuracy, check refresh status and recognise when specialist technical support is needed.

Competencies

• Strong analytical skills, attention to data accuracy, and the ability to analyse markets and competitors.
• Project management capabilities and a practical, solution-oriented approach to problem-solving.
• Collaborative team player, comfortable working in a matrix environment.
• Adaptable and quick to learn, with the ability to work independently and take ownership