Job Description

Career Category Marketing



HOW MIGHT YOU DEFY IMAGINATION?

If you feel like you're part of something bigger, it's because you are. At Amgen our shared mission--to serve patients--drives all that we do. It is key to our becoming one of the world's leading biotechnology companies. We are global collaborators who achieve together--researching, manufacturing, and delivering ever-better products that reach over 10 million patients worldwide. It's time for a career you can be proud of. Join us.

JAPAC CRM Operations Manager

Live

What you will do

What is a digital capability?

Technology platforms and applications, global standards and expertise to achieve defined business outcomes. We focus on digital platforms that create the best possible omnichannel customer experience. We create this experience through an interconnected ecosystem of processes, data and technology solutions

The team

The Customer Engagement Platform team is part of the Digital Global Customer Capabilities team and oversees large regional or subregional implementations of our 2 key enablers (Veeva CRM and Salesforce Marketing Cloud) of our interactions with customers .

The team covers both the strategic roadmap and the daily operations.

Platform Operations are key to enable execution in the countries and evolve the platforms on the day to day.

The role

This techno-functional role directly supports the overall business processes, service maturity & adoption of CRM platform in the JAPAC region. The CRM Ops Manager works closely with DTI (IT), Country Sales Operations, Customer 360 leads, Data and Analytics teams, Global Service Center and is the main point of contact and SME for everything related to the CRM.

Key responsibilities:

• Run smooth operations

• Work closely with DTI support team to ensure correct prioritization of activities and on time deliveries
• Coordinate small-size and country specific critical activities on central platforms (e.g. large territory re-alignment, new org hierarchy, implementation of new segmentation redefinition etc)
• Continuously improve efficiency and quality of the service offered
• Perform data analysis as needed
• Participate in the configuration of Veeva CRM:

• Define critical setup data/configuration for the CRM (LOVs, Products, etc)
• Verify adherence to agreed standard (e.g. naming conventions, approach etc)
• Perform validations and acceptance tests

• Actively manage the regional CRM business community:

• Support countries in daily operations (e.g.
• Consult/Advise countries on how to leverage global CRM functionalities to support local business needs
• Co-Run periodical updated calls
• Support Training and onboarding of new CRM ops
• Prepare functional documentation / training material
• First point of contact for:

• standard processes support (alignments, POA, profiling, system usage, KPI)
• Customer base management (OneKey)
• Data privacy elements
• CLM and Rep Email

• Closely collaborate with other platform owners

• Support countries, campaign ops, GSC, and SFMC team in correct creation of campaign with Veeva CRM related aspects

What we expect of you

We are all different, yet we all use our unique contributions to serve patients. The professional we seek will have the following qualifications.

Basic Qualifications (must have):

• Academic education or experience from similar positions
• Minimum 3 years of experience in industry
• A good understanding of the healthcare industry
• Strong analytical and problem resolution skills
• Extensive experience in CRM environment, preferably VEEVA CRM
• Ability to communicate with Information Systems architects and/or 3rd parties regarding technical design trade-offs
• Team Player
• Detail oriented, versatile and hard-working
• Clear communication, both spoken and written
• Fluency in English, both oral and written communications

Preferred Qualifications:

• Fluency in Japanese
• Strong technical background on Software development and/or data modeling
• Experience in Sales/CRM Operation
• Superb interpersonal and organizational skills
• Highly intellectually curious
• Passionate about identifying and solving problems for customers with the ability to uncover business needs through direct interaction as well as quantitative or qualitative research to define compelling solutions
• Drive/lead (technical) teams in a matrix environment. Demonstrated ability to coordinate cross-functional teams towards task completion.

Competencies:

• Leadership & Communication

• Natural team player who is comfortable working within multi-disciplinary groups
• Comfortable operating in a consultative capacity with various business partners
• Ability to explain complex technical issues in a way that non-technical people may understand
• Market & Customer Understanding

• Able to apply customer centric / user needs principles to daily activities
• Uses analytics & data to inform our understanding of customer behaviors and requirements
• Execution Excellence

• Highly efficient
• Finds it easy to assume different roles simultaneously in different projects e.g. leading vs supporting
• An organised self-starter who is able to coordinate and prioritise their workload effectively
• Experience working closely with compliance, legal and data privacy

What you can expect of us

As we work to develop treatments that take care of others, so we work to care for our teammates' professional and personal growth and well-being.

• Vast opportunities to learn and move up and across our global organization
• Diverse and inclusive community of belonging, where teammates are empowered to bring ideas to the table and act
• Generous Total Rewards Plan comprising health, finance and wealth, work/life balance, and career benefits

Apply now

for a career that defies imagination

In our quest to serve patients above all else, Amgen is the first to imagine, and the last to doubt. Join us.

careers.amgen.com

Equal Opportunity Statement

Amgen is an Equal Opportunity employer and will consider you without regard to your race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status.

We will ensure that individuals with disabilities are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation

.