CRM & CXF Enablement Lead

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. Job 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, account planning) - sufficient to enable, but not own, SFE and CRM business administration.
• Strong business analysis and project management skills, including translating business needs into technology requirements.
• Strong stakeholder and change management skills in a complex, global, multi-stakeholder organization.
• Knowledge of data privacy, consent management, and compliance requirements in a regulated environment, including UK GDPR and the ABPI Code of Practice.
• Data-driven and quality-focused - uses data to make decisions and takes pride in trustworthy, well-governed CRM data.
• Bridges technology and business - communicates complex platform and data topics clearly to technical and non-technical audiences.
• Takes initiative and works independently; demonstrates curiosity and a growth mindset.
• Collaborative and influential across functions and geographies; builds trust and drives adoption without authority.
• Strong digital fluency and security awareness - leverages digital collaboration tools and protects sensitive information.