CRM & Applications Manager, Region Asia Pacific

**About Us**:
Fresenius Kabi is a global healthcare company that specializes in lifesaving medicines and technologies for infusion, transfusion and clinical nutrition. The company's products and services are used to help care for critically and chronically ill patients.

Our product portfolio included a comprehensive range of IV generic drugs, infusion therapies and clinical nutrition products as well as the medical devices for administering these products.

**Major Duties & Responsibilities**:

- Build-up, lead and develop our CRM & Applications team in our Asia Pacific Region
- Collaborate with global and regional/local stakeholders in IT, Commercial Excellence, Leadership in Sales, Customer Service, Marketing and Technical/Field Service across all four business units
- Set-up APAC Hero/Champions community and lead demand intake for new projects and enhancements for our wider Customer Engagement Ecosystem (incl. Life Science & Sales Cloud, Service Cloud, Marketing & Data Cloud, Field Service as well as Alibaba Cloud in China)
- Drive user support and ad-here to pre-defined SLA’s - ensure regular Quality checks and adjust consequently where needed
- Define clear KPI’s for user adoption, team performance and user satisfaction in close collaboration and alignment with the global Center of Excellence
- Data Management & Analytics: Provide data-driven insights, track key CRM-related KPIs, and develop reports that support commercial excellence and frontline performance optimization
- Oversee regional CRM initiatives and process optimizations surrounding the wider Customer Engagement ecosystem in close alignment with global, regional and local Commercial Excellence and Leadership teams
- Ensure proper training materials are available and execute further training strategies to ensure that stakeholders understand and can effectively use new systems and/or processes
- Process Innovation & Efficiency: Identify and implement automation, workflow improvements, and new CRM initiatives to drive efficiency, enhance customer engagement, and support business growth.
- Represent the Asia Pacific region in the global CRM Governance process to raise any new enhancements / projects / process improvements from the local hero/champions community

**Qualifications & Experience**:

- Education & Industry Expertise: bachelor’s or master’s degree in business, IT, Data Science, Finance, or a related field, with 7+ years of experience in the pharmaceutical industry, specializing in CRM systems, sales force effectiveness, commercial excellence and digital transformation.
- Professional experience as an operational Salesforce Business Analyst, Consultant, Product Owner, or Admin would be a plus
- CRM Implementation & Training: Hands-on experience in leading CRM rollouts, training programs, and system adoption strategies to enhance commercial effectiveness.
- Technology & System Proficiency: Expertise in Salesforce, Veeva, or similar CRM platforms, with the ability to align CRM functionalities with business needs.
- Stakeholder & Change Management: Strong collaboration and leadership skills, with experience in cross-functional stakeholder engagement and driving digital transformation.
- Salesforce Admin Certification is a plus (Business Analyst certification preferred)
- More Salesforce Certifications are preferred and a plus such as: Advanced Admin, Sales Cloud Consultant, Platform App Builder, Service Cloud Consultant, Field Service Consultant, Marketing Cloud Admin/Consultant
- Experience with Alibaba Cloud and ideally implementation of this technology is a big plus for this role
- Independent, process
- and result-oriented way of working
- Strong analytical and problem-solving skills.
- Strong interpersonal and presentation skills as well as strong team player who can work collaboratively with cross-functional teams.
- Fluency in the English language is required, additional Asian languages are an advantage.
- Intercultural experience and willingness to travel internationally