CRM Manager

• 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.

• 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

• 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.

• 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-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.

• 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.

Takeda