At a Glance
- Tasks: Lead the transition to innovative customer engagement platforms and drive adoption across teams.
- Company: Join a leading pharmaceutical company focused on transforming customer experiences.
- Benefits: Competitive salary, health benefits, and opportunities for professional growth.
- Other info: Dynamic work environment with a focus on innovation and collaboration.
- Why this job: Be at the forefront of customer engagement technology and make a real impact.
- Qualifications: 5+ years in CRM/technology roles with strong expertise in platforms like Salesforce and Veeva.
The predicted salary is between 60000 - 80000 £ per year.
The CRM & CXF Enablement Lead is responsible for enabling the successful deployment, adoption, and optimization of CRM and related customer engagement platforms within the UK & Ireland. This role leads the local transition to the Customer Experience of the Future (CXF), ensuring a stable, compliant, and well-supported CRM environment while planning and executing the end-to-end migration to CXF. The role is accountable for driving adoption of new capabilities and ensuring they deliver value for Medical and Commercial teams.
Working closely with Commercial, Medical, Marketing & Commercial Excellence (MCE), Enterprise DD&T, and global DD&T teams, the CRM/CXF Enablement Lead provides the platform, configuration, data, integration, and compliance foundations that customer engagement capabilities depend upon. In partnership with the CRM Manager within Commercial & Marketing Operations, the role serves as a key business-facing DD&T partner, helping local teams maximize value from customer engagement technologies while supporting the evolution of future platform capabilities.
Responsibilities- CXF Migration & Adoption: Lead the end-to-end transition to Customer Experience of the Future (CXF) within the UK & Ireland; Drive deployment, readiness, adoption, and value realization of new CXF capabilities; Lead migration of Medispend, TakedaConnect, and related customer engagement capabilities; Coordinate local change management and user enablement activities.
- CRM & Customer Engagement Platforms: Serve as the DD&T owner for CRM and related customer engagement platforms; Manage platform configuration, releases, integrations, access management, and operational support; Enable customer engagement capabilities including audience management, lead generation, and campaign execution; Ensure interoperability across customer engagement, content, and analytics platforms; Monitor platform health, utilization, and effectiveness.
- Platform Governance, Configuration and Compliance: Maintain platform configurations aligned to local business needs; Support compliance with Takeda policies and global governance, privacy, and security standards; Partner with business teams to improve platform utilization and data quality; Gather user feedback and identify improvement opportunities.
- Future Platform Capabilities: Support deployment and adoption of AgentForce and AI-enabled CRM capabilities; Identify opportunities to improve customer engagement and operational efficiency through automation and emerging technologies; Support evolution of future customer engagement platform capabilities.
- University degree required in a relevant field such as information technology, computer science, business, life sciences, or a related discipline.
- 5+ years of relevant CRM/technology experience in pharmaceutical/life sciences, in roles such as CRM Product Owner, CRM/Technology Manager, Project Manager, Analyst, or Business Partner.
- Experience leading platform migrations or major CRM releases, ideally including next-generation customer engagement platforms (e.g., Customer Experience of the Future / Vault CRM).
- Strong hands-on expertise with CRM and related platforms — Veeva CRM, Salesforce, Veeva Vault, Align, PromoMats — and BI tools such as Power BI.
- Proficiency in data analysis, data cleaning, and data governance best practices for customer-domain data.
- Working understanding of field-force processes (targeting, interaction planning).
Contact Details:
Takeda Pharmaceuticals International GmbH Recruitment Team
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