Customer Relationship Management Business Manager (Non-line Manager)

Customer Interaction Data Group, Data Excellence Department, Strategy & Operations Divisio

Purpose

Contribute to company’s competitiveness by managing the appropriate, effective, and efficient digital customer interaction applications based on the digital strategies. Lead the management of CRM (Customer Relationship Management) Systems as Business Manager to support daily business interactions with our customers and improve user/customer experience; ensure system stability and organize functional enhancements with IT team and maintain master data integrity with surrounding systems.

Key Job Accountabilities

・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.

Key interactions

・Strategy and Operation: ‘Omnichannel Execution’, ‘Business Insight and Analytics’, ‘Data, Governance and Reporting’.

・Information Technology: Local / Global SMEs, IT vendors

・Business stakeholders: Sales Operation, Customer facing teams (Field Force, KAMs, MSL), Marketing, Medical Affairs, Market Access

・Other: Legal, Compliance, Finance

・Global: Corporate Capability Owners, respective SMEs in other countries

Key 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.

Expertise/Skills

• Project management skills including ability to lead a cross-functional teams and external vendor while being able to participate in project as individual contributor.

• Experience of IT agile methodologies and traditional waterfall approach.

• Having a strong sense of responsibility and accountability to accomplish goals.

• Supportive attitude and collaborative behavior to achieve targets as cross-functional team.

• Critical thinking to analyze information to reach the right direction / conclusion.

• Flexible mindset not to stick to the traditional ways and incorporate new methods.

• Excellent communication skills to collaborate with local and global colleagues and stakeholders including external parties.

• Sophisticated business level Japanese and English skills (written and verbal for both languages) and ability to interact with various layers of stakeholders.

• Experience of Omnichannel and Digital Marketing at both strategic and execution level are desirable.

• Working hour flexibility to collaborate with global colleagues across time zones.

• Mindset of curiosity and learning agility, ability to work across cultures and bring outside-in thinking in evolving market environment.

Qualification

• Bachelor’s degree

• PMP desirable

All qualified applicants will receive consideration for employment without regard to a person’s actual or perceived race, including natural hairstyles, hair texture and protective hairstyles; color; creed; religion; national origin; age; ancestry; citizenship status, marital status; gender, gender identity or expression; sexual orientation, mental, physical or intellectual disability, veteran status; pregnancy, childbirth or related medical condition; genetic information (including the refusal to submit to genetic testing) or any other class or characteristic protected by applicable law.