Manager, CRM and Event Management

Job Description

At Gilead Sciences Canada Inc. we take pride in being recognized as one of Greater Toronto’s Top Employer 2024. Click to find out why Gilead Sciences Canada is a top employer!

Chez Gilead Sciences Canada Inc., nous sommes fiers d’être reconnus comme l’un des meilleurs employeurs du Grand Toronto pour 2024. Cliquez ici pour en savoir plus sur les raisons de notre succès.

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference.

Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact.

We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together.

Job Description

We have and exciting opportunity in our Mississauga location within our Canadian affiliate:

Business Operations Manager Role

The Business Operations Manager will report to the Director of Analytics & Insights and be a core member of the broader Commercial Operations team.

The Business Operations Manager plays a critical role within the affiliate, supporting the evolution of the CRM ecosystem and all related commercial processes. This role partners closely with Commercial Operations and the Business Units to manage and maintain the G360 environment, including call reporting, CLM materials, Veeva Approved Email, target lists, Veeva Events Management, and customer master data. The role also serves as a key liaison with global teams, supporting the rollout of new CRM functionalities and contributing to the future implementation of Veeva Vault CRM.

Essential Duties and Job Functions:

The responsibilities include and are not limited to:

• Collaborate with business stakeholders to solve problem day to day issues within Veeva and Veeva Events Management

• Lead the creation of bi-annual target lists for all field force users – end to end including information gathering, system updates, template updates, training, consolidation and loading into Veeva. Thereafter maintenance of these lists to ensure accuracy.

• Ongoing data management and hygiene, creation of new users, new territory alignments, promotional tools, key messages and objections

• Training of new users

• Weekly “Office Hours” with the field team to efficiently problem solve

• Maintenance of the local ticketing system – ensuring all issues are timeously solved

• Stay updated with the latest CRM features, best practices, and industry trends to ensure the team is leveraging the most effective tools and techniques

• Business Process Owner for Veeva Vault Promomats

• Act as the local business lead for Veeva Events Management (VEM), including event configuration, user support, compliance oversight, and coordination with global teams for enhancements and issue resolution.

• Work closely with Global Data & IT teams

To ensure data integrity and accuracy

Support new data ingestion and improvements necessary to meet end user needs

Participate in data/code reviews and provide constructive feedback to maintain high-quality standards

• Support data ingestion where necessary while working to minimize human interaction through Tableau Prep, AI or other innovative solutions.

• Maintenance of any related processes in terms of integration of IQVIA datasets into our local CRM ecosystem

• Management of our clinical database reporting – consolidate and build reports where possible and work closely with internal stakeholders to ultimately automate this process as much as possible

• Partner with Commercial, Marketing, and Digital teams to support the design and delivery of omnichannel campaigns using CRM data and segmentation logic.

• Customer support POC for customer access/technical requests emanating from our customer portal

• Support local pilots of AI-enabled tools and automation initiatives that enhance CRM efficiency, data quality, or field force effectiveness.

Knowledge, Experience and Skills:

• An undergraduate or graduate degree in a relevant quantitative discipline (computer science, statistics, mathematics, engineering etc.);

• 4+ years applied experience in business intelligence

• A self-starter with high motivation, proactive problem-solving skills and thrives in complex and ambiguous situations

• Broad and proven experience in Salesforce/Veeva development. Especially in supporting Commercial teams in metric measurement and designs that support deep analysis.

• A Veeva/Salesforce certification is an advantage

• Project Management & Presentation: PowerPoint

• Proficiency with data visualization and data storytelling

• Experience in Tableau Prep, Snowflake and Starburst beneficial

• Experience with IQVIA related datasets is an advantage

• CRM Ecosystem Management: Demonstrated experience managing end-to-end CRM ecosystems, including user administration, territory alignments, call reporting, Veeva Events Management, and Approved Email.

• Experience training and supporting field teams and internal stakeholders on CRM tools and digital platforms.

• Strong interpersonal and communication skills with a proven ability to collaborate across Commercial, Marketing, IT, and Global teams.

• Familiarity with AI-driven tools and automation concepts, with a willingness to pilot and scale innovative solutions.

• Understanding of compliance requirements in pharmaceutical commercial operations, including experience with Veeva Vault PromoMats and content approval workflows

• Ability to manage complex projects independently, from planning through execution, with strong organisational and time management skills.

For Current Gilead Employees and Contractors:

Please apply via the Internal Career Opportunities portal in Workday.

The salary range for this position is CAD $102,595 - $132,770 annually. In addition, this role is eligible for a discretionary target annual bonus. Gilead determines base compensation by considering factors such as experience, qualifications, and geographic location. As a result, actual compensation may vary.

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