Senior Manager, CRM Medical Affairs, EU​/NM

General Description

• Ensuring the “fit for purpose “of the Medical Inquiry Management and CRM technology infrastructure, this role will serve as valuable and trusted partner to business.
• This role will act as a key bridge between Medical Affairs, Insights & Analytics functions, other IT teams, as well as external partners, ensuring that the Medical Affairs platforms are fit-for-purpose, compliant, and continuously optimized to support high-quality scientific exchange with healthcare professionals (HCPs).
• It will address Medical Inquiry and CRM technology issues by managing the 1st, 2nd and 3rd line support to users and supporting teams, as well as soliciting system requirements for the evolution of the infrastructure from all relevant stakeholders.
• This individual will take these requirements and work with the relevant internal and external teams to implement in the Medical Inquiry Management and/or CRM infrastructure.
• This role combines requirement analysis, and operational support to enhance the intake, processing, and insights generation with regard to scientific engagement across various channels.

Medical Information (Inquiry) Management

• Global (ex-China)

Medical CRM

• Europe and New Markets

System Analysis & Requirements Management

• Partner with the various Medical Affairs teams, Insights & Analytics functions, other IT teams, and cross-functional stakeholders to gather, define, and prioritize requirements
• Translate business needs into clear functional specifications and user stories
• Drive end-to-end requirements lifecycle, from discovery and documentation to implementation

Medical Inquiry System Management

• Support and optimize platforms managing:
  • Inquiry intake (multi-channel: CRM, email, call center, field)
  • Case processing and fulfilment workflows
  • Response delivery and documentation
• Ensure systems are aligned with business processes and user needs
• Contribute to roadmap planning and system enhancements

Medical CRM Application Management

• Intake / discovery of requirements from relevant stakeholders, as well as build business cases in support of prioritization of these requirements
• Manage the process of design, build, implementation, testing, deployment and training for the European / New Markets Medical user community
• Create and maintain the Medical CRM related roster, territory, and user assignments for the Medical CRM user-community
• Contribute to roadmap planning and system enhancements

Operational Support & Continuous Improvement

• Coordinate across 1st, 2nd, and 3rd line support to ensure system reliability and user satisfaction
• Analyze system usage, performance, and inquiry trends to identify improvement opportunities
  
  Lead or support process optimization initiatives (e.g., turnaround times, automation, workflow efficiency)
• Maintain training materials and support user enablement

Stakeholder Engagement

• Act as a trusted advisor to Medical Affairs, Insights & Analytics functions, other IT teams, as well external vendors
• Facilitate workshops, requirement sessions, and solution design discussions
• Communicate effectively across technical and non-technical audiences
• Build strong partnerships to ensure alignment and delivery

Compliance & Quality

• Ensure adherence to:
  • GxP validation processes
  • Data privacy regulations (e.g., personal data in inquiries)
  • Medical and regulatory standards
• Support validation documentation and system audits
• Ensure systems enable accurate and compliant medical responses

Cross-functional Collaboration

• Collaborate across technology, data science, and business teams to deliver scalable solutions.
• Translate requirements into reusable technical components and platform capabilities, avoiding one-off builds.
• Provide input into roadmaps and platform evolution based on hands-on experience and delivery learnings.

• Bachelors Degree
• Medical Affairs - Medical Inquiry Management
• Medical Affairs – Scientific Engagement Management
• GxP System Validation processes
• SFDC Service Cloud

No

• Strong collaboration skills with stakeholders, and cross-functional teams.
• Experience working on Medical Affairs initiatives that drive measurable business impact.
• Exc…