Loyalty CRM Platform MANAGER

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Job Description

OBJECTIVES/PURPOSE

As the Global Platform Manager for Loyalty CRM Technology working in the CRM  Platforms team, you will own and manage the design, development, enablement, and support of Takeda’s Loyalty CRM Technology. In this role, you will drive Takeda’s Data and Digital mission through the development and adoption of CRM capabilities that align to business needs, best practices as well as enterprise architecture principles.

• Drive innovation and continuous improvement of Loyalty CRM, Health Cloud, Service cloud and Veeva VAULT  capabilities in the form of standing up new CRM platform, tools, or system integrations according to business demand, prioritized use cases as well as enhancing the existing technology stack.
• Enable stakeholders (both within and outside of Takeda) to consume Takeda’s Global CRM capabilities
• Oversee day-to-day operation of Loyalty CRM, Health cloud and Clinical CRM including platforms and services, to ensure all components work reliably and securely.
• Socialize changes to existing and new capabilities, tools, components, and consumption models to stakeholders (both within and outside of Takeda) to drive Loyalty CRM adoption and stakeholder satisfaction.
• Prioritize a global backlog to Loyalty CRM product enhancements , One Patient Access system (Health cloud) , Clinical CRM and operational needs and manage a DevOps Platform POD within our delivery center to deliver on the prioritized backlog.

ACCOUNTABILITIES

• Partner with global and regional stakeholders to understand business strategy and design solutions aligned to business needs.
• Develop and own the Loyalty CRM, Health cloud and Clinical CRM(VAULT) platforms capability roadmap driven by business demand and strategic imperatives.
• Own and deliver roadmap initiatives in partnership with internal and external stakeholders through agile delivery teams.
• Drive alignment of proposed solutions according to enterprise standards as well as alignment with Takeda architectural, security, privacy, and quality standards.
• Lead business case development process by designing and documenting proposed solutions in alignment with business demand.
• Provide technical and functional support for Loyalty CRM, OPA(Health cloud) and Clinical CRM capabilities.
• Partner with DD&T and business stakeholders to enable the consumption of Loyalty CRM , Health cloud and Clinical CRM capabilities.
• Develop scalable services and platform operational/ governance processes to ensure smooth day-to-day operations in partnership with IT, business, and other key stakeholders.
• Act as the SME (architectural consulting, provide insight to industry trends) for all Loyalty CRM projects and capabilities (like Salesforce loyalty, sales and service cloud etc.) in collaboration with various stakeholders.

Establish and institutionalize regular end-to-end KPI reviews for solution adoption, and continuous solution improvement process.

OTHER DIMENSIONS AND ASPECTS

• Knowledge of state-of-the-art CRM Technology (Salesforce CRM, Haroku, Data Cloud, Marketing Cloud, Health cloud, VAULT etMS)
• Business Acumen in the CRM with Life Science focus.
• Able to engage with all levels of the organization and be proficient at building out clearly defined business requirements during discussions with stakeholders.
• Able to clearly communicate and foster alignment across all levels of the organization.
• Build strong cross-functional relationships with team members in the other enterprise functions like System Integrators, Enablement Leads, Enterprise Architects.
• Strong ability to build external partnerships with industry partners and suppliers.
• Able to generate breakthrough solutions and enable others to do so.
• Day-to-day decisions regarding design, development, and implementation of Digital and Customer Experience solutions across Takeda globally.
• Able to present issues and recommend solutions in a succinct manner to Global, Senior and Executive Management on a frequent basis.
• Recommend and monitor spend for project budgets.

EDUCATION, BEHAVIOURAL COMPETENCIES AND SKILLS:

• Bachelor's degree in Computer Science and/or Digital Marketing related fields or equivalent experience.
• 7+ years of relevant of experience implementing CRM solutions at an enterprise level in a regulated environment.
• Strong understanding of CRM processes, flows covering across different persona – Medical, Commercial, Market Access, Ethics and Complaince
• Strong “soft skills” and English communication skills.
• Experience with Salesforce CRM, Haroku, Data Cloud, Marketing Cloud.
• Experience of working with global teams and experience of working in international, multi-country, multi-cultural environment.
• Experience working in a life sciences environment strongly preferred
• Experience working in an agile environment strongly preferred

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