CRM Manager

**ORGANIZATION SUMMARY**

With around 30,000 people working in approximately 70 countries, Takeda is truly a global partner for better health. Takeda is dedicated to pharmaceutical innovation and tackling diseases for which there is currently no cure. We are expanding continuously into new fields of treatment and therapy. By always putting people first, we empower employees so everyone can develop to his or her full potential. We aspire to be the most trusted, science-driven, digital biopharma company and we are looking for colleagues with the right mindset, skills and experience to support us in our mission to create better health for people and a brighter future for the world.

**ROLE OBJECTIVE**

The primary objective of the CRM manager is to act as CRM Product Owner, maintain and evolve CRM as part of the Takeda customer engagement strategy, drive continuous improvement of customer domain data quality, serve as partner to key stakeholders in the business, and support the data & digital transformation journey of Takeda.

This role requires a strategic thinker who can inspire others, focus on key priorities, and elevate organizational capabilities in line with Takeda's Leadership Behaviours.

**SCOPE**

The CRM Manager is responsible for management of the CRM system and customer domain data, including analysis, development and implementation of customer engagement strategy in close collaboration with global, regional and local partners. The CRM Manager drives insight generation; performance monitoring and reporting related to CRM and customer engagement with a focus on improving results and enhancing operational efficiencies. As trusted partner to the business, the CRM manager manages ongoing operations as well as relevant projects related to data management, sales operations and salesforce effectiveness, Customer Experience of the Future, and more.

**KEY** **ACCOUNTABILITIES**

**CRM Operations and Support**
- Maintain and manage CRM platform.
- Collaborate with GPD, cross-functional teams, and tech partner to ensure proper planning, implementation and communication for new initiatives and modules.
- Manage assigned projects end-to-end, including CRM-specific and relevant parts of HEAT (Healthcare Engagement and Transparency) and the Customer Experience of the Future initiative.
- Manage the sales force onboarding process, including system updates, training materials development, and delivery for new and existing employees.
- Provide operational support for targeting, call planning, account planning, KOL plans and lead continuous improvement of these processes for increased business impact and efficiency.
- Support activity (events) management and related initiatives to ensure compliance with Takeda policies and maximize insights captured
- Oversee the Canada CRM champions community to foster communication, drive adoption of new CRM and data quality initiatives, and manage internal change processes.
- Represent Canada in EUCAN CRM community to inform new initiatives & system configuration requirements based on Canada business needs and oversee implementation of these in Canada.
- Provide direction and oversight for outsourced CRM analyst, ensuring timely resolution of end-user inquiries by creating agile processes in coordination with internal and external partners.
- Work closely with other team members to execute Sales Force Effectiveness initiatives such as territory design, sales force sizing, segmentation, incentive compensation and reporting
- Support execution of Takeda’s omnichannel customer engagement strategy by managing lead generation process as well as other relevant Omnichannel related activities (audience building, campaigns).
- Oversee and evolve CRM user access management processes ensuring compliance with Takeda’s related policies.
- Oversee key CRM-related privacy processes, such as consent management and privacy notices.
- Promote the use of Takeda's tech stack and continuously improve offered solutions.

**Customer Domain Data Quality and Governance**
- Drive and support the Canada CRM data governance strategy and data quality.
- Represent Canada in EUCAN data governance council to inform above-country initiatives and lead implementation in Canada.
- Ensure CRM data quality and completeness through initiatives like awareness campaigns, training programs, data quality dashboards, and incorporating data quality metrics in the IC plan.
- Manage data maintenance processes to support the intake of various datasets for analytics and reporting, liaising with external vendors as needed.
- Promote adoption and effective usage of CRM system to enhance the quality and quantity of the data captured by customer facing teams and continuously improve offered solutions

**Cross-Functional Collaboration and Business Understanding**
- Foster strong cross-functional collaboration with commercial, medical, and other stakeholders to ensure alignment and integration of CRM initiatives.
- Leverage and dev