Customer Relationship Management Business Manager

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Job details

Company overview

Our client is a global pharmaceutical company.

Responsibilities

• Lead the development of strategy / roadmap of CRM system with global and local stakeholders.
• Lead Internal stakeholders’ alignment and engagement on the defined roadmap and drive successful systems utilization especially with customer facing team (e.g., Field Force, Medical Science Liaison)
• Drive close collaboration with other business administrators to ensure end-to-end systems robustness and stability to support daily business in collaboration with IT team and external parties.
• Lead the establishment and continuous update the efficient system maintenance procedures for business administrator.
• Ensure that the relevant master data (e.g., Employee, Organization, Customer) are maintained and updated correctly in a timely manner.
• Define the system usage rules and processes by keeping a balance between flexibility for business changes and robust governance scheme.
• Analyze status of systems utilization with internal and benchmark data to drive maximization of systems performance.
• Continuously enhance the platform capabilities and drive further customer engagement both for global requirements and local business demands.
• Interact closely with business functions (e.g., Marketing, Sales, Medical) to solve their business problems and seek for better solutions. Collect and assess business requirements and prioritize them to maximize investment effect.
• Collaborate with global teams for global projects; create a plan and roll out global solution into Japan.
• Obtain customer feedback to improve the user experience of systems.
• Drive the design of, and provide appropriate training programs for, efficient system utilization.
• Research the industry trend and the external environment continuously to assess new technologies and conduct POC in responsible area.
• Share best practices and leverage expertise for omnichannel strategy improvement.
• Lead various projects as project manager (or participate in as Business SME) according to the project scope, goal, and roles and responsibilities.

Requirements

Experience

• Proven working experience (at least 7 years) in managing and maintaining business systems for Japanese users and customers.
• Working experience as business administrator (or counterpart IT system administrator) to bridge business departments and IT team/ vendor.
• Deep knowledge of CRM systems (e.g., data management, functions). Experience and knowledge of Veeva is highly desirable.
• Data Steward / Data management experience to ensure data accuracy and consistency among systems.
• Good understanding of business processes of pharmaceutical/ healthcare industry. Otherwise, B2C industry experience like consumer goods is desirable.

Salary

10 - 13 million yen

Location

Tokyo