【Alexion Japan】Senior Manager, CRM Lead

This is what you will do:

• Japan CRM strategy & ownership: Own the Japan CRM vision, roadmap, and operating model aligned to the Rare Disease commercial strategy, improving HCP engagement and commercial execution.
• Global CRM liaison: Act as the primary Japan point of contact to Global CRM, aligning on standards, governance, releases, and best practices while ensuring local needs are represented.
• CRM migration leadership: Lead Japan-side planning and execution for the future CRM migration, ensuring continuity of business operations, data integrity, and strong user adoption.

You will be responsible for:

• Define and execute Japan CRM roadmap: Translate business priorities into a structured backlog, requirements, and delivery plan, balancing global standards with Japan market needs.
• Manage Japan CRM operations: Oversee day-to-day CRM management (user access/roles, issue triage, enhancements, release readiness) and drive continuous process improvement for Sales and Marketing.
• Partner cross-functionally: Work with Sales, Marketing, Commercial Insights, Digital/IT, and external vendors to design and implement CRM-enabled processes that improve productivity and customer experience.
• Deliver KPI reporting & insights enablement: Design, implement, and continuously optimize KPI reporting and dashboards; ensure stakeholders have timely, accurate performance and activity visibility.
• Own customer and activity data processes: Establish end-to-end processes for data collection, management, aggregation, and quality control across customer, activity, and performance datasets.
• Vendor and data agency management: Lead external partners (data agencies and system vendors) for KPI tracking, data acquisition planning, integration, and reporting delivery, ensuring quality, cost, and timelines.
• Enable omnichannel and personalization: Support segmentation and customer engagement design by operationalizing CRM capabilities that enable more personalized, compliant field and digital approaches.
• Lead CRM migration (Japan scope): Drive Japan requirements, impact assessment, data readiness (cleansing/mapping/validation), UAT coordination, cutover planning, training support, and hyper care in close alignment with Global CRM.
• Ensure governance and compliance: Maintain strong data integrity and appropriate data handling, aligning CRM usage and reporting with relevant policies and regulatory expectations.

You will need to have:

• Pharma CRM experience: 3–5+ years of hands-on CRM experience within the pharmaceutical industry, with strong understanding of Sales and Marketing processes.
• Global communication capability: Proven experience working with global stakeholders and operating effectively in a global governance/release environment.
• Data-driven skills: Strong quantitative mindset with experience defining KPIs, interpreting performance data, and translating business questions into data/reporting requirements.
• Technical fundamentals: Working knowledge of databases and data handling, including SQL and advanced Excel; experience implementing or managing BI tools (e.g., Power BI, MicroStrategy, BusinessObjects).
• Project & stakeholder management: Demonstrated ability to lead cross-functional initiatives, manage priorities, and deliver on time with high quality in a matrix environment.
• Vendor management: Experience managing external vendors and/or data agencies, including scope, delivery oversight, and issue resolution.
• Language: Business-level English and Japanese to communicate effectively with Global CRM and Japan commercial stakeholders.

We would prefer for you to have:

• CRM migration experience: Prior involvement in a major CRM migration or global template rollout (requirements, data migration, testing, change management, adoption).
• Omnichannel enablement: Experience implementing or operating omnichannel promotional processes and field force digital enablement.
• Marketing automation exposure: Experience with tools such as Marketo or Account Engagement (Pardot) and integration with CRM.
• Customer analytics & segmentation: Practical experience in HCP segmentation, targeting, and customer analytics to support personalized engagement strategies.

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