CRM Manager

Department: Customer Engagement

Location: Kuala Lumpur - Malaysia

Your impact begins here

As CRM Manager, you will own the CRM systems that our Sales, Marketing, Market Access and Medical Affairs teams in Malaysia rely on every day. You will lead CRM strategy, drive adoption and keep data quality high, so teams can make sharper decisions and engage customers more effectively. Your work will strengthen commercial effectiveness across the business and help colleagues focus their time where it counts: supporting people living with serious chronic diseases.

What you’ll bring

• A bachelor’s or master’s degree in Business, IT, Data Science, Finance or a related field.

• 7+ years of experience in the pharmaceutical industry, specialising in CRM systems, sales force effectiveness and digital transformation.

• Hands-on experience leading CRM rollouts, training programmes and adoption strategies that improve commercial effectiveness.

• Expertise in Salesforce, Veeva or a similar CRM platform, and the ability to align system functionality with business needs.

• Strong skills in data management, reporting and process optimisation, with the ability to turn insights into business decisions.

• Strong collaboration and leadership skills, with experience engaging cross-functional stakeholders and leading digital change.

• Knowledge of market segmentation and its application to customer engagement strategies.

Useful, but not essential:

• Experience working with external CRM vendors and integrating CRM with other platforms.

• Experience introducing automation or workflow improvements in a commercial setting.

What you’ll do

You will be the functional owner of CRM in Malaysia. You will make sure the system works for the people who use it, the data behind it can be trusted and the insights it produces help teams perform better.

• Lead the implementation, integration and continuous improvement of CRM systems, ensuring data quality, compliance and user adoption across functions.

• Track CRM-related KPIs and build reports and data-driven insights that support commercial excellence and frontline performance.

• Design and deliver CRM training, and keep engagement high through ongoing user support and process improvements.

• Partner with Sales, Marketing, Market Access, Medical and external vendors to optimise CRM functionality and ensure seamless cross-platform integration.

• Identify and implement automation, workflow improvements and new CRM initiatives that increase efficiency, enhance customer engagement and support business growth.

Who you’ll work with

You will join the Customer Engagement team at Novo Malaysia, part of International Operations, and report to the Head of Customer Engagement. Based in Kuala Lumpur, the team works at pace to deliver commercial sales excellence and strong customer experiences.

Your closest partners will be the Sales, Marketing, Market Access and Medical Affairs teams, who depend on CRM to plan, engage and make decisions. You will also work with external vendors to shape and integrate the platforms. By bringing these perspectives together and creating clarity on priorities, you will help teams move from data to action faster.

What you can expect here

You will take real ownership of a system that shapes how several functions work. You will be trusted to make decisions, speak up when things stall and follow through. Working across commercial and medical teams gives you a broad view of the business and the chance to build new skills through cross-functional collaboration.

You will also join a company that is upskilling its entire workforce in AI and technology, so you can grow your digital capabilities alongside your colleagues. You will be part of a collaborative team where every contribution is valued and can make a difference.

Your impact begins today. If you are ready to turn CRM into a driver of commercial progress in Malaysia, apply for the CRM Manager role by 2 November 2026.

We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.