CRM Operations Manager — Global Support & Process Excellence

Amgen SA; Lisboa; On-site; EUR 60,000 - 90,000; Full time

Job summary

AMGEN Capability Center Portugal, located in Lisbon, seeks a CRM Business Operations Manager to lead CRM support for Outside US regions and ELMC activities, ensuring timely guidance and service while collaborating with affiliates, CRM platforms, and IT teams.

The role oversees first-line CRM support, defines priorities, improves processes, and guides onboarding for Business Analysts, driving efficiency with automation and AI-enabled tools, and ensuring communication during CRM issues.

Qualifications

• Experience leading or coordinating teams in commercial operations, Field Excellence, Sales Operations, CRM operations, or business systems support.
• Strong understanding of CRM processes and best practices.
• Ability to coach colleagues and manage multiple stakeholders across regions.

Responsibilities

• Lead and support the CRM Business Operations Support team, setting priorities and ensuring consistent, well-documented requests.
• Oversee first-line CRM and business-process support, routing to IT/CRM platform as needed.
• Ensure service quality with data loads, exports, surveys, territory updates, and user/setup support.
• Review recurring issues, drive root-cause analysis, and coordinate permanent fixes and communications.
• Lead onboarding for new Business Analysts and maintain updated guidance and training materials.
• Identify opportunities to improve efficiency, self-service, and user experience with automation.
• Represent the function in projects and maintain strong relationships with stakeholders and regional teams.

Skills

Team leadership

CRM operations

Stakeholder management

Process improvement

Tools

Veeva CRM

Salesforce

Job description

AMGEN Capability Center Portugal, located in Lisbon, seeks a CRM Business Operations Manager to lead CRM support for Outside US regions and ELMC activities, ensuring timely guidance and service while collaborating with affiliates, CRM platforms, and IT teams.

The role oversees first-line CRM support, defines priorities, improves processes, and guides onboarding for Business Analysts, driving efficiency with automation and AI-enabled tools, and ensuring communication during CRM issues.