CXF Manager

Takeda • Toronto, ON

71d • CA$127,000 - CA$173,800 • Onsite

About The Position

As the CXF Manager, you will be responsible for enabling the successful deployment, adoption, and optimization of CRM and related customer engagement platforms within the LOC. You will lead the local transition to the Customer Experience of the Future (CXF) platform, ensuring a stable, compliant, and well-supported CRM environment while planning and executing the end-to-end migration to CXF. The role is accountable for driving adoption of new capabilities and ensuring they deliver value for Medical and Commercial teams. You will work closely with Commercial, Medical, Marketing & Commercial Excellence (MCE), Enterprise DD&T, and global DD&T teams, the CRM/CXF Enablement Lead provides the platform, configuration, data, integration, and compliance foundations that customer engagement capabilities depend upon. You will partner up with the CRM Manager within Commercial & Marketing Operations, and serve as a key business-facing DD&T partner, helping local teams maximize value from customer engagement technologies while supporting the evolution of future platform capabilities.

Requirements

• University degree required in a relevant field such as information technology, computer science, business, life sciences, or a related discipline.
• 5-7 years of relevant CRM/technology experience in pharmaceutical/life sciences, in roles such as CRM Product Owner, CRM/Technology Manager, Project Manager, Analyst, or Business Partner.
• Strong growth mindset, with openness to feedback, continuous learning, and adapting quickly in a changing business and technology environment.
• Experience leading platform migrations or major CRM releases, ideally including next-generation customer engagement platforms is critical.
• Strong hands-on expertise with CRM and related platforms — Veeva CRM, Salesforce, Veeva Vault, Align, PromoMats.
• Effective stakeholder and change management skills in a complex, global, multi-stakeholder organization.
• Demonstrated business analysis and project management skills, including translating business needs into technology requirements.
• Knowledge of data privacy, consent management, and compliance requirements in a regulated environment.
• Data-driven and quality-focused — uses data to make decisions and takes pride in trustworthy, well-governed CRM data.
• Bridges technology and business — communicates complex platform and data topics clearly to technical and non-technical audiences.
• Takes initiative and works independently; demonstrates curiosity and a growth mindset.
• Collaborative and influential across functions and geographies; builds trust and drives adoption without authority.
• Strong digital fluency and security awareness — leverages digital collaboration tools and protects sensitive information.

Nice To Haves

• Working knowledge of Sales Force Effectiveness (SFE) processes e.g. targeting, interaction planning an advantage.

Responsibilities

• Lead the end-to-end technical migration to Customer Experience of the Future (CXF) in Canada, including planning, configuration, validation, cutover, and local change management.
• Drive deployment, readiness, adoption, and value realization of new CXF capabilities for Medical and Commercial teams.
• Lead migration of Medispend and related customer engagement capabilities to CXF in close coordination with the Tech & AI Partner, Medical Excellence, Data Excellence and Digital CX to ensure aligned delivery, integration, and continuity of customer-journey capabilities.
• Coordinate local user enablement and adoption activities so new platform capabilities are embedded effectively in Canada.
• Ensure CRM and CXF interoperate effectively with adjacent customer experience, content, and analytics platforms.
• Serve as the DD&T owner for CRM and related customer engagement platforms.
• Manage platform configuration, releases, integrations, access management, and operational support.
• Enable customer engagement capabilities including audience management, lead generation, and campaign execution.
• Ensure interoperability across customer engagement, content, and analytics platforms.
• Monitor platform health, utilization, and effectiveness.
• Coordinate with IBU, DD&T, Commercial and Marketing Operations, and cross-functional teams to plan, implement, and communicate new modules, capabilities, and platform releases.
• Partner with business teams to improve platform utilization, data quality, and local process adherence, and gather user feedback to identify improvement opportunities.
• Gather user feedback and identify improvement opportunities.
• Own CRM and CXF configuration aligned to Canada business needs and evolving platform requirements.
• Oversee and evolve user access management and related controls to support secure and efficient platform use.
• Lead execution and maintenance of data privacy processes, including consent management and privacy notices in partnership with cross-functional teams.
• Ensure compliance with Takeda policies, global governance, and security standards.
• Support deployment and adoption of AgentForce and AI-enabled CRM capabilities.
• Identify opportunities to improve customer engagement and operational efficiency through automation and emerging technologies.
• Support the evolution of future customer engagement platform capabilities in line with Canada LOC priorities.

Benefits

• short-term and/or long-term incentives
• subsidies for fitness and internet
• medical, dental, and vision insurance
• basic life and accidental death and dismemberment (AD&D) insurance
• participation in the Registered Retirement Savings Plan (RRSP); company match into a Deferred Profit-Sharing Plan (DPSP) (if eligible)
• short-term and long-term disability coverage
• annual vacation entitlement; additional paid time off and company holidays
• a tuition reimbursement program
• a variety of well-being benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Manager