We are currently looking for an IT Service Manager Customer Centricity (Customer Relationship Management - CRM and Multi Channel Marketing - MCM) who will be based at our HQ in Zurich.
In this role, you will report directly to the Head of Business IT Applications Management and will be part of the Global IT team.
You will be responsible for the following tasks :
Vendor Management : Manage service providers / vendors and ensure service levels do meet contractual agreement and Vifor’s needs
Be accountable for Helpdesk related to CRM / MCM solutions
Changes / Demand Management : Lead the change management process and take ownership of all stages except user acceptance;
Assist system owner in prioritization, review and challenge technical design and effort estimation from vendor
Strategy : Develop and manage strategies of technical solutions for defined processes, objectives and measurements; Ensure the understanding of business needs and being able to translate those business needs into technical solutions
Coordinate projects in regards to the CRM and MCM systems
IT Integration : Ensure smooth integration of CRM / MCM solutions into the IT landscape
Best Practice : Manage and maintain regular interactions and coordination with stakeholders such as SFE, marketing, medical, market access.
Pro-actively communicate relevant opportunities, risks and issues to the line manager. Drive best practices
Data : Ensure existing data integrations are maintained and operational. Ensure data quality and identify joiner / leaver process
Perform CSV validation work following pharmaceutical standards and guidelines such as GAMP5, FDA 21 CFR Part 11
In order to be successful in this role, you will bring the following knowledge and experience :
Minimum 3 years’ experiences with Pharma CRM, Marketing and commercial processes
Good understanding of business processes within the pharmaceutical industry in relation to sales and marketing
3 years’ experience working with system support and system management or data stewardship
Knowledge of software development processes
Proven working experience regarding design, development, implementation and administration of SLA (service level agreement) and OLA (operational level agreement)
Excellent communication skills
Fluent level in English (in oral and written communication) including legal terms
The following skills would be advantageous :
Experience with platforms like Salesforce.com, Salesforce Marketing, Veeva CRM, IQVIA OCE
Salesforces.com Administrator certification
QVIA OCE Platform Administrator and / or Configuration certificate
Additional European languages
You are proactive and demonstrate a holistic approach, quickly adapting your structured and conceptual attitude. You take a balanced team oriented approach while being strict in fulfilling the needed requirements.
You are effective at communicating with colleagues on all levels, with very strong collaboration and influencing skills.
You have a positive, can do’ personality with strong assertiveness and behave as a role model for others, in line with Vifor Pharma values.