Consultant / Senior Consultant - CRM + Insights in London

Our client is a rapidly growing boutique life science consultancy, founded in 2019 to support organisations in driving innovation across all aspects of their business. They work with life science companies of all sizes, from early-stage start-ups through to top-ten pharmaceutical organisations. Their experience and industry knowledge match those of larger consultancies, with true differentiation rooted in a collaborative, client-focused approach. Our client works in the way their clients need them to, building fully customised solutions to meet specific needs. As a result, every client they have supported continues to work with them long term. Their mission is to deliver impactful work and, with every project, bring real value to clients’ organisations.

About the Customer Engagement Excellence Service Line: As part of our client’s organisation, the Customer Engagement Excellence service line operates as an independent, technology-agnostic partner dedicated to the life sciences industry. The team specialises in field force excellence, medical excellence, and marketing excellence, combining deep industry expertise across platform ecosystem design, customer engagement transformation, AI enablement, and impact-based analytics. Offering full lifecycle support from strategy through to execution, the team empowers organisations to optimise performance, foster innovation, and achieve sustainable success.

Our client is seeking a talented Consultant / Senior Consultant to join their Customer Engagement Excellence team, based in their London office, with hybrid working options available. They are looking for a motivated individual to support pharmaceutical and biotech clients in driving innovation, primarily across CRM systems and Business Insights strategy and implementation. This may include:

• Customer excellence operating model design, business process optimisation, and impact measurement
• System and ecosystem design and implementation (e.g. user requirements definition, user journey and flow design, user acceptance testing planning and oversight)
• Change management activities, including strategic project management, communications, and user training

You will have direct exposure to clients and be responsible for driving the development and delivery of high-quality project materials and client deliverables, with support from more experienced team members as required. This role may involve:

• Delivering clear and concise communications (e.g. presentations and emails) to internal teams and external stakeholders
• Conducting primary research (e.g. interviews with clients and external experts)
• Conducting secondary research (e.g. data collection from existing studies and industry reports)
• Engaging with key decision-makers within client organisations

You will also:

• Create project plans to implement key elements of clients’ strategies into their CRM ecosystems
• Oversee project delivery across multiple workstreams (e.g. tool development, communications, training)
• Support client IT and technical development teams in managing and prioritising system enhancements during implementation (Please note: this role does not involve coding, and no programming experience is required.)

Consultants / Senior Consultants are additionally responsible for ensuring the quality of delivery from their teams (Analysts and Senior Analysts) alongside their own project responsibilities and will act as the primary point of contact for clients.

Candidate Profile

Education

• Minimum of a 2.1 scientific or technical undergraduate degree
• A second degree (e.g. MBA, MSc, MPharm, or PhD) is advantageous but not required

Work Experience

• 3–4 years’ experience in business transformation, systems implementation, and/or product management
• Understanding of and experience with customer relationship management systems (e.g. Veeva CRM, Salesforce)
• Experience designing KPIs and using business insights tools such as Qlik Sense, Power BI, and Tableau is a plus
• Knowledge of the pharmaceutical industry gained through industry or consulting experience is a plus
• Experience managing high-performing teams is a plus
• Strong analytical skills with the ability to think critically and creatively
• Excellent time management, multitasking, and problem-solving skills
• High attention to detail and commitment to quality outputs
• Excellent professional communication skills (written, oral, and interpersonal)
• Strong collaboration skills and ability to work in cross-functional teams
• Proactive mindset with a passion for professional services
• Proficiency in MS Office (PowerPoint, Excel, Word, Outlook)

Our client is an equal opportunity employer and does not discriminate against any qualified employee or applicant on the basis of race, creed, religion, ancestry, gender identity, age, sexual orientation, marital status, nationality, disability, or veteran status.