Salesforce Platform & Engagement Manager, Switzerland

Location: Switzerland
Career Area: Customer Engagement
Level: Manager
Reports to: Customer Engagement & Digital Lead

Make a meaningful impact

At AstraZeneca, we are evolving how we engage with healthcare professionals, patients and customers through data and technology. As Switzerland prepares to migrate from Veeva CRM to Salesforce CRM as the customer engagement platform, we are looking for a Salesforce Platform & Engagement Manager to lead local business readiness, adoption and continuous improvement of the platform.

This role combines local business ownership of Salesforce CRM as the customer engagement platform with migration delivery, process design, release readiness, change management and adoption. You will ensure the platform meets commercial and medical user needs, supports compliant customer engagement and delivers measurable improvements in data quality, user experience and operational effectiveness.

As the local business owner and subject-matter expert for Salesforce CRM as the customer engagement platform, you will connect Swiss commercial and medical requirements with the global Salesforce roadmap. You will translate business needs into requirements and user stories, coordinate process design, testing, data readiness and release adoption, and lead role-based training and post-go-live improvement. Working with Commercial IT, global product teams, data and analytics functions and implementation partners, you will provide clear ownership from migration readiness through stable business operations.

What you'll do

Lead customer engagement platform ownership

• Act as the primary local business contact and subject-matter expert for Salesforce CRM as the customer engagement platform.

• Maintain an integrated view of platform capabilities, priorities, dependencies, risks and opportunities.

• Translate commercial and medical business needs into structured Salesforce requirements, process specifications, acceptance criteria and user stories.

• Prioritize enhancements and initiatives based on customer value, business impact, compliance and strategic fit

Drive the customer engagement platform transition

• Lead local business readiness for the migration from Veeva CRM to Salesforce CRM as the customer engagement platform.

• Map current and future CRM processes, user groups, data requirements, integrations, reporting needs and change impacts, and coordinate local inputs to solution design.

• Support stakeholder engagement, communications, training and launch preparation.
• Ensure successful deployment through post-go-live stabilization, adoption monitoring and continuous improvement.

Enhance customer engagement processes and user experience

• Define, document and continuously improve customer engagement processes and ways of working.

• Identify opportunities to simplify processes, reduce manual effort and improve data quality.

• Ensure the Salesforce customer engagement platform supports effective customer engagement, compliant interactions and future digital capabilities, including AI-enabled solutions.

• Partner with stakeholders to establish scalable, user-centric practices across the organization.

Lead training, adoption and change management

• Own the local change management and capability-building strategy for the Salesforce customer engagement platform.

• Assess readiness, identify capability gaps and define targeted adoption actions.
• Develop communication plans, role-based learning journeys and training materials.
• Build and support a network of business champions and super users.
• Monitor adoption and continuously strengthen user proficiency and engagement.

Enable data-driven decision making

• Define requirements for Salesforce customer engagement reporting, dashboards and operational monitoring.

• Partner with data owners and user groups to monitor CRM data completeness, consistency and quality, identify root causes and coordinate corrective actions.

• Support stakeholders in leveraging customer engagement insights to strengthen customer understanding and engagement planning.

• Coordinate resolution of data, compliance and reporting issues with relevant partners.

Build trusted partnerships

• Collaborate closely with Commercial IT, global product teams, data and analytics functions, implementation partners and business leaders.

• Assess global Salesforce releases and translate functional changes, dependencies and user impacts into local testing, communication, training, deployment and adoption plans.

• Provide governance stakeholders with transparent updates on progress, risks, adoption and decisions.
• Foster strong relationships that support business alignment and sustainable success.

Experience and capabilities

We recognize that exceptional candidates bring diverse experiences. You are likely to offer many of the following:

• Strong hands-on functional expertise in Salesforce CRM as a customer engagement platform within a commercial or medical environment, ideally in the pharmaceutical, biotechnology or life sciences industry.

• Experience leading or coordinating a migration from Veeva CRM to the Salesforce customer engagement platform, a Salesforce implementation, a major CRM release or a comparable platform transformation, including process mapping, testing, cutover and hypercare.

• Strong business analysis capability, including process mapping, requirements gathering, user-story development, acceptance criteria, stakeholder validation and prioritization.

• Proven expertise in organizational change management, stakeholder engagement and adoption strategies.

• Practical understanding of Salesforce data models, data quality controls, role-based access, consent and compliance requirements, reports, dashboards and operational monitoring.

• Ability to influence across multiple functions and successfully align business and technology stakeholders.

• Salesforce Administrator certification is strongly preferred. Additional Salesforce credentials in AI and data, architecture, marketing or design are an advantage.

• Experience assessing AI, automation or digital capabilities within the Salesforce customer engagement platform and translating them into compliant, practical business use cases is an advantage.
• Fluency in English and ideally one of the local languages (German / French)

The leadership qualities you'll bring

You are a collaborative and digitally curious leader who combines strategic thinking with practical execution. You enjoy motivating users, building confidence and helping people adopt new ways of working. You are a confident and engaging  speaker who can communicate complex topics clearly, conduct trainings and inspire large audiences. You can manage resistance constructively, communicate clearly during uncertainty and maintain momentum when priorities compete or pressure is high. You build credibility quickly, stay calm and solution-focused, and create the conditions for lasting change.

You challenge traditional ways of working constructively, identify opportunities for improvement and turn ideas into sustainable business outcomes. You are passionate about enabling others through technology and helping teams embrace new ways of working with confidence.

Why AstraZeneca?

This is a unique opportunity to play a central role in one of the most significant customer engagement transformations within AstraZeneca Switzerland. You will shape how the platform is adopted, optimized and continuously improved while working closely with senior stakeholders across the business and global organization.

You will join a company that encourages innovation, embraces digital transformation and invests in its people. Your work will directly influence how our commercial and medical teams engage with customers, leverage data and deliver better outcomes for patients.

If you are passionate about business transformation, customer engagement, digital innovation and helping people succeed through technology, we would be delighted to hear from you.

Join us and help create a smarter, more connected future for customer engagement.

Date Posted

Closing Date

AstraZeneca embraces diversity and equality of opportunity.  We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills.  We believe that the more inclusive we are, the better our work will be.  We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics.  We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.