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

Experience & Skills

What do We offer

About us

Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions, technology, and data – all enhanced by AI.

Together with Merkle, we form the largest Customer Experience Management (CXM) agency in Spain, and as part of the dentsu group, we offer end-to-end solutions that integrate media, creativity, content, technology, and strategy to deliver real business impact.

With over 23 years of experience, a team of 580+ professionals from 24 nationalities, and 2,500+ certifications, Omega CRM is a recognised leader in the Salesforce ecosystem in Spain.

We operate across key industries including Retail, Healthcare, Pharma, Real Estate, Education, and Non-Profit, delivering omnichannel experiences in Customer Service, eCommerce, Marketing, and Analytics.

Client satisfaction is at our core (rating : 4.9 / 5), and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia).

At Omega CRM, we believe in growth through people – guided by our values : #Talent, #Flexibility, #Commitment, and #Innovation. We grow #Together.