World Operations CRM Transformation Project Manager

Servier; Suresnes; On-site; EUR 90,000 - 125,000; Full time

Job summary

Servier seeks a World Operations CRM Transformation Project Manager to lead the global migration to a new CRM solution, harmonize processes across affiliates, and safeguard business continuity.

The role bridges HQ and local teams, driving change management, vendor evaluation, and cross-functional collaboration to deliver a scalable, data-driven CRM ecosystem.

Qualifications

• University degree or equivalent.
• Fluent in oral and written English.
• Excellent project management, communication and presentations skills.
• Ability to influence senior stakeholders across departments.
• Strong functional leadership in a matrix organization.
• Strategic and innovative thinking to align CRM roadmap.

Responsibilities

• Lead migration toward new CRM system across affiliates, promoting harmonization.
• Coordinate cross-functional workstreams and manage milestones.
• Develop change management strategies and training programs.
• Evaluate potential CRM providers and collaborate with external integrators.
• Align business requirements with technical feasibility across HQ and affiliates.

Skills

Fluent English

PM & project mgmt

Stakeholder influence

Leadership in matrix

Strategic thinking

Global/affiliate mindset

Analytical & problem-solving

Digital Transformation

Education

University degree

Job description

World Operations CRM Transformation Project Manager

The World Operations Excellence department has 3 key pillars, ‘Data & BI’, ‘Digital & Solutions’ and ‘Excellence Transformation’. Dedicated to driving excellence throughout World Operations by prioritizing access to data and digital technologies, globalizing successful local initiatives, and supporting the development of local capabilities to improve effectiveness and efficiency.

The ‘Digital & Solutions’ team represent World Operations in the development of our company omnichannel strategy and of relevant group IT solutions. This team collaborates with global and local stakeholders to leverage digital technologies in support of our strategy, optimizing deployment and ensuring local adoption.

The World Operations CRM Transformation Project Manager will be a strategic role responsible for representing World Operations in the transformation and migration of the Group’s CRM system. The primary objective is to transition from the current infrastructure to a new, yet-to-be-defined global solution while ensuring business continuity and process harmonization across all affiliates. This leader will act as the bridge between different departments at HQ and affiliates to deliver an ecosystem that enhances HCP engagement and operational efficiency.

Responsabilities:

Leadership & Management

• Management of the migration toward new CRM system (not defined yet) across all the affiliates of the group, promoting harmonization, in collaboration with GTPO (Group Transformation & Programs Office), GPS (Global Product Strategy), GMPA (Global Medical & Patient Affairs), US, R&D and DDSI (Digital, Data, and Information Systems) teams.
• Lead on behalf of World Operations, the end-to-end CRM transformation and migration project, from the initial scoping and vendor selection phase to global deployment and hyper-care.
• Develop and oversee the World Operations change management strategy, including communication plans and training programs to ensure high user adoption in all affiliates.
• Contribute to the functional evaluation of potential CRM providers and collaborate with external integrators during the implementation/deployment phases.
• Act as the primary point of contact between GTPO, GPS, GMPA, and DDSI to align business requirements with technical feasibility.
• Coordinate cross-functional workstreams without direct hierarchical authority, ensuring milestones are met on time and within budget.
• Contribute to (among other) LPR (lean portfolio review), Omnichannel cross functional team, steering/working committees of transverse IT solutions impacting affiliates, ensuring coherence of our ecosystem.

Systems and Data

• Ensure coherence of CRM evolution within the global ecosystem, supporting the strategic and compliance requirements of all departments (including legal, regulatory, compliance, data protection).
• Evaluate how emerging AI and digital know-how can be integrated into the new CRM architecture to enhance data-driven decision-making and field force efficiency.

Results and Improvment

• Conduct a comprehensive audit of current CRM modules across all affiliates to map existing functionalities, usage patterns, and local specificities.
• Perform a detailed gap analysis to identify missing functionalities and critical business needs that the current system fails to address.
• Ensure that the scoping and selection process systematically incorporates the latest digital trends and AI capabilities (e.g., predictive analytics, automated content tagging, or AI-driven next-best-action) to future-proof the new solution.
• Define and implement standardized core business processes across all affiliates to ensure a unified "Servier Way" of managing customer relationships.

General

• Promote World Operations Excellence to stakeholders within subsidiaries and across global departments.
• Assist with any ad hoc projects as deemed by Head or World Operations Excellence Director.

Qualifications & Experiences Required

Knowledge/ Academic Qualification:

• University degree or equivalent.

Skills:

• Fluent in oral and written English.
• Excellent project management, communication and presentations skills.
• Ability to influence senior stakeholders across different departments (GPS, GMPA, DDSI).
• Strong functional leadership skills to drive results in a matrix organization.
• Strategic & Innovation thinking to align the CRM roadmap with the Group’s long-term goals.
• Ability to adopt and embrace both global and affiliate mindset.
• Strong analytical and problem-solving skills.
• Digital Transformation.

Experience:

• 10+ years in Pharma or medical device industry.
• Strong understanding of Pharmaceutical commercial and medical processes (Sales Force Effectiveness, Marketing, Medical Affairs, Omni-Channel Marketing) and its digital ecosystems and regulation.
• Experience in Business Process Mapping and Harmonization.
• Previous experience in global CRM migration within the pharmaceutical industry would be highly valued.

Competency:

• Professional, organised approach to all aspects of job.
• Ability to network and work cross-functionally.
• Ability to work without supervision.
• Team player.