Manager, Sales & Marketing Operations

About the Company

At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life‑saving and life‑enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun.

A name started our story. How will yours help write our future?

This role will be remote but prefers the candidate to live either in Phoenix, AZ or Exton, PA. In this role, you will be responsible for contributing towards and delivering to the strategy of West's customer relationship management. You will operate with a high degree of autonomy to ensure the effective management of all related areas such as system maintenance, integrity assurance and continuous improvement activities.

You will manage the development and execution of a data quality management program to ensure all system data is accurate and also ensure that all data imported from other platforms meets the data quality requirements. As part of the ongoing system management, you will monitor and interpret system performance metrics, troubleshoot user or system issues, build enhancement proposals and gather stakeholder feedback in addition to ensuring appropriate training of all user groups.

This role regularly interfaces with West system users, data governance, and Digital and Transformation.

• Manage the specialist team for pricing and costing.
• Collaborate with cross‑functional stakeholders to align contract process.
• Act as point of contact for ERP system customer master data set‑up.
• Lead the cost allocation process for annual pricing process.
• Lead and develop a process for data collection for tax credit process.
• Provide support for process improvements to drive efficiencies.
• First point of contact for users to address questions and queries regarding general system functionality, application, performance, troubleshooting and use.
• Manage the training and activities of CRM system in order to ensure rapid and effective support for users.
• Coordinate with regional representatives to ensure global running rules are operationally implemented and working effectively. Ensure that local business requirements are identified, reviewed, and accounted for as necessary in the system, processes, and practices while maintaining compliance with global rules.
• Coordinates all CRM configuration updates and enhancements with Digital and Technology (Digital and Transformation).
• Identifies training needs among users and develops training solutions to address these.
• Manage the development and implementation of the Data Quality Management program for the CRM and associated systems.
• Has intense curiosity to identify areas for improvement and develop solutions within CRM through the purposeful and regular monitoring and trend analysis of the key data quality metrics.
• Applies data‑driven insights to propose corrective and preventative actions (CAPA) to system risks or needs.
• Works with cross‑functional business partners to ensure cleanliness and accuracy of commercially relevant data.
• Works in a positive and supportive manner with system stakeholders to ensure timely data clean up and compliance with agreed metrics.
• Develop and manage program dashboards to allow bonus plan participants to have individual real‑time visibility of their performance to plan (and may include their historical performance where applicable).
• This role will work with business leadership to develop and implement short‑term incentives (SPIFFs) to drive near‑term sales priorities.
• Other duties as assigned.

• Bachelor’s Degree in Business Administration or Information Technology or equivalent experience required.

• Minimum 3 years experience required with 5‑8 years of experience in Sales, Marketing or Sales Operations experience preferred.
• CRM administration, development, and training required.

• Established…