IT Senior Manager for CRM Platforms

hace 3 meses

Barcelona, España Galderma A tiempo completo

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story.

We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee.At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact. Further supporting our growth and innovation momentum, we are establishing a new Global Capability Center in Barcelona to deploy new capabilities to effectively support its global commercial and functional teams. Located in the upscale Eixample District in the heart of Barcelona, Galderma’s Global Capability Center offers numerous possibilities for professional development such as exposure to global and cross-functional projects and access to global career opportunities.

Job Title: IT Senior Manager for CRM Platforms

Location: Barcelona

Job Description

We are looking for an IT Product Manager for CRM and Customer Service Technology (Veeva & Salesforce). This person will be responsible for the end-to-end product management of our CRM systems and customer service technologies, ensuring alignment with business goals and overseeing the successful implementation of governance practices, including DevOps, release processes, user adoption and training, and service & support team management. This role requires a deep understanding of CRM and customer service systems, product management best practices, business analysis, and experience in managing IT architecture and outsourced support teams within a regulated environment.

Key Responsibilities

Product Management:
- Define the product vision, strategy, and roadmap for the CRM system and customer service technologies, aligning with the company's goals and objectives.- Work closely with business stakeholders to gather and prioritize requirements, ensuring the CRM and customer service systems meet their needs.- Defining and maintaining the solution architecture and design to enable successful project delivery and meet agreed business requirements.- Manage the product lifecycle for CRM and customer service technologies from concept to retirement, including planning, development, testing, deployment, and ongoing maintenance.

Governance- Implement and oversee governance processes for CRM and customer service technologies, ensuring compliance with industry standards and regulatory requirements.- Establish and maintain DevOps practices for the CRM and customer service products, including continuous integration/continuous deployment (CI/CD) pipelines, automated testing, and monitoring.- Define and manage the release process, ensuring smooth and timely delivery of new features and updates for both CRM and customer service platforms.

Stakeholder Alignment and Collaboration:
- Build and nurture relationships with key business stakeholders, ensuring their needs are met and their expectations are managed across CRM and customer service technology initiatives.

Architecture and Technical Leadership:
- Collaborate with the IT architecture team to ensure CRM and customer service systems align with the overall IT architecture and integrate seamlessly with other systems.

Management of Outsourced Support Team:
- Oversee the management of the outsourced support team responsible for CRM and customer service system maintenance and user support.- Ensure that the support team meets service level agreements (SLAs) and provides high-quality, timely assistance to end-users.

Skills & Qualifications- Strong background in the IT field, with significant experience in the technical environment of CRM.- Management experience is mandatory.- Very thorough and broad knowledge of proper way to deliver.- Background in ensuring close and effective collaboration with Business and key-stakeholders.- Demonstrat

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