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
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
Italian spoken and written
Working conditions
Hybrid working – 1 day per week in the office, driven by business requirements, as Convatec has a flexible approach to office working.
Our ambitions will bring the very best out in you. You’ll be pushed to
aim higher and really own your work. You’ll be encouraged and
supported to make things happen, too. It can be challenging. But, as
the progress you make will help improve the lives of millions, it’ll be
worth it.
This is stepping up to a challenge.
This is work that’ll move you.
#LI-CM1
#LI-Hybrid
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Equal opportunities
Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.
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About Convatec
Pioneering trusted medical solutions to improve the lives we touch:
Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in Advanced Wound Care, Ostomy Care, Continence Care, and Infusion Care. With over 10,000 colleagues, we provide products and services in around 90 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention, treatment for hard to heal wounds, at-risk skin and ulcerated tissue to supporting debilitating conditions, improved patient outcomes and reduced care costs. Convatec's revenues in 2025 were over $2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more please visit: http://www.convatecgroup.com.