CRM Manager, Omnichannel Customer Experience (OCX)

Kyowa Kirin is a fast-growing global specialty pharmaceutical company that applies state-of-the-art biotechnologies to discover and deliver novel medicines in four disease areas: bone and mineral; intractable hematologic; hematology oncology; and rare disease. A Japan-based company, our goal is to translate science into smiles by delivering therapies where no adequate treatments currently exist, working from drug discovery to product development and commercialization. In North America, we are headquartered in Princeton, NJ, with offices in California, North Carolina, and Mississauga, Ontario.

This note a remote opportunity. Candidate will be expected to work a hybrid onsite schedule in Princeton, NJ.

Job Purpose:

The CRM Manager is responsible for maximizing user adoption and effectiveness of Veeva CRM and Salesforce through comprehensive training, communication, and support programs. This role develops learning materials, standard operating procedures, user guides, and change management communications while serving as a key point of contact for CRM-related questions, troubleshooting, and user support. The position works collaboratively with business stakeholders and technical teams to ensure users have the knowledge, resources, and support necessary to leverage CRM capabilities effectively.

Essential Functions:

• Serve as the primary business-facing resource for CRM user support, providing timely assistance, troubleshooting, and issue resolution for Veeva CRM and Salesforce users.
• Develop, maintain, and continuously improve CRM training tools, onboarding materials, job aids, quick reference guides, and other learning resources to support user proficiency and adoption.
• Partner with Commercial Training, Sales Operations, Medical Affairs, Patient Services and business stakeholders to identify learning needs and deliver role-based CRM training for new and existing users.
• Create and execute CRM-related communications, including system updates, enhancement announcements, release notes, best practices, and change management initiatives to ensure effective user awareness and adoption.
• Maintain and manage CRM documentation, including standard operating procedures (SOPs), business processes, training materials, knowledge articles, and support documentation.
• Support CRM system releases and enhancements by evaluating user impacts, updating training materials and documentation, developing communication plans, and facilitating end-user readiness activities.
• Monitor CRM adoption/utilization metrics and support tickets to identify training opportunities, user challenges, and areas for process improvement.
• Coordinate user acceptance testing (UAT) activities for CRM enhancements and support validation of business processes prior to deployment.
• Collaborate with Marketing, Sales, Medical Affairs, Patient Services Field teams and Commercial Operations teams to support implementation and adoption of CRM capabilities, including approved email, digital content, CLM materials, and customer engagement tools.
• Partner with CRM platform administrators and IT to support ongoing system maintenance, user access management, and issue resolution.
• Ensure CRM processes, documentation, training materials, and communications comply with company policies, data governance standards, and applicable regulatory requirements.
• Support continuous improvement initiatives by gathering user feedback, identifying opportunities to enhance the CRM user experience, and recommending process improvements.
• Manage assigned projects and deliverables to ensure completion within established timelines, scope, and quality expectations.

Job Requirements:

Education

• Bachelor’s Degree or equivalent experience

Experience:

• Minimum of 5 years of relevant work experience is required. Pharmaceutical or Biotech industries preferred.
• Strong analytic and problem-solving skills are essential.
• Excellent analytical, writing, and presentation skills, and field sales training experience are essential.
• Must be self-motivated and have the ability to prioritize and execute multiple tasks.
• Must be highly proficient with Microsoft applications (i.e. PowerPoint, Excel, Access, etc.).
• Must be highly organized, detail-oriented, and results-driven.

Technical Skills

• Proficient in MS Office Suite.
• Experience with CRM required (Salesforce & Veeva experience preferred).

Non-Technical Skills

Highly motivated with great attention to detail. Strong endurance to work under tight timelines and complex/changing situations.  Excellent written and oral communication skills. Excellent problem- solving skills. Broad level of interpersonal skills and flexibility.  Focused on team-based work, while able to independently deliver within scope.  Cultural sensitivity and ability to develop consensus within a multinational organization.

Physical Requirements:
• Ability to travel domestically if projects require.
• Some international travel may be required.
• Lifting, typing, driving, sitting, special requirements around hours, etc.

The anticipated salary for this position will be $125,00 to $166,700.  The actual salary offered for this role at commencement of employment may vary based on several factors including but not limited to relevant experience, skill set, qualifications, education (including applicable licenses and certifications, job-based knowledge, location, and other business and organizational needs.

The listed salary is just one component of the overall compensation package. At Kyowa Kirin North America we provide a comprehensive range of benefits including:

• 401K with company matching
• Annual Bonus Program (Sales Bonus for Sales Jobs)
• Generous PTO and Holiday Schedule which includes Summer and Winter Shut-Downs, Sick Days and, Volunteer Days
• Healthcare Benefits (Medical, Dental, Prescription Drugs and Vision)
• HSA & FSA Programs
• Well-Being and Work/Life Programs
• Life & Disability Insurance
• Concierge Service
• Pet Insurance
• Tuition Assistance
• Employee Referral Awards

The compensation and benefits information set forth in this posting applies to candidates hired in the United States. Candidates hired outside the United States will be eligible for compensation and benefits in accordance with their local market.

KKNA and all of its employees have an obligation to act in accordance with the law and with integrity in all our operations and interactions

It is the policy of Kyowa Kirin North America, Inc. to provide equal employment opportunity to all qualified persons without regard to race, religion, creed, color, pregnancy, sex, age, national origin, disability, genetic trait or predisposition, veteran status, marital status, sexual orientation or affection preference or citizenship status or any other category protected by law.

When you apply to a job on this site, the personal data contained in your application will be collected and stored by Kyowa Kirin, Inc. (“Controller”), which is located at 135 Route 202/206, Suite 6, Bedminster, NJ 07921 USA and can be contacted by emailing [email protected]. Controller’s data protection officer can be contacted at [email protected]. Your personal data will be processed for the purposes of managing Controller’s recruitment related activities, which include setting up and conducting interviews and tests for applicants, evaluating and assessing the results thereto, and as is otherwise needed in the recruitment and hiring processes. Such processing is legally permissible under Art. 6(1)(f) of General Data Protection Regulation (EU) 2016/679 (“GDPR”) as necessary for the purposes of the legitimate interests pursued by the Controller, which are the solicitation, evaluation, and selection of applicants for employment. 

Your personal data will be shared with Greenhouse Software, Inc., a cloud services provider located in the United States of America and engaged by Controller to help manage its recruitment and hiring process on Controller’s behalf. Accordingly, if you are located outside of the United States, your personal data will be transferred to the United States once you submit it through this site. The transfer will be made using appropriate additional safeguards under the standard contractual clauses approved by regulators for transfers of personal data outside the European Union.

Your personal data will be retained by Controller as long as Controller determines it is necessary to evaluate your application for employment.  Under the GDPR, if you are located in the European Union, you have the right to request access to your personal data, to request that your personal data be rectified or erased, and to request that processing of your personal data be restricted. You also have the right to data portability, and to lodge a complaint with an EU supervisory authority. If you have any questions about our use of your data, you may contact us by email at [email protected].

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