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Manager, CRM Business Solutions

Lexington, Massachusetts
Start date
May 13, 2024

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Job Details

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Job Description

Manager, CRM Business SolutionsTakeda PharmaceuticalLexington, MA

About the role:

A dynamic and visionary individual is sought to join our organization as a highly engaged member of the Commercial Operations and Business Solutions (COBS) Organization. As a key team member in COBS, the Manager, CRM Business Solutions will play a crucial role in driving and navigating transformative initiatives while fostering a culture of continuous improvement, adaptability, and growth. The ability to effectively collaborate with stakeholders and your COBS teammates, combined with problem-solving skills, and an enterprise mindset, will be paramount to success in this role. The ability to embrace change and desire to achieve organizational objectives is critical. Passion for growth, coupled with a desire to support our business, will be instrumental in shaping our future and ensuring its continued success in a rapidly evolving marketplace.

This individual will be responsible for the development, continued support, and overall management of the Customer Relationship Management (CRM) Platforms and the associated processes for assigned business units/franchises. They will be highly business-facing, requiring the ability to build strong relationships and speak "business" and "technology" to the appropriate audiences. This person will have a proven track record of partnering with various stakeholders and external vendors while managing & prioritizing multiple projects. They will effectively partner with sales leaders in the business as well as other integrated stakeholder groups (DD&T, COBS, Compliance, Field Support Services, and others) to drive change, and ensure overall quality of CRM.

How you will contribute:
  • Manages a project team in their space of responsibility, exercising informal authority and ensuring all members are aligned.

  • Receives assignments in the form of objectives and establishes goals to meet objectives.

  • Provides guidance to subordinates, project team, and/or vendor partners to achieve goals in accordance with established policies. Work is reviewed and measured based on meeting objectives and schedules.

  • Establishes and recommends changes to policies which affect subordinate organizations.

  • Works on problems of diverse scope in which analysis of situation or data requires evaluation of identifiable factors.

  • Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions. Acts as advisor to subordinates or project teams to meet schedules and/or resolve technical problems. Develops and administers schedules, performance requirements, and potentially budgets.

  • Functions as an advisor to a unit regarding tasks, projects, and operations. Engaged in daily operations and models best practices to resolve complex problems.

  • Receives guidance from senior manager/leader.

  • Experienced professional. Develops solutions to a variety of complex problems. May refer to established precedents and policies.

  • Complete understanding and application of principles, concepts, practices, and standards. Full knowledge of industry practices.

  • Exerts some influence on the overall objectives and long-range goals of the organization. Participates in determining objectives of assignment. Plans schedules and arranges own activities in accomplishing objectives.

  • Represents organization as a prime contact on contracts or projects. Interacts with senior internal and external personnel on significant matters often requiring coordination between organizations.

  • Works independently and work is generally performed under general direction. Often leads the work of small project teams; may formally train/mentor junior staff. Contributes to the building of two-way Vendor partnerships that result in increasing operational efficiencies and better services. Supports the cultivation of strategic partnerships to bring in thought leadership while supporting the business, developing the service/technology roadmap, and generating innovative ideas.

  • Helps to build, retain, develop, and motivate team members to success. Helps to build a talent base and succession plan, implements personal development plans and training to achieve business objectives.

  • Embraces an agile mindset and spirit of innovation in the team and the way they work.

  • The role will be the primary point of contact for CRM for one or more Business Units/Sales teams, for capturing and maintaining CRM roadmaps for those groups, for presenting proactive strategically-considered solutions based on specific needs (present and anticipated), and for ensuring that solutions are developed across multiple franchises where appropriate.

  • Responsible for the overall effectiveness and efficiency of CRM in Commercial Operations for assigned business units/franchises, as well as supporting strategic cross-franchise initiatives. This role will be responsible to lead major field reporting initiatives, develop appropriate timelines, project plans, and ensure adequate communication and training is available.

  • Establishes partnerships and effective communication channels across the USBU, leveraging field force inputs, establishing field facing surveys, cultivating communications with key stakeholders, and industry experts.

  • Be responsible for the strategic planning/roadmaps for CRM for assigned Business Units and franchises. This can include major initiatives such as the overall integration of legacy system users on the iEngage Veeva CRM instance, development of a Communications Strategy and related processes to support CRM change across the organization, and defining and capturing Key Performance Indicators to track and drive CRM adoption and excellence.

  • Works closely with DD&T, Master Data, Compliance, Field Operations, Training, and other teams to ensure that enhancements and normal business activities operate efficiently and effectively for end users across sales, brand teams, managed markets, patient services, and other parts of the field-facing organization.

  • Has an unrelenting attention and focus to detail, ensuring accuracy and reducing errors where possible with underlying data especially during user acceptance testing.

  • Effectively partner with key stakeholders to capture, and transform complex requirements into value add system and process enhancements and capabilities.

  • Quickly understand the commercial data flow, data structure through the various commercial systems & warehouses which enables the individual to partner with DD&T, COBS and SFEs to convert a business requirement into a technical requirement through business rules for the vendors and IT business partners.

  • Collaborates with DD&T, Field Support and vendors to ensure timely responses to business/field queries about the definitions of attributes and the underlying data managed in CRM for the assigned business unit/franchise.

  • Able to prioritize and manage the competing priorities for multiple sales teams and communicate effectively with team and other key stakeholders on these initiatives.

Minimum Requirements/Qualifications:
  • Minimum BS/BA degree with MS/MBS/MBA preferred.

  • Minimum of 5 years experience in pharmaceutical, immunology, biologic/biotech, or medical device industries.

  • Proven track record of leading and driving business process transformation and organizational culture change as well as delivering on programs with complex business deliverables.

  • Ability to set priorities for themselves and their direct or matrixed team, deliver on deadlines and develop workflow processes and tasks in an evolving, dynamic marketplace. 

  • Strong analytical skills and can support budget management activities.

  • Strong interpersonal, communication, and skills necessary to lead through change and influence without authority.

  • Ability to demonstrate strategic and critical thinking, as well as problem solving skills

  • Strong organizational, planning and project management skills–ability to set priorities, meet deadlines and develop workflow processes and tasks for their responsibilities

  • Track record of successful leadership, management, and development of projects or small teams.

  • Health care business acumen with a comprehensive understanding of the pharmaceutical industry desired.

Technical/Functional (Line) Expertise(Breadth and depth of knowledge, application and complexity of technical knowledge)

  • Be a Subject Matter Expert for issues and questions with respect to Veeva CRM and related technologies, and will be expected to develop deep knowledge and expertise of the tools in order to answer questions, provide support, and ensure quality and adoption of CRM tools.

  • Veeva Certification preferred but not required.

Leadership(Vision, strategy and business alignment, people management, communication, influencing others, managing change)

  • Demonstrated ability to work independently or lead small teams within function or cross-functionally.

  • Ability to present complex information clearly and with confidence with coaching/direction.

  • Strong communicator, able to convey both ideas and data, verbally and in writing, to both technical and non-technical audiences. Tailors communications for audience.

  • Proven skills as an effective team player who can engender credibility and confidence within the team and with their stakeholders.

  • Embraces and demonstrates a diversity and inclusion mindset and role models these behaviors for the organization.

Decision-making and Autonomy(The capacity and authority to make organizational decisions, autonomy in decision-making, complexity of decisions, impact of decisions, problem-solving)

  • Demonstrates curiosity and solutions-oriented thinking. Seeks to understand the business to better deliver solutions.

  • Supports a culture of performance, accountability, simplicity, empowerment, external orientation and curiosity.

  • Effectively navigates the changing external and internal environment.

  • Effectively negotiates and collaborates with business partners and demonstrates the ability to resolve conflict in a constructive manner.

  • Ability to build strong partnerships with stakeholders.

Interaction(The span and nature of one’s engagement with others when performing one’s job, internal and external relationships)

  • Demonstrates curiosity and solutions-oriented thinking. Seeks to understand the business to better deliver solutions. Asks insightful questions to further own and team’s understanding.

  • Supports a culture of performance, accountability, simplicity, empowerment, external orientation and curiosity.

  • Navigates the changing external and internal environment.

  • Collaborates with business partners and is starting to demonstrate the ability to resolve conflict in a constructive manner.

  • Ability to build partnerships with team members.

Innovation(The required level of scientific knowledge, knowledge sharing, innovation and risk taking)

  • Comfortable challenging the status quo and bringing forward innovative solutions.

  • Ability to suggest or take controlled risks implementing innovative solutions.

  • Ability to identify areas for process and systems innovation and suggest or implement change that will enhance the overall effectiveness of the team or service.

Complexity(Products managed, mix of businesses, internal and/or external business environment, cultural considerations)

  • Ability to work in a global and highly matrixed ecosystem (internal and external) with a high degree of complexity.

  • Ability to navigate ambiguity with coaching/direction.

More about us:

At Takeda, we are transforming patient care through the development of novel specialty pharmaceuticals and best in class patient support programs. Takeda is a patient-focused company that will inspire and empower you to grow through life-changing work.

Certified as a Global Top Employer, Takeda offers stimulating careers, encourages innovation, and strives for excellence in everything we do. We foster an inclusive, collaborative workplace, in which our teams are united by an unwavering commitment to deliver Better Health and a Brighter Future to people around the world.

This position is currently classified as "hybrid" in accordance with Takeda's Hybrid and Remote Work policy.

Takeda Compensation and Benefits Summary

We understand compensation is an important factor as you consider the next step in your career. We are committed to equitable pay for all employees, and we strive to be more transparent with our pay practices.

For Location:

Lexington, MA

U.S. Base Salary Range:

$108,500.00 - $170,500.00

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 attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.The actual base salary offered will be in accordance with state or local minimum wage requirements for the job location.

U.S. based employees may be eligible for short-term and/or long-termincentives. U.S.based employees may be eligible to participate in medical, dental, vision insurance, a 401(k) plan and company match, short-term and long-term disability coverage, basic life insurance, a tuition reimbursement program, paid volunteer time off, company holidays, and well-being benefits, among others. U.S.based employees are also eligible to receive, per calendar year, up to 80 hours of sick time, and new hires are eligible to accrue up to 120 hours of paid vacation.

EEO Statement

Takeda is proud in its commitment to creating a diverse workforce and providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, parental status, national origin, age, disability, citizenship status, genetic information or characteristics, marital status, status as a Vietnam era veteran, special disabled veteran, or other protected veteran in accordance with applicable federal, state and local laws, and any other characteristic protected by law.


Lexington, MA

Worker Type


Worker Sub-Type


Time Type

Full time


Takeda is a global, values-based, R&D-driven biopharmaceutical leader headquartered in Japan, committed to discover and deliver life-transforming treatments, guided by our commitment to patients, our people and the planet. Takeda focuses its R&D efforts on four therapeutic areas: Oncology, Rare Genetics and Hematology, Neuroscience, and Gastroenterology (GI). We also make targeted R&D investments in Plasma-Derived Therapies and Vaccines. We are focusing on developing highly innovative medicines that contribute to making a difference in people’s lives by advancing the frontier of new treatment options and leveraging our enhanced collaborative R&D engine and capabilities to create a robust, modality-diverse pipeline. Our employees are committed to improving quality of life for patients and to working with our partners in health care in approximately 80 countries and regions.

For more information, visit

Stock Symbol: TAK

Company info
650 East Kendall Street

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