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Capabillity Manager within Personal Engagement Business Team
vor 3 Wochen
For our client F. Hoffmann - La Roche Ltd., we are looking for a dynamic team member for an exciting temporary position:
Capabillity Manager within Personal Engagement Business Team (CRM)
Background:
The Capability Manager is responsible for driving the global governance, evolution, and business readiness of the enterprise CRM capabilities within the pharma ecosystem. This role ensures end-to-end consistency, compliance, and business value across GPS, PDMA, PI, regions, and affiliates by orchestrating omnichannel capabilities such as segmentation frameworks, rating processes, consent management, customer master data dependencies, and insights workflows.
The Perfect Candidate: is an experienced professional with a strong background in designing, optimising, and governing business processes within large-scale enterprise systems, particularly CRM (Salesforce, Veeva, IQVIA OCE-P) or other commercial technology ecosystems. They possess hands-on experience in Commercial Excellence, Omnichannel engagement, and Customer experience processes, translating business needs into scalable CRM capabilities.
Experience in global governance or complex matrix organizations is essential, bridging strategic requirements across Global, Regions, and Affiliates while ensuring operational feasibility. The candidate must expertly navigate cross-functional dependencies (MDM, CIAM, Consent Management, Rating methodologies, Insights workflows, Case Management, Marketing Automation) to orchestrate a cohesive end-to-end customer engagement model.
They must be a strong collaborator, acting as a connector between business and technology, adept at simplifying complexity, ensuring business continuity, and driving harmonised global processes that support local needs.
Structured, value-oriented, and proactive, this person needs experience in change management, user adoption, and process standardisation, with a focus on long-term ecosystem consistency and delivering meaningful business impact.
Tasks & Responsibilities:
• Define and govern harmonised CRM business processes
• Drive cross-functional alignment and capability integration
• Ensure business readiness and adoption for new CRM capabilities
Must Haves:
• University degree in business or similar diploma
• Min. 5 years of hands-on experience in Commercial Excellence, Omnichannel engagement, and Customer experience processes, understanding how business needs translate into scalable CRM capabilities
• Strong background in designing, optimising, and governing business processes within large-scale enterprise systems, particularly CRM platforms (Salesforce, Veeva, IQVIA OCE-P) or other commercial technology ecosystems
• Strong ability to collaborate with diverse stakeholders, acting as a connector between business and technology
• Experience in Commercial Excellence, Omnichannel engagement, and Customer experience processes, understanding how business needs translate into scalable CRM capabilities
• Fluent in English
Don't miss this great opportunity and apply today Looking forward to receiving your interesting application.
