Global CRM Operations Leader & Strategy

Amgen

Portugal

On-site

EUR 47,000 - 64,000

Full time

2 days ago

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Job summary

Amgen Capability Center Portugal in Lisbon is seeking a CRM Business Operations Manager to lead CRM support across Outside US, focusing on ELMAC, delivering timely guidance and service. You will oversee first-line support, maintain processes, and ensure high-quality operations while coordinating with CRM platform and Technology teams.

The role requires experience in CRM operations, team leadership, and the ability to drive continuous improvement in service delivery.

Qualifications

Experience leading or coordinating teams in commercial operations or CRM-related roles.
Strong understanding of CRM processes; Veeva CRM or Salesforce experience preferred.
Proven ability to manage priorities, coach colleagues, and improve processes with quality.

Responsibilities

Lead and support the CRM Business Operations Support team, prioritizing requests and ensuring consistent handling.
Oversee first-line CRM and business-process support, routing issues to CRM Platform and IT as needed.
Ensure data loads, exports, surveys, territory updates, and user/product setup follow approved procedures.
Review recurring issues, drive root-cause analysis, and push permanent process improvements.
Guide onboarding for new Business Analysts and maintain current how-to guides and training materials.
Identify opportunities to improve efficiency and promote controlled automation and AI tools.