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CXF Manager

Takeda Pharmaceuticals
Toronto, CAN
Full Time
Manager
Field
1 weeks ago
CRMVeeva CRMSalesforceVeeva VaultProject ManagementChange Management
Free

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About the role

  • As the CXF Manager, you will be responsible for enabling the successful deployment, adoption, and optimization of CRM and related customer engagement platforms within the LOC.
  • You will lead the local transition to the Customer Experience of the Future (CXF) platform, 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.

CXF Migration & Adoption

  • Lead the end to end technical migration to Customer Experience of the Future (CXF) in Canada, including planning, configuration, validation, cutover, and local change management.
  • Drive deployment, readiness, adoption, and value realization of new CXF capabilities for Medical and Commercial teams.
  • Lead migration of Medispend and related customer engagement capabilities to CXF in close coordination with the Tech & AI Partner, Medical Excellence, Data Excellence and Digital CX to ensure aligned delivery, integration, and continuity of customer journey capabilities.
  • Coordinate local user enablement and adoption activities so new platform capabilities are embedded effectively in Canada.
  • Ensure CRM and CXF interoperate effectively with adjacent customer experience, content, and analytics platforms.

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.
  • Coordinate with IBU, DD&T, Commercial and Marketing Operations, and cross functional teams to plan, implement, and communicate new modules, capabilities, and platform releases.

Platform Governance, Configuration and Compliance

  • Partner with business teams to improve platform utilization, data quality, and local process adherence, and gather user feedback to identify improvement opportunities.
  • Gather user feedback and identify improvement opportunities.
  • Own CRM and CXF configuration aligned to Canada business needs and evolving platform requirements.
  • Oversee and evolve user access management and related controls to support secure and efficient platform use.
  • Lead execution and maintenance of data privacy processes, including consent management and privacy notices in partnership with cross functional teams.
  • Ensure compliance with Takeda policies, global governance, and security standards.

Future Platform Capabilities

  • Support deployment and adoption of AgentForce and AI enabled CRM capabilities.
  • Identify opportunities to improve customer engagement and operational efficiency through automation and emerging technologies.
  • Support the evolution of future customer engagement platform capabilities in line with Canada LOC priorities.

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 7 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.
  • Strong growth mindset, with openness to feedback, continuous learning, and adapting quickly in a changing business and technology environment.
  • Experience leading platform migrations or major CRM releases, ideally including next generation customer engagement platforms is critical.
  • Strong hands on expertise with CRM and related platforms — Veeva CRM, Salesforce, Veeva Vault, Align, PromoMats.
  • Effective stakeholder and change management skills in a complex, global, multi stakeholder organization.
  • Demonstrated business analysis and project management skills, including translating business needs into technology requirements.
  • Knowledge of data privacy, consent management, and compliance requirements in a regulated environment.
  • Working knowledge of Sales Force Effectiveness (SFE) processes e.g. targeting, interaction planning an advantage.
  • 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.

Base Salary Range

  • CAD 127,000.00 CAD 173,800.00
  • The estimated salary range reflects an anticipated range for this position. The actual base salary offered may depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attai

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