Japac CRM Operations Sr Manager

**HOW MIGHT YOU DEFY IMAGINATION?**

If you feel like you’re part of something bigger, it’s because you are. At Amgen our shared mission—to serve patients—drives all that we do. It is key to our becoming one of the world’s leading biotechnology companies. We are global collaborators who achieve together—researching, manufacturing, and delivering ever-better products that reach over 10 million patients worldwide. It’s time for a career you can be proud of. Join us.

**JAPAC CRM Operations Senior Manager**:
**Live**:
**What you will do**

**What is a digital capability**?

**The team**

The Customer Engagement Platform team is part of the Digital Global Customer Capabilities team and oversees large regional or subregional implementations of our 2 key enablers (Veeva CRM and Salesforce Marketing Cloud) of our interactions with customers.

The team covers both the strategic roadmap and the daily operations.

Platform Operations are key to enable execution in the countries and evolve the platforms on the day to day.

**The role**

This techno-functional role directly supports the overall business processes, service maturity & adoption of CRM platform in the JAPAC region. The CRM Ops Sr Manager works closely with DTI (IT), Country Sales Operations, Customer 360 leads, Data and Analytics teams, Global Service Center and is the main point of contact and SME for everything related to the CRM.

**Key responsibilities**:

- ** Ensure execution in line with defined global roadmap**
- Contributes in shaping the Global CRM roadmap
- Define functional and operational requirements at regional level, considering full ecosystem
- Drive execution of projects and implementations in lined with the roadmap
- ** Ensure smooth operations**
- Define standard operating procedures
- Work with DTI/Product team to improve the level of service (speed, quality)
- Act as first point of escalation on the business side
- Ensure operations needs are considered in the design of new functionalities
- ** Act as Business product owner for Veeva CRM**:

- Evaluate Business value, operational impact and cost of regional platforms evolution
- Connect technical support with business understanding
- Ensure end to end correct execution and implementation (business process and data)
- Build partnership with cross-functional teams: IS/DTI to work on platform development (UAT, testing, business process documentation) and with the Global Service Center to ensure correctness & availability of platform functionality
- Represent the single point of contact for DTI in case of business-related questions
- Evaluate and approve/decline local exceptions
- ** Actively manage the regional CRM business community**:

- Hear the voice of countries on needs and emerging trends
- Correctly understand, assess value and priority of country requests
- Consult/Advise countries on how to leverage global CRM functionalities to support local business needs
- Run periodical updated calls
- Support Training and onboarding of new CRM ops
- Facilitate best practice sharing with the user community
- Act as SME for CRM and SalesOps process
- ** Closely collaborate with other platform owners**
- ensure proper interconnection of systems and processes (e.g. SFMC, Vault, MDM, Reporting, Consent)

**What we expect of you**

We are all different, yet we all use our unique contributions to serve patients. The professional we seek will have the following qualifications.

**Basic Qualifications (must have)**:

- Academic education or experience from similar positions
- Minimum 5 years of experience in industry
- A good understanding of the healthcare industry
- Strong analytical and problem resolution skills
- Extensive experience in CRM environment, preferably VEEVA CRM
- Ability to communicate with Information Systems architects and/or 3rd parties regarding technical design trade-offs
- Team Player
- Proven relationship-building skills, and an active listener
- Detail oriented, versatile and hard-working
- Outstanding communication skills, both spoken and written
- Fluency in English, both oral and written communications

Preferred Qualifications:

- Strong technical background on Software development and/or data modeling
- Experience in Sales/CRM Operation
- Superb interpersonal and organizational skills
- Highly intellectually curious
- Passionate about identifying and solving problems for customers with the ability to uncover business needs through direct interaction as well as quantitative or qualitative research to define compelling solutions
- Drive/lead (technical) teams in a matrix environment. Demonstrated ability to coordinate cross-functional teams towards task completion.

**Competencies**:

- Leadership & Communication
- Natural team player who is comfortable working within multi-disciplinary groups
- Comfortable operating in a consultative capacity with various business partners
- Strong communicator, ability to explain complex technical issues in a way that non