About This Role
Leading CRM strategy, driving adoption, and maintaining high data quality are the core responsibilities of this CRM Manager role. The position ensures that Sales, Marketing, Market Access, and Medical Affairs teams can make sharper decisions and engage customers more effectively, ultimately strengthening commercial effectiveness and supporting people living with serious chronic diseases.
Responsibilities
- Lead the implementation, integration, and continuous improvement of CRM systems, ensuring data quality, compliance, and user adoption across functions
- Track CRM-related KPIs and build reports and data-driven insights that support commercial excellence and frontline performance
- Design and deliver CRM training, and keep engagement high through ongoing user support and process improvements
- Partner with Sales, Marketing, Market Access, Medical, and external vendors to optimise CRM functionality and ensure seamless cross-platform integration
- Identify and implement automation, workflow improvements, and new CRM initiatives that increase efficiency, enhance customer engagement, and support business growth
Requirements
- A bachelor’s or master’s degree in Business, IT, Data Science, Finance, or a related field
- 7+ years of experience in the pharmaceutical industry, specialising in CRM systems, sales force effectiveness, and digital transformation
- Hands-on experience leading CRM rollouts, training programmes, and adoption strategies that improve commercial effectiveness
- Expertise in Salesforce, Veeva, or a similar CRM platform, and the ability to align system functionality with business needs
- Strong skills in data management, reporting, and process optimisation, with the ability to turn insights into business decisions
- Strong collaboration and leadership skills, with experience engaging cross-functional stakeholders and leading digital change
- Knowledge of market segmentation and its application to customer engagement strategies
Nice to have:
- Experience working with external CRM vendors and integrating CRM with other platforms
- Experience introducing automation or workflow improvements in a commercial setting
Important Details
- Application deadline: 2 November 2026
Application Process
- Apply for the CRM Manager role
About the Company
Novo Malaysia is part of International Operations and its Customer Engagement team works to deliver commercial sales excellence and strong customer experiences. The company is upskilling its entire workforce in AI and technology.
