Career Category

Job Description

Role overview

The Manager leads CRM business and operational support across Outside US (OUS) focussing on JAPAC, ensuring users receive timely, accurate guidance and service. The role oversees request resolution and day-to-day service delivery while building team capability, improving processes, supporting clear community communication, and strengthening collaboration with the affiliates, CRM platform and Technology teams.

Key responsibilities

Team leadership and service delivery — Lead and support the CRM Business Operations Support team. Set priorities, balance incoming demand with improvement work, and ensure requests are handled consistently, documented clearly, and escalated appropriately.

CRM and business support oversight — Oversee first-line support for CRM and related business-process questions. Help the team distinguish business guidance and operational requests from technical defects or development needs, and maintain effective routes to CRM Platform and IT colleagues.

Operational quality and controls — Ensure CRM service requests—including data loads and validation, exports, survey setup, territory updates, user and product setup support—follow approved procedures, templates, and quality checks. Monitor service quality and address gaps.

Recurring issues and communication — Review recurring problems and service trends, guide root-cause investigation, and prioritize permanent fixes and process improvements. Coordinate clear communications to the CRM Community during broad CRM issues or outages, working with the appropriate teams.

Business analyst onboarding and enablement — Lead the onboarding approach for new Business Analyst (BA) users and ensure it is consistent and effective. Oversee updates to how-to guides, procedures, training, and reference materials, keeping them aligned with current guidance and each release.

Efficiency and continuous improvement — Identify opportunities to improve service efficiency, consistency, self-service, and user experience. Encourage appropriate use of approved automation and AI-enabled tools, and ensure changes are practical and well controlled.

Project and stakeholder partnership — Represent the support function in team projects, such as CRM Scan or Field Excellence Summit preparations, while maintaining service coverage. Build effective working relationships with business stakeholders, regional teams, the CRM platform team, and Technology teams.

Role balance and collaboration

The Manager is accountable for reliable request and ticket resolution while also developing the team’s capability and improving the service. Priorities and project participation should reflect incoming demand and available capacity. The team partners with business stakeholders and the CRM team, routing technical defects and system development needs to the appropriate IT or product teams.

Qualifications and capabilities

• Any Degree and 8-13 years of Experience leading or coordinating teams in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support.
• Pharma experience is Mandatory.
• Strong understanding of CRM business processes; Veeva CRM or Salesforce experience is preferred.
• Demonstrated ability to lead service delivery, set priorities, coach colleagues, and improve processes while maintaining quality and attention to detail.
• Strong communication and stakeholder-management skills, including the ability to coordinate across regional and cross-functional teams.
• Ability to distinguish business questions and operational requests from technical defects or enhancements.
• Knowledge of territory alignment, customer data, key messages, surveys, cycle planning, field force processes, compliance, or data governance is an advantage.

Measures of success

Timely, accurate, and consistent support; improved first-time-right execution and fewer repeat issues; effective communication during broad CRM issues; smooth BA onboarding; current guidance and training materials; stronger team capability; and practical improvements in efficiency and user experience.