CRM Functional Consultant (m/f/x)

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Date: 01-Nov-2022

Location: Munich, Germany, 81379

Company: Daiichi Sankyo Europe


Passion for Innovation. Compassion for Patients.


Daiichi Sankyo and its 16,000 employees in more than 20 countries are dedicated to the creation and supply of innovative pharmaceutical products. In Europe, we focus on two areas: In the cardiovascular space, our strong portfolio of medicines reflects our long-standing commitment and shows that we care for every heartbeat; in oncology our goal is to become a global pharma innovator until 2025 by providing novel therapies to patients across the world. Our European headquarters are in Munich, Germany, and we have affiliates in 13 European countries. For more information:


For our headquarter in Munich we are seeking highly qualified candidates to fill the position:


CRM Functional Consultant (m/f/x)


Purpose of the function:

We - the Customer Engagement Solutions Team -  are a looking for a talented CRM Support Specialist joining our growing team of professionals implementing a new Microsoft Dynamics based game changing platform at Daiichi Sankyo.  This CX platform is part of our ambition to implement an end 2 end digital backbone to enable, streamline and facilitate engagement with HCPs. This includes storage of all relevant customer information, support of advanced analytics through harmonized, high quality customer data and to collect and allow analysis of customer feedback.


You enjoy working in a cross-regional setup and divers & multi-national teams? You think outside the box, enjoy managing complexities through a hands-on and getting things done mentality and have a track record of successfully implementing CRM systems? You can combine technical and business perspectives when providing configuration support and implementation advice? Then joing us! 


As the new CXM Functional Consultant you will establish our system in the hearts and souls of our end users enabling them to drive bespoke and tailored customer engagements creating the best possible customer experience. You will support all users how to best use the available functionality to max out the potential of our new platform. This will include building a strong interface to our business teams (Marketing, Medical, Market Access), to understand and translate their needs into concepts that will drive system usage and adoption within our organization. 

Roles and responsibilities:


Act as an expert for our new Microsoft Dynamics CRM product suite:

  • Be the primary point of contact for selected modules & functionalities
  • Bring best in class practices to end users through leadership 
  • Enable the business to have bespoke and tailored customer engagement


Consult & support business teams in EU HQ & Affiliates:

  • Drive forward select use cases across different functions & regions
  • Define milestones and constantly review progress against targets


Collect and map emerging business needs against existing solutions:

  • Run gap analysis, create change logs and adapt existing documentations

  • Challenge assumtions and establish best practise across regions
  • Ensure accurate definitions of existing and new system change request to support business requirements (via change request process, documentation in DevOps,etc)


Ensure a smooth implementation of new use cases & supporting functionalities:

  • Drive acceptance by applying appropriate change management processes & activities
  • Create trainings and facilitate workshops


Advice system users on important support topics in close collaboration with Afffiliate CRM counterparts (local SPOCs / Admins):

  • Prepare and execute data loading
  • Testing of new functionalities
  • How to in general use the application (drive usage and adoption)

Personal skills and professional experience:

  • University degree / Master Degree or equivalent

  • A minimum of 5 years of working experience with CRM systems, ideally in Pharma or Life Science industry

  • Demonstrated experience with business process reengineering and business process development

  • Good feeling for project culture and familiar in working in an environment with competing interdependencies

  • Bring a problem solving mindset (e.g. participate in fast moving technical discussions, be able to separate facts from opinions, find & propose solutions)

  • Knowledge and familiarity with the most current Dynamics 365 Business Applications: Sales, Customer Service, Field Service, Dynamics for Marketing. Customer Insights is a plus

  • Excellent communicator - demonstrated experience standing in front of a room to either identify and collect requirements or to guide training and help users become confident working with the latest technology

  • Agile Software Development experience

  • Exposure to enterprise planning and delivery tools such as Azure DevOps


What we offer

Working at Daiichi Sankyo

At Daiichi Sankyo in Europe, we offer a workplace where your voice is heard. Everything we do, we do with a high level of commitment and a clear focus on patients’ needs. We know that our bold ambition to change patients’ lives for the better can only be achieved through the power of collaboration and the exploration of new approaches. Thus, we encourage our colleagues across Europe to be courageous, to bring their ideas to the table and to embrace opportunities to grow. When you join our European family, you will be a part of a dynamic company where everyone, no matter their role, rolls up their sleeves and gets things done.