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Cvent Implementation & CMS Optimization Lead

Cvent Implementation & CMS Optimization Lead
Europe; Middle East; Africa
The Global Business Solutions (GBS) Center at Cork was established in July 2010 to provide financial shared services such as Order to Cash, Purchase to Pay, General Accounting and Global Travel and Meeting services. Since then, the scope of GBS Cork has expanded outside of Finance and into other Business Service functions, including Customer Meeting Services, Global HR Data Management and Medical Information. This growth, outside of Finance, is in addition to continued growth in our original Finance scope.
This means that we have a diverse group of employees from finance professionals to HR professionals to medical professionals and event planning experts. The current headcount is circa 400 multi-lingual employees and the culture is vibrant and diverse. This is enhanced by every employee in the GBS and championed by the GBS committees – Sports & Social, Culture Club, Corporate Social Responsibility, Health & Safety, Food and Diversity & Inclusion
The GBS was awarded CCMA International Shared Service Centre of the Year in 2013 and 2014, with particular credit to Employee Engagement. The GBS Lilly Management Team is currently looking for you if you have a people-oriented, customer centric and forward-thinking mindset. This individual will be an exceptional professional, who consistently exceeds expectations, thrives in a challenging and dynamic work environment, and will be an active contributor to our team.
Customer Meeting Services Optimization
Customer Meeting Services (CMS) is an organization designed to deliver outstanding customer experiences to those we engage in meetings for business purposes. The capabilities and processes of this organization need to evolve to drive efficiency and continued positive customer experiences. A key deliverable of this role is to optimize the capabilities and processes of the CMS organization. These improvements may emerge from process, system, organizational changes within the scope of CMS and related organizations. The individual in this role must identify and drive implementation of optimizations across the enterprise.

The individual in this role must:
  1. Lead & drive the strategic vision for this role ensuring deliverables are met.
  2. Partner with and influence senior leaders through the change management process of a significant system change and implementation
  3. Establishing and reporting the Key Performance Indicators (KPI's) for senior management throughout the roll-out.
  4. Maintain a customer and business-partner centric mindset at all times while balancing optimal customer experience with operational efficiency and effectiveness.
  5. Have demonstrated the ability to build relationships with and influence senior internal stakeholders, business process owners, and related third party organizations (TPOs) across a variety of functions in order to implement a controlled and repeatable process.
  6. Lead the drive for standardization and optimization and be able to articulate the benefits of having a clear, singular process across the enterprise in a variety of business areas.
  7. Understand the role of complete, accurate, and timely data in decision-making and the need for continuous improvement in data collection to improve data quality.

The individual in this role will collaborate with and need to influence the following stakeholder groups to be successful:
EC&S organization – VP & Directors, affiliate GMs & leadership teams, Ethics & Compliance, Legal, IT, Global Customer Operations (GCO), marketing teams, vendor partners.

Minimum 5 years of experience in:
  • Demonstrated success in business operations lead role
  • Leading, implementing, owning, or optimizing complex business processes and/or systems
  • Managing large-scale projects and/or teams
  • Pharmaceutical/medical meetings management
  • Self-motivated professional with excellent customer service and strong working/team building relationship skills
  • Demonstrates good judgment and is strategically oriented

Education Requirements:
  • Bachelor's degree
  • Working knowledge of Mercury, Lanyon/CVENT, Lilly CMS organization, HCP related Policies an advantage
  • Ability to build effective networks across functions, organizations, job levels and geographies.
  • Excellent written and verbal communication skills
  • Experience in delivering and owning customer-related solutions
  • Effective problem-solving, business acumen and analytical skills to evaluate and resolve complex operational and / or technical issues
  • Demonstrated learning agility
  • High comfort level with ambiguity, change and evolving internal and external environments
This role will include some periodic travel (up to 20%-25%). It will also include working with teams in different time zones and potentially off ‘core hours’.