CXM Manager Affiliate Coordinator (m/f/x)

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Date: 11-May-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: www.daiichi-sankyo.eu.

 

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

 

Customer Experience Management (CXM) Manager Affiliate Coordinator (m/f/x)

 

Purpose of the function:

We - the Customer Engagement Solutions Team - are looking for a talented CRM Support Specialist joining our growing team of professionals implementing a Customer Experience Management 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 diverse & 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 join us!

 

You will be the primary point of contact to our affiliates colleagues in 17 countries and therefore play a key role in our new system governance & support model/setup. Daily, you will communicate and interact with our Affiliate CRM SPOCs (single point of contacts) and work on all topics regarding system maintenance and the processing of new requirements. You will closely collaborate with other members of the Customer Engagement Solutions team, the system vendor and important business teams (Marketing, Medical, Market Access) at the European HQ of Daiichi Sankyo to ensure internal alignment and support strategy execution & adherence.


Roles and responsibilities:

 

Responsible for coordination of support topics between European HQ and Affiliates: 

  • Ensure adherence to change request process
  • Manage planning of data loading, front & back-end configurations & customizations ranging from single fields to complete new system modules
  • Strive for continuous harmonization of new requirements to support key elements of our new way of working such as agile campaigning and advanced analytics

 

Manage European system change request processes:

  • Collect, define, and follow up on accurate definitions of existing and new change requests & business requirements

  • Challenge assumptions and drive best practice sharing

  • Arrange & host regular business meetings with affiliates to manage change request topics

  • Ensure detailed documentation to enable approval by business process owner(s), the CRM governance team and system provider

  • Identify type of configuration needed, identify potential gaps and challenge assumptions

 

Supports and drives release management and ensure communications & alignment with affiliates:

  • Planning of releases and test approach

  • Hands on support of testing release items

  • Responsible for capturing, consolidating and processing all feedback

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 crowd 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.