Manager - Customer Relationship Platform (Salesforce) Operations

About the role

This role acts as a bridge between country business teams (Sales, Medical, KAM) and global product teams, ensuring local business needs are accurately represented while driving adoption of standardized CRM processes. It requires strong CRM functional expertise, a deep understanding of pharma commercial operations, and the ability to influence business stakeholders and drive adoption at scale.

Key responsibilities

• Represent country CRM usage by sharing insights on how CRM is used across Sales, Medical and KAM teams, including key processes, workflows and pain points.
• Support articulation of country-specific business needs, priorities and nuances so they are reflected in CRM design and rollout planning.
• Validate business priorities and requirements against country realities while aligning with the global CRM product scope and design principles.
• Refine requirements by bridging gaps between local expectations and standardized global solutions.
• Support the primary business SME for CRM by clarifying functional queries, reviewing solution outputs and giving contextual input during design and implementation discussions.
• Support informed decisions by highlighting trade-offs, risks and impacts of proposed CRM solutions on country operations.
• Drive CRM adoption in-country by reinforcing standard ways of working and aligning with global processes and tools.
• Work with change and training teams to build business engagement, user preparedness and adoption success.

Required profile

• Considerable functional expertise in CRM platforms, either Veeva CRM or Salesforce Life Sciences Cloud.
• Considerable understanding of pharma commercial operations, including Sales, Medical and Key Account Management (KAM).
• Strong stakeholder management and influencing skills across business and global product teams.
• Experience driving user adoption and change enablement initiatives.
• Awareness of regulatory and compliance considerations in CRM usage.
• Ability to work in cross-functional, multi-geography environments.

Desirable requirements

• Experience in CRM transformation or migration programs (Veeva or Salesforce highly preferred).
• Exposure to change management, training or adoption programs.
• Experience in global rollout programs across multiple countries.