Customer Experience Operations Lead

Omega CRM Consulting is looking for a Agency Management Specialist that would like to collaborate with one of the top global pharmaceutical companies.

We are looking for an Agency Management Specialist to join our team and support the implementation, compliance, and performance monitoring of our Agency Management Program. This role will ensure agencies meet expectations in alignment with company processes and financial requirements, while fostering collaboration with internal and external stakeholders.

Key Responsibilities

1) Onboarding & Processes

Act as the main Point of Contact for daily operational support of agencies.

Coordinate and provide agencies with all necessary onboarding information to ensure compliance with Boehringer requirements.

Support the setup of new agencies for future launches and ensure SLA compliance.

Collaborate with internal stakeholders (Marketing, Medical, Sourcing, etc.) to confirm processes are implemented and followed.

2) Training & Compliance

Ensure agencies’ training compliance, maintaining and updating training curricula.

Act as a point of contact for sharing new training needs with agencies.

Analyze and report on services provided by agencies and new functionalities of the system.

Serve as System Owner and coordinate with Global Capability Owners for future improvements.

3) Performance Management

Ensure agencies deliver as agreed in their Service Level Agreements (SLAs).

Monitor metrics and prepare Business Review Meetings with stakeholders.

Interpret and communicate performance analysis and results to the organization.

4) Financial Management

Support the rollout of new finance systems, ensuring continuous improvement and vendor relationship management.

Manage implementation phases : agency selection, onboarding, monitoring, and adoption of finance systems.

Lead reconciliation processes, reporting, and action planning.

Experience & Skills

Mandatory : Experience working with or within agencies, preferably as an