Salesforce Platform & Engagement Manager

AstraZeneca; Lavamünd; Vor Ort; EUR 159.000 - 201.000; Vollzeit

Zusammenfassung

AstraZeneca in Switzerland is seeking a Customer Engagement Platform & Transformation Manager to lead the local transition to a modern Salesforce-based platform. You will own the platform, translate business needs into requirements, and coordinate readiness, testing and adoption across commercial, medical and digital teams.

You will champion change management, data quality, and governance, partnering with IT, analytics and partners to deliver compliant, efficient and AI-enabled customer

Qualifikationen

• Strong expertise in customer engagement platforms within life sciences.
• Experience leading customer engagement transformations or platform migrations.
• Proven business analysis, process design and requirements gathering skills.
• Expertise in organizational change management and stakeholder engagement.

Aufgaben

• Lead customer engagement platform ownership and local platform strategy.
• Serve as the primary local expert for Salesforce-based customer engagement.
• Translate business needs into structured requirements and user stories.
• Drive platform adoption, readiness, testing and post-go-live stabilization.
• Define governance, change management and training plans to enable adoption.

Kenntnisse

Platform ownership

Change management

Stakeholder engagement

Business analysis

Requirements gathering

Adoption strategies

Data governance

Dashboard reporting

Cross-functional collaboration

Tools

Salesforce

CRM platforms

Jobbeschreibung

Make a meaningful impact

At AstraZeneca, we are transforming how we engage with healthcare professionals, patients and customers through data, digital innovation and new technologies. As we prepare for a major evolution of our customer engagement ecosystem, we are looking for a Customer Engagement Platform & Transformation Manager to play a pivotal role in shaping and strengthening customer engagement capabilities in Switzerland.

This is a highly visible role that combines platform ownership, business transformation, change leadership and stakeholder engagement. You will lead the local business transition to a modern customer engagement platform, ensuring it delivers meaningful value for users while enabling compliant, effective and increasingly connected customer engagement.

As the local business owner and subject-matter expert for the Salesforce customer engagement platform, you will connect business priorities, user needs and the global platform roadmap. Working closely with commercial, medical and digital teams, you will drive adoption, optimize business processes and help create a modern customer engagement experience that empowers teams to work more effectively. You will also champion innovation, leveraging AI, automation and digital capabilities where they can enhance productivity, insights and customer impact.

What you'll do

• Lead customer engagement platform ownership
• Act as the primary local business contact and subject-matter expert for the Salesforce customer engagement platform.
• Maintain an integrated view of platform capabilities, priorities, dependencies, risks and opportunities.
• Translate commercial and medical business needs into structured requirements and user stories.
• Prioritize enhancements and initiatives based on customer value, business impact, compliance and strategic fit
• Drive the customer engagement platform transition
• Lead local business readiness for the transition to the new customer engagement platform.
• Coordinate process mapping, data readiness, testing and validation activities.
• Support stakeholder engagement, communications, training and launch preparation.
• Ensure successful deployment through post-go-live stabilization, adoption monitoring and continuous improvement.
• Enhance customer engagement processes and user experience
• Define, document and continuously improve customer engagement processes and ways of working.
• Identify opportunities to simplify processes, reduce manual effort and improve data quality.
• Ensure the platform supports effective customer engagement, compliant interactions and future digital capabilities, including AI-enabled solutions.
• Partner with stakeholders to establish scalable, user-centric practices across the organization.
• Lead training, adoption and change management
• Own the local change management and capability-building strategy for the customer engagement platform.
• Assess readiness, identify capability gaps and define targeted adoption actions.
• Develop communication plans, role-based learning journeys and training materials.
• Build and support a network of business champions and super users.
• Monitor adoption and continuously strengthen user proficiency and engagement.
• Enable data-driven decision making
• Define requirements for customer engagement reporting, dashboards and operational monitoring.
• Partner with business teams to improve data completeness, consistency and quality.
• Support stakeholders in leveraging customer engagement insights to strengthen customer understanding and engagement planning.
• Coordinate resolution of data, compliance and reporting issues with relevant partners.
• Build trusted partnerships
• Collaborate closely with Commercial IT, global product teams, data and analytics functions, implementation partners and business leaders.
• Translate global releases into clear local adoption and readiness plans.
• Provide governance stakeholders with transparent updates on progress, risks, adoption and decisions.
• Foster strong relationships that support business alignment and sustainable success.

Experience and capabilities

We recognize that exceptional candidates bring diverse experiences. You are likely to offer many of the following:

• Strong expertise in customer engagement platforms within the pharmaceutical, biotechnology or life sciences industry.
• Experience leading customer engagement transformations, major platform implementations or migration programs.
• Strong business analysis, process design and requirements-gathering capabilities.
• Proven expertise in organizational change management, stakeholder engagement and adoption strategies.
• Understanding of customer engagement data quality, reporting and related business processes.
• Ability to influence across multiple functions and successfully align business and technology stakeholders.
• Relevant customer engagement platform certifications are highly desirable; broader qualifications in digital platforms, product ownership or change management would be advantageous.
• Experience working with dig