Salesforce Platform & Engagement Manager

Salesforce Platform & Engagement Manager, Switzerland

Location:

Switzerland
Career Area: Customer Engagement
Level: Manager
Reports to: Customer Engagement & Digital Lead

At AstraZeneca, we are evolving how we engage with healthcare professionals, patients and customers through data and technology. As Switzerland prepares to migrate from Veeva CRM to Salesforce CRM as the customer engagement platform, we are looking for a Salesforce Platform & Engagement Manager to lead local business readiness, adoption and continuous improvement of the platform.

This role combines local business ownership of Salesforce CRM as the customer engagement platform with migration delivery, process design, release readiness, change management and adoption. You will ensure the platform meets commercial and medical user needs, supports compliant customer engagement and delivers measurable improvements in data quality, user experience and operational effectiveness.

As the local business owner and subject-matter expert for Salesforce CRM as the customer engagement platform, you will connect Swiss commercial and medical requirements with the global Salesforce roadmap. You will translate business needs into requirements and user stories, coordinate process design, testing, data readiness and release adoption, and lead role-based training and post-go-live improvement. Working with Commercial IT, global product teams, data and analytics functions and implementation partners, you will provide clear ownership from migration readiness through stable business operations.

• Act as the primary local business contact and subject-matter expert for Salesforce CRM as the customer engagement platform.

• Maintain an integrated view of platform capabilities, priorities, dependencies, risks and opportunities.

• Translate commercial and medical business needs into structured Salesforce requirements, process specifications, acceptance criteria and user stories.

• Prioritize enhancements and initiatives based on customer value, business impact, compliance and strategic fit

• Lead local business readiness for the migration from Veeva CRM to Salesforce CRM as the customer engagement platform.

• Map current and future CRM processes, user groups, data requirements, integrations, reporting needs and change impacts, and coordinate local inputs to solution design.

• Support stakeholder engagement, communications, training and launch preparation.
• Ensure successful deployment through post-go-live stabilization, adoption monitoring and continuous improvement.

• Define, document and continuously improve customer engagement processes and ways of working.

• Identify opportunities to simplify processes, reduce manual effort and improve data quality.

• Ensure the Salesforce customer engagement platform supports effective customer engagement, compliant interactions and future digital capabilities, including AI-enabled solutions.

• Partner with stakeholders to establish scalable, user-centric practices across the organization.

• Own the local change management and capability-building strategy for the Salesforce customer engagement platform.

• Assess readiness, identify capability gaps and define targeted adoption actions.
• Develop communication plans, role-based learning journeys and training materials.
• Build and support a network of business champions and super users.
• Monitor adoption and continuously strengthen user proficiency and engagement.

• Define requirements for Salesforce customer engagement reporting, dashboards and operational monitoring.

• Partner with data owners and user groups to monitor CRM data completeness, consistency and quality, identify root causes and coordinate corrective actions.

• Support stakeholders in leveraging customer engagement insights to strengthen customer understanding and engagement planning.

• Coordinate resolution of data, compliance and reporting issues with relevant partners.

• Collaborate closely with Commercial IT, global product teams, data and analytics functions, implementation partners and business leaders.

• Assess global Salesforce releases and translate functional changes, dependencies and user impacts into local testing, communication, training, deployment and adoption plans.

• Provide governance stakeholders…