Senior Manager, CRM Medical Affairs, EU/NM

Headquarters: Poland Remote
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General Description

Ensuring the "fit for purpose" of the Medical Inquiry Management and CRM technology infrastructure, this role will serve as a valuable and trusted partner to business. It acts as a key bridge between Medical Affairs, Insights & Analytics functions, other IT teams, and external partners, ensuring that the Medical Affairs platforms are fit-for-purpose, compliant, and continuously optimized to support high-quality scientific exchange with healthcare professionals (HCPs).

Scope

• Medical Information (Inquiry) Management – Global (ex-China)
• Medical CRM – Europe and New Markets

System Analysis & Requirements Management

Partner with the various Medical Affairs teams, Insights & Analytics functions, other IT teams, and cross-functional stakeholders to gather, define, and prioritize requirements.

Translate business needs into clear functional specifications and user stories.

Drive end‑to‑end requirements lifecycle, from discovery and documentation to implementation.

Medical Inquiry System Management

Support and optimize platforms managing:

• Inquiry intake (multi‑channel: CRM, email, call center, field)
• Case processing and fulfilment workflows
• Response delivery and documentation

Ensure systems are aligned with business processes and user needs.

Contribute to roadmap planning and system enhancements.

Medical CRM Application Management

Intake/discovery of requirements from relevant stakeholders, and build business cases to support prioritization.

Manage the process of design, build, implementation, testing, deployment and training for the European/New Markets Medical user community.

Create and maintain the Medical CRM related roster, territory, and user assignments for the Medical CRM user‑community.

Contribute to roadmap planning and system enhancements.

Operational Support & Continuous Improvement

Coordinate across 1st, 2nd, and 3rd line support to ensure system reliability and user satisfaction.

Analyze system usage, performance, and inquiry trends to identify improvement opportunities.

Lead or support process optimization initiatives such as turnaround times, automation, and workflow efficiency.

Maintain training materials and support user enablement.

Stakeholder Engagement

Act as a trusted advisor to Medical Affairs, Insights & Analytics functions, other IT teams, and external vendors.

Facilitate workshops, requirement sessions, and solution design discussions.

Communicate effectively across technical and non‑technical audiences and build strong partnerships to ensure alignment and delivery.

Compliance & Quality

Ensure adherence to GxP validation processes, data privacy regulations (e.g., personal data in inquiries), and medical and regulatory standards.

Support validation documentation and system audits to ensure systems enable accurate and compliant medical responses.

Cross‑functional Collaboration

Collaborate across technology, data science, and business teams to deliver scalable solutions.

Translate requirements into reusable technical components and platform capabilities, avoiding one‑off builds.

Provide input into roadmaps and platform evolution based on hands‑on experience and delivery learnings.

Experience Required

• Bachelor's Degree
• Medical Affairs – Medical Inquiry Management
• Medical Affairs – Scientific Engagement Management
• GxP System Validation processes
• SFDC Service Cloud

Qualifications

• Business Acumen & Leadership: Strong collaboration skills with stakeholders and cross‑functional teams.
• Experience working on Medical Affairs initiatives that drive measurable business impact.
• Excellent communication and storytelling skills.
• Domain Expertise: 7+ years experience in the pharmaceutical or healthcare industry, exposure to commercial, medical, or patient data ecosystems.

Travel

Estimated 10%, primarily for key planning sessions, workshops, or major launch initiatives.