CRM Manager

  • Company:
    Gilead Sciences, Inc.
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    17 mins ago
  • Category:

**For Current Gilead Employees and Contractors:**

Please log onto your Internal Career Site to apply for this job.

**Job Description**

**Position Summary:**

This Senior Manager of CRM will be responsible for managing the day-to-day operations of Veeva CRM and the associated business systems to meet the needs of the Gilead ANZ business. They will partner with the business units to understand their commercial strategies and help identify issues and opportunities to improve on commercial effectiveness and customer experience initiatives. This role supports Gilead’s digital transformation via the creation of new and the optimisation of existing channels of communication.

This role will support the evolution of Gilead’s core capabilities by providing CRM system considerations to aid in shaping emerging commercial priorities such as infield team effectiveness (E.g. key account management) and digital marketing to support brand strategy and its execution. This role will also proactively seek opportunities for ongoing enterprise process improvements and will coordinate all business functional tasks associated with Veeva products including, but not limited to, needs assessment, requirements gathering, user acceptance, change management and communication. They will work closely with the analytics team to ensure that all systems and channels consider Gilead’s data strategy, and ensure that data capture and management, as well as the provision of field reports is optimized and sustainable.

This position is required to keep abreast of best practices in the field and remain up-to-date on current trends and new technologies by anticipating change and ensuring the organization is positioned to succeed. They will develop a structured approach to deliver solutions and do so in a highly collaborative manner.

They will develop and deliver training to employees required to utilize the systems either virtually or in-classroom environments. They will partner with various stakeholders in ANZ, ACE & Global to become a subject matter expert and advocate for Veeva.

**Core Job Description:**

+ Partner with business teams to identify and deliver enhancements and ongoing operational updates to the Veeva ecosystem to support business unit priorities. Provide suggestions for alternative uses of the systems to enhance business value. Establish relationships with key personnel at appropriate levels within the global organization to represent the needs of the ANZ business

+ Act as the internal advocate for successful utilization and identify opportunities for the Veeva ecosystem to enhance business efficiency, commercial execution and customer experience. Analyse customer data and usage metrics to provide insight against industry benchmarks, identify process improvements and drive change

+ Partner with commercial content customers; across IT and business to support our customer engagement focus, usage, and adoption. Ensure local agencies are effectively accredited and onboarded to work with Gilead’s CRM and associated systems.

+ Perform role of Veeva CRM Local Superuser and act as the local team’s day-to-day expert including system troubleshooting and basic administrative tasks (e.g. User management). Ensure the timely resolution of all end-user and production issues related to the Veeva CRM and related platforms. Work with the relevant stakeholders to resolve the issues, identify the root causes, and implement process improvements. Partner with marketing functions to ensure that product and content attributes always remain accurate.

+ Support the infield teams in their varying planning processes (E.g. Cycle planning)

+ Manage the implementation and ongoing administration of internal CRM enhancements; complete regular internal system audits and prepare for upgrades. Communicate new policies, procedures and system enhancements.

+ Manage the training of newly hired, and existing employees (sales force, marketing, medical as well as other head office users). Partner with the Learning & Development lead to optimise the existing training in line with adult learning principles and evolve the territory management curriculum for infield teams. (Deliver virtual mini-refresher sessions. Update and customize the course curriculum, materials and other training activities as needed. Create and maintain documentation on processes, policies, configuration and user guides as needed). Support the coordination of on-boarding and training logistics for new hires, in conjunction with HR, IT, Hiring manager and other relevant stakeholders.

+ Educate customers about innovations within Veeva products and industry best practices in business processes (E.g. Cycle planning, Key account management, review and approval, portals, closed loop marketing, modular content development, content reporting)

+ Work collaboratively with analytics and business partners to ensure systems are optimised to provide insights. Produce reports to aid efficient use of systems, monitoring and analysis. Champion areas for improvement. Assist in identifying, developing, and deploying customized reports, dashboards and processes.

+ Partner with Legal and Business conduct to ensure that any requests on data privacy are responded to and acted on. Ensure any privacy notices and consent policies within CRM are up to date and processes are working. Ensure CRM supports transparency and other local pharmaceutical code or legal requirements.

**Professional and Technical Requirements:**

+ 5+ years of related experience in the biotech or pharmaceuticals industry including 3 + years of successful experience working with the Veeva platform and other associated business solutions. Proven understanding of product capabilities, use-cases, best practices, challenges and ability to articulate these to an audience of varying perception levels (including IT, business owners, regulatory, commercial, compliance, and legal).

+ Experience managing and providing CRM support (User management, Planning, Content management, data management) and ability to liaise between different support teams as required.

+ Experience supporting or implementing content management solutions within an agency setting or life sciences organization (experience with Zinc MAPS or Vault PromoMats/MedComms)

+ Strong knowledge of commercial capabilities such as sales force effectiveness, key account management, and digital marketing. Possesses strong familiarity and knowledge of commonly used concepts, practices, and procedures for commercial teams and customer engagement. Stays abreast of relevant industry trends.

+ Ability to build and maintain strong customer relationships including setting clear meeting cadence with key contacts focused on increasing product adoption (i.e. education sessions, roadmap discussions, adoption plans). In depth experience in preparation, development and administration of training programs to support system usage and adoption.

+ Project management skills with strong problem identification/ resolution skills in a complex environment. Excellent planner, able to formulate and develop business requirements, and effectively manage multiple projects/priorities.

+ Demonstrates strong interpersonal communication, facilitation, problem solving, decision making and analytical skills. Able to process and interpret customer data (including product utilization data), to help drive adoption and make process improvements

+ Innovative and creative thinker. Effectively formulates strategies, tactics, and action plans to achieve results. Considerable organisational awareness (e.g. interrelationship of departments, business priorities), including significant experience working cross-functionally and with global and regional teams. Excellent interpersonal and stakeholder management skills, including a customer focused approach, and highly effective teamwork and collaboration skills.

+ Expert knowledge of Microsoft Office software (Excel, PowerPoint & Databases)

+ Excellent verbal, written and interpersonal skills (Fluency in written and spoken English) to lead, interact with, focus, resolve conflict, and drive consensus amongst Gilead’s business units.

**For Current Gilead Employees and Contractors:**

Please log onto your Internal Career Site to apply for this job.

Gilead Sciences, Inc. is a research-based biopharmaceutical company that discovers, develops and commercialises innovative medicines in areas of unmet medical need. With each new discovery and investigational drug candidate, we seek to improve the care of patients living with life-threatening diseases around the world. Gilead’s therapeutic areas of focus include HIV/AIDS, liver diseases, cancer and inflammation, and serious respiratory and cardiovascular conditions.

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