CRM Manager

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Job Description

ORGANIZATION SUMMARY

With around 30,000 people working in approximately 70 countries, Takeda is truly a global partner for better health. Takeda is dedicated to pharmaceutical innovation and tackling diseases for which there is currently no cure. We are expanding continuously into new fields of treatment and therapy. By always putting people first, we empower employees so everyone can develop to his or her full potential. We aspire to be the most trusted, science-driven, digital biopharma company and we are looking for colleagues with the right mindset, skills and experience to support us in our mission to create better health for people and a brighter future for the world.

ROLE OBJECTIVE

The primary objective of the CRM manager is to act as CRM Product Owner, maintain and evolve CRM as part of the Takeda customer engagement strategy, drive continuous improvement of customer domain data quality, serve as partner to key stakeholders in the business, and support the data & digital transformation journey of Takeda.

This role requires a strategic thinker who can inspire others, focus on key priorities, and elevate organizational capabilities in line with Takeda's Leadership Behaviours. 

SCOPE

The CRM Manager is responsible for management of the CRM system and customer domain data, including analysis, development and implementation of customer engagement strategy in close collaboration with global, regional and local partners. The CRM Manager drives insight generation; performance monitoring and reporting related to CRM and customer engagement with a focus on improving results and enhancing operational efficiencies. As trusted partner to the business, the CRM manager manages ongoing operations as well as relevant projects related to data management, sales operations and salesforce effectiveness, Customer Experience of the Future, and more.

KEYACCOUNTABILITIES

CRM Operations and Support

• Maintain and manage CRM platform.
• Collaborate with GPD, cross-functional teams, and tech partner to ensure proper planning, implementation and communication for new initiatives and modules.
• Manage assigned projects end-to-end, including CRM-specific and relevant parts of HEAT (Healthcare Engagement and Transparency) and the Customer Experience of the Future initiative.
• Manage the sales force onboarding process, including system updates, training materials development, and delivery for new and existing employees.
• Provide operational support for targeting, call planning, account planning, KOL plans and lead continuous improvement of these processes for increased business impact and efficiency.
• Support activity (events) management and related initiatives to ensure compliance with Takeda policies and maximize insights captured
• Oversee the Canada CRM champions community to foster communication, drive adoption of new CRM and data quality initiatives, and manage internal change processes.
• Represent Canada in EUCAN CRM community to inform new initiatives & system configuration requirements based on Canada business needs and oversee implementation of these in Canada.
• Provide direction and oversight for outsourced CRM analyst, ensuring timely resolution of end-user inquiries by creating agile processes in coordination with internal and external partners.
• Work closely with other team members to execute Sales Force Effectiveness initiatives such as territory design, sales force sizing, segmentation, incentive compensation and reporting
• Support execution of Takeda’s omnichannel customer engagement strategy by managing lead generation process as well as other relevant Omnichannel related activities (audience building, campaigns).
• Oversee and evolve CRM user access management processes ensuring compliance with Takeda’s related policies.
• Oversee key CRM-related privacy processes, such as consent management and privacy notices.
• Promote the use of Takeda's tech stack and continuously improve offered solutions.

Customer Domain Data Quality and Governance

• Drive and support the Canada CRM data governance strategy and data quality.
• Represent Canada in EUCAN data governance council to inform above-country initiatives and lead implementation in Canada.
• Ensure CRM data quality and completeness through initiatives like awareness campaigns, training programs, data quality dashboards, and incorporating data quality metrics in the IC plan.
• Manage data maintenance processes to support the intake of various datasets for analytics and reporting, liaising with external vendors as needed.
• Promote adoption and effective usage of CRM system to enhance the quality and quantity of the data captured by customer facing teams and continuously improve offered solutions

Cross-Functional Collaboration and Business Understanding

• Foster strong cross-functional collaboration with commercial, medical, and other stakeholders to ensure alignment and integration of CRM initiatives.
• Leverage and develop a deep understanding of business needs and objectives across different functions to effectively support and drive CRM and customer engagement strategy.
• Drive insights generation, monitoring and reporting of performance related to customer engagement.
• Actively solicit user feedback on business requirements to inform and influence development, ensuring that CRM solutions meet the evolving needs of the organization.
• Act as a change catalyst, focusing on empowering people and accelerating capability building in line with Takeda's vision to become the most trusted, science-driven digital biopharma company.

SKILLS & LEADERSHIP CAPABILITIES

• Demonstrated experience in CRM and BI platforms – Salesforce, Veeva CRM, Vault, Align, PromoMats, PowerBI.
• Robust business understanding including evolving landscape of customer engagement.
• Proficiency in data analysis, data cleaning, and data governance best practices.
• Highly evolved skills collaborating in a complex, global organization with multiple stakeholders.
• Ability to effectively communicate complex data insights to technical and non-technical audiences.
• Strong project management skills.
• Ability to take initiative and work independently.
• Demonstrated Curiosity and a Growth Mindset

Data and Digital Capabilities

• Data-driven decision making: Ability to collect, analyze, and interpret data to make informed decisions and drive business outcomes.
• Digital collaboration: Experience working effectively with colleagues in virtual or remote settings, utilizing digital collaboration tools, incl. MS Teams.
• Digital fluency: Proficiency in leveraging digital tools, platforms, and technologies (incl. Microsoft Office suite) to communicate with impact and perform tasks efficiently and effectively.
• Learning and Innovation: Dedication to lead by example through intentional skill development, experimentation and fostering a culture of digital curiosity within the organization.
• Trust & Security: Understanding of cybersecurity threats and best practices to protect sensitive information and systems.

EXPERIENCE AND EDUCATION

• University degree, preferably in science, information technology or MBA
• 5+ years of relevant CRM/technology experience in Pharmaceutical/Life Sciences industries in progressively responsible roles, such as CRM and Sales Operations Manager, Project Manager, Analyst or Business Partner
• Strong technical proficiency with broad expertise in platforms and tools such as: CRM (Salesforce, Veeva), VeevaVault, Veeva PromoMats
• Strong understanding of field force processes such as targeting, interaction planning, account planning.
• Strong business analysis and project management experience, including a deep understanding of translating customer business needs into technology requirements
• Strong stakeholder management skills and change management experience.
• Fluent written and spoken English with French fluency, an asset.

Location:

This is a hybrid role based at the Toronto head office, with a minimum of 40% on-site requirement. 

Takeda Canada encourages applications from all qualified candidates. In accordance with our accommodation policies and applicable provincial accessibility legislation, please advise us if you need accommodation in order to participate in the recruitment process. Any information you provide relating to accommodation will be addressed confidentially.

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