CRM & CXF Enablement Lead

Job Description

CRM & CXF Enablement Lead - UK & Ireland

Opportunity

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.

• 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, Takeda Connect, 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 Agent Force 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.
• What you bring to Takeda
• 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, Promo Mats — 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.
• Additional

At Takeda we unite in diversity.

Takeda is committed to creating an inclusive workplace. We welcome applications from all qualified candidates and strive to improve workplace experience and accessibility for everyone.

Paddington, Great Britain

Base Salary Range: £70,100.00 - £96,360.00

For information about our benefits, please contact Takeda.

Employee

Regular

Full time