CRM Manager

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.
 

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.
 

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.
Job Description
 

Job Title: CRM Manager

Location: Madrid - España
Department: Commercial Operations

Job Summary

Gilead is seeking a CRM Manager to lead the strategy, governance, and continuous improvement of its Customer Relationship Management platform. This role is critical in enabling a data-driven, customer-centric commercial model across sales, medical, and marketing teams.

The CRM Manager will be responsible for the current Salesforce-based CRM ecosystem and will play a key role in the planned CRM platform migration scheduled for 2027, ensuring business continuity, stakeholder alignment, and successful adoption of the new solution.

Key Responsibilities

CRM Strategy & Governance

• Own the CRM roadmap aligned with Gilead’s commercial and digital strategy.

• Act as the global/regional CRM product owner, ensuring alignment between business needs and technical solutions.

• Define and maintain CRM governance, standards, and best practices across countries and functions.

• Ensure CRM compliance with pharmaceutical regulations, data privacy (GDPR), and internal policies.

Salesforce Platform Management

• Manage the current Salesforce CRM platform, including enhancements, releases, integrations, and performance monitoring.

• Translate business requirements into functional specifications and user stories.

• Coordinate with internal teams and Salesforce partners to deliver high-quality solutions.

• Ensure CRM reliability, scalability, and optimal user experience.

CRM Migration Program (2027)

• Lead or actively contribute to the CRM migration program planned for 2027.

• Work closely with global to prepare the organization for the migration.

• Manage change impact, data migration strategy, testing, and cutover planning.

• Ensure minimal disruption to commercial operations during the transition.

• Drive adoption of the new CRM platform post-migration.

Stakeholder Management

• Act as the main CRM point of contact for Sales, Marketing, and Analytics teams.

• Facilitate workshops and feedback sessions to continuously improve CRM usage and value.

• Communicate roadmap, enhancements, and changes clearly to all stakeholders.

User Adoption & Continuous Improvement

• Train new users in the platform.

• Define and monitor CRM KPIs (adoption, data quality, user satisfaction).

• Drive user engagement through training, documentation, and change management initiatives.

• Identify opportunities to improve omnichannel engagement and customer insights via CRM.

Required Qualifications

• Bachelor’s degree in business, Information Systems, Life Sciences, or a related field.

• 5+ years of experience managing CRM platforms, preferably in the pharmaceutical or healthcare industry.

• Strong hands-on experience with Salesforce CRM (Sales Cloud; Service or Marketing Cloud is a plus).

• Proven experience working on large-scale CRM transformations or migrations.

• Solid understanding of commercial operations in pharma (sales force effectiveness, customer engagement, compliance).

• Strong analytical, problem-solving, and project management skills.

• Ability to work in a complex, matrixed, international environment.

• Fluent in English.

Preferred Qualifications

• Salesforce certifications (Administrator, Advanced Administrator, or Consultant).

• Experience with CRM alternatives (e.g., Veeva CRM, Microsoft Dynamics, or other enterprise platforms).

• Experience working with Agile/Scrum methodologies.

• Strong change management and communication skills.

Key Competencies

• Strategic thinking with strong execution capability

• Stakeholder management and influencing skills

• Customer-centric mindset

• High attention to data quality and compliance

• Comfort navigating ambiguity and transformation programs

It is the policy of Gilead Sciences, Inc. and its subsidiaries and affiliates (collectively "Gilead" or the "Company") to recruit select and employ the most qualified persons available for positions throughout the Company.  Except if otherwise provided by applicable law, all  employment actions relating to issues such as compensation, benefits, transfers, layoffs, returns from layoffs, company-sponsored training, education assistance, social and recreational programs are administered on a non-discriminatory basis (i.e. without regard to protected characteristics or prohibited grounds, which may include an individual’s gender, race, color, national origin, ancestry, religion, creed, physical or mental disability, marital status, sexual orientation, medical condition, veteran status, and age, unless such protection is prohibited by federal, state, municipal, provincial, local or other applicable laws).  Gilead also prohibits discrimination based on any other characteristics protected by applicable laws.

Please apply via the Internal Career Opportunities portal in Workday.