Astellas Pharma CRM Operations Manager in Northbrook, Illinois

Developing innovative therapies is one of the most challenging, most essential and personally rewarding fields in science. This is the most exciting time to be a part of Astellas, a company with a uniquely collaborative and patient-focused culture.

There's something special about working at Astellas. It's reflected in our focus on the people we serve, the way we treat each other and the results we achieve together as a company.

Astellas is announcing a CRM Operations Manager opportunity in Northbrook, IL.

Purpose & Scope:

This position is responsible for enhancing and supporting Astellas business applications (i.e., FUSION / Veeva [Customer Relationship MGMT {CRM}], iREP [Sales Force Automation {SFA}], SAP, Saphire, etc.) used by Sales / Marketing to drive higher performance across the commercial organization. This role will leverage technology to organize, integrate and automate business processes to align sales / marketing messages and accurately capture field promotional activity.

The position is responsible for managing all aspects related to business applications (developing, communicating and collaborating) and working cross-functionally with stakeholders who use the SFA/CRM systems (Sales, Marketing, Commercial Ops., Marketing Sciences, Medical, Data Governance, Health Systems, Incentive Compensation, IS, Legal and Compliance).

Essential Job Responsibilities:

  1. Collaborate with Sales, Marketing, Health Systems, Commercial Ops., Legal, Compliance and other stakeholders to identify key promotional strategies, business needs and compliance requirements.

  2. Develop key performance indicators (KPIs) for CRM/SFA and communicate applicable trends and learnings to improve operational efficiencies and/or promotional effectiveness.

  3. Responsible for communicating and working with a cross-functional team on CRM/SFA release management.

  4. Partner with Commercial Learning & Development (CL&D) to create training materials.

  5. Provides input into CRM/SFA tactical business requirements and design processes.

  6. Leads business review of CRM/SFA functional requirements, solution design and test reviews developed by IS staff ensuring seamless integration with other business applications with a focus on functional effectiveness and the end-user experience.

  7. Leads process to ensure cross-functional team alignment on business rules each quarter to develop and execute the quarterly cycle operations process within the SFA system.

  8. Proactively identifies changes in the business landscape that impact applications and partners with IS in identifying solutions to achieve business and IS goals.

  9. Manage and support overarching CRM roadmap strategy.

Quantitative Dimensions:

  • Ability to meet/exceed established key milestones related to assigned major projects.

  • Quality/timeliness of insight generation and development of actionable recommendations based on feedback from key customers and cross-functional colleagues.

  • Accuracy and timeliness of quarterly cycle operations process for each sales team.

Organizational Context:

Reports to Assistant Director, CRM Operations.Serves as business lead and communication conduit to IS teams related to business requirements for IS solutions. This position requires close collaboration with management and staff in Marketing & Sales, Commercial Ops., Health Systems, Finance, IS, Legal and Compliance.



  • Bachelor's degree and 7 years of relevant experience (pharmaceutical or healthcare related).

  • 3-5 years project management experience.

  • Excellent organizational, planning, analytical and multidisciplinary project management skills with an attention to detail and a demonstrated ability to lead parallel, cross-functional projects.

  • Anticipates issues and recognizes needs; proficient at solving problems and developing practical, meaningful resolutions.

  • Ability to manage multiple work-streams, collaborate with cross-functional teams and provide actionable and effective feedback to management and business partners.

  • Working knowledge of and SAP.

  • Possess strong interpersonal skills with the ability to effectively interact with all levels of employees including senior management.

  • Extensive computer proficiency with desktop software in a Windows environment including Microsoft Word, Microsoft Excel and Microsoft PowerPoint.

  • Excellent oral and written communication skills. Ability to effectively communicate legal and compliance issues verbally and in writing in a clear and understandable manner. Must be able to translate between technical and business management to effectively achieve results.

  • Ability to work independently in a dynamic, fast-paced environment with minimal supervision.

  • Demonstrated ability in taking initiative to proactively evaluate existing sales and marketing strategies and recommend changes, when appropriate.


  • Working knowledge of Microsoft Project and Visio, and industry data sources, e.g., Symphony Health Solutions, IMS Health, American Medical Association, MedPro Systems, etc.

  • Working knowledge of CRM and proven experience with driving system and business process changes to enhance the overall customer experience.


Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Category Sales Operations