Team Leader - CRM Operations, Governance & Reporting

Responsible for performing data research and analysis to support business operations including:
•Creating data mining architectures/models/protocols, statistical reporting, and data analysis methodologies to identify trends in large data sets
•Blending historical data from available external and internal data sources
•Data processing, cleaning, analysis, modelling and visualization to identify data patterns and trends to help improve business decision making
•Analysis may be applied to various areas of the business (e.g., Market Economics, Supply Chain, Marketing/Advertising, Scientific Research, etc.)
•Researching and applying knowledge of existing and emerging data science principles, theories, and techniques to inform business decisions
•At higher career levels, may conduct scientific research projects with the goal of breaking new ground in data analytics

Purpose of the Role

The Team Leader - CRM Operations, Governance & Reporting is responsible for leading a team that delivers CRM operational support, reporting services, data governance, and continuous improvement activities in support of the Commercial organisation across Europe.

The role ensures the effective administration and optimization of Microsoft Dynamics CRM, delivering high-quality reporting, analytics, data integrity, and user support services that enable commercial decision making and sales effectiveness.

Acting as a key partner to the European Commercial Centre of Excellence (CoE), Sales Excellence, Sales Leadership, IT, and Global CRM teams, the role drives operational excellence, service performance, standardisation, and continuous improvement across CRM and commercial reporting processes.

The Team Leader is accountable for team performance, stakeholder satisfaction, service levels, governance, compliance, and capability development while fostering a culture of customer focus, accountability, collaboration, and continuous improvement.

The role also acts as business owner for CRM operational data and reporting requirements, partnering with the commercial data assets, KPI definitions, and governance support scalable analytics and future AI-enabled decision making.

Key Accountabilities & Responsibilities

Team Leadership & Service Delivery

• Lead, coach, and develop a team responsible for CRM operations, reporting, user support, and data governance activities.
• Establish clear objectives, priorities, performance measures, and development plans for team members.
• Monitor team workload, capacity, and service delivery performance to ensure SLA commitments are achieved.
• Create a high-performing, customer-focused culture that delivers quality, accuracy, and responsiveness.
• Drive employee engagement, capability development, and succession planning within the team.
• Ensure effective knowledge management, process documentation, and cross-training across the team.

CRM Operations & Service Management

• Own operational delivery of Microsoft Dynamics CRM support services across the European Commercial organisation.
• Ensure CRM configuration, workflows, user access, security roles, and business rules are effectively managed and maintained.
• Lead management of CRM incidents, service requests, escalations, and enhancement demands.
• Act as the senior escalation point for complex system issues and business-critical incidents.
• Monitor CRM system performance, user adoption, and service effectiveness across supported markets.

Commercial Reporting & Analytics

• Lead the production and delivery of standardized and ad hoc commercial reporting across Europe.
• Ensure reporting outputs provide timely, accurate, and actionable business insights.
• Work with Bi and Analytics teams to input to the development and maintenance of CRM dashboards, scorecards, KPIs, and management reporting.
• Drive standardization of reporting methodologies, definitions, and governance across markets.
• Partner with Commercial Excellence and Sales Leadership to identify reporting requirements and support business decision making.
• Promote automation and simplification of reporting processes through Power BI, Power Automate, and other digital solutions.
• Define and govern commercial KPI definitions and reporting standards across European markets
• Prioritize reporting requirements with Commercial Excellence and the Commercial Intellingence Analytics & BI Team.
• Ensure business definitions and reporting rules are consistently applied across CRM reporting.

CRM Data Governance & Quality

• Establish and maintain CRM data governance standards, controls, and operating procedures.
• Ensure data completeness, integrity, consistency, and compliance across all supported markets.
• Lead regular audits, data quality reviews, and corrective action plans.
• Define and monitor data quality KPIs and reporting metrics.
• Partner with Commercial, Compliance, and Data Privacy teams to ensure adherence to governance requirements.
• Drive continuous improvement initiatives to enhance data quality and system effectiveness.
• Own the business glossary and standard business definitions for CRM operational reporting
• Ensure CRM data structures support reusable analytics and future AI-enabled capabilities

Stakeholder Management & Business Partnership

• Serve as the primary operational interface between the European Commercial CoE and CRM Operations & Reporting team.
• Build strong relationships with Commercial Excellence, Sales Leadership, Marketing, Business Unit stakeholders, and Global CoE teams.
• Translate business requirements into scalable CRM and reporting solutions.
• Provide recommendations and insights to support commercial effectiveness, customer engagement, and sales performance.
• Represent CRM Operations & Reporting in governance forums, leadership meetings, and transformation initiatives.
• Ensure stakeholder expectations are regularly reviewed and aligned with service delivery objectives.
• Act as the primary business partner to the Commercial Intelligence Analytics & BI TEam for prioritization of reporting capabilities and operational data requirements.

Continuous Improvement & Transformation

• Drive continuous improvement initiatives focused on service quality, efficiency, automation, and user experience.
• Lead implementation of new CRM capabilities, reporting enhancements, and process optimization opportunities.
• Support commercial transformation programmes and digital initiatives impacting CRM and reporting processes.
• Identify opportunities to standardize ways of working across European markets through enhanced data products, automation and emerging AI capabilities
• Foster a culture of innovation and operational excellence within the team.

Compliance, Risk & Controls

• Ensure CRM and reporting processes comply with company policies, GDPR, and regulatory requirements.
• Maintain robust controls surrounding CRM access management, data integrity, and reporting accuracy.
• Support internal and external audits and ensure remediation actions are completed effectively.
• Maintain documentation, audit evidence, process maps, and control records.
• Mitigate operational risks through effective governance and control frameworks.

Key Stakeholders You Will Support

• European Commercial Centre of Excellence (CoE)
• Sales Excellence & Commercial Effectiveness Teams
• Sales Directors and Sales Managers
• Regional Commercial Leadership Teams
• Business Unit Leadership
• Global Sales & Marketing Centre of Excellence
• IT and CRM Product Owners
• CRM Service Desk
• Data & Analytics Teams
• Compliance, Audit & Data Privacy Teams

People Leadership Responsibilities

• Lead and develop a team of CRM Analysts
• Manage performance, development, coaching, and succession planning.
• Foster collaboration, accountability, and continuous learning.
• Ensure team capability aligns with evolving CRM and reporting needs.
• Champion Convatec values and leadership behaviours.

Skills & Competencies

Technical / Functional

• Strong knowledge of Microsoft Dynamics CRM administration, governance, and operational support.
• Strong understanding of commercial processes, sales effectiveness, and CRM operating models.
• Experience leading CRM support, reporting, or shared services teams.
• Strong understanding of data governance, quality management, and compliance requirements.
• Experience managing service delivery, SLAs, KPIs, and operational performance.
• Experience working within global or regional matrix organisations.
• Commercial data literacy
• KPI Governance
• Data product mindset
• Ability to translate commercial business requirements into scalable analytical solutions

Leadership & Behavioural

• Strong people leadership and coaching capability.
• Customer-focused with a strong service delivery mindset.
• Excellent stakeholder management and influencing skills.
• Strategic thinker with strong operational execution capability.
• Solutions-oriented with a continuous improvement mindset.
• Strong planning, prioritisation, and organisational skills.
• Ability to navigate ambiguity and lead through change.
• Excellent communication and presentation skills.
• Strong accountability and ownership mindset.
• Demonstrates collaboration, courage, and resilience in a complex stakeholder environment.
• Demonstrates curiosity and embraces data-driven innovation to continuously improve commercial capabilities.

Experience & Qualifications

• Degree in Business, Information Systems, Data Analytics, or related discipline.
• Significant experience supporting CRM operations, reporting, commercial excellence, or sales effectiveness functions.
• Experience leading teams within a shared services, GBS, commercial operations, or sales support environment.
• Experience working with Microsoft Dynamics CRM and reporting platforms.
• Proven track record of stakeholder management across commercial, IT, and business leadership teams.
• Experience delivering process improvements, transformation initiatives, and operational excellence programmes.
• Demonstrated ability to lead commercial reporting transformation, automation or digital initiatives.

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-AP1

#LI-Hybrid

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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.