We make it GmbH is a nationally active company in Switzerland with a high level of expertise in the field of personnel services thanks to many years of successful experience. Recruitment activities are focused on the core areas of industry, technology, office/administration, engineering, pharmaceuticals and IT. We make it GmbH places the highest demands on quality, ethics and discretion.
For our client, the company F. Hoffmann La Roche, we are looking continuously for a
Capability Manager (m/f/d) within Personal Engagement business team
Background
The Capability Manager is responsible for driving the global governance, evolution, and business readiness of the enterprise CRM capabilities within the pharma ecosystem. This role ensures end-to-end consistency, compliance, and business value across GPS, PDMA, PI, regions, and affiliates by orchestrating omnichannel capabilities such as segmentation frameworks, rating processes, consent management, customer master data dependencies, and insights workflows.
The Perfect Candidate (m/f/d) is an experienced professional with a strong background in designing, optimising, and governing business processes within large-scale enterprise systems, particularly CRM (Salesforce, Veeva, IQVIA OCE-P) or other commercial technology ecosystems. They possess hands-on experience in Commercial Excellence, Omnichannel engagement, and Customer experience processes, translating business needs into scalable CRM capabilities. Experience in global governance or complex matrix organizations is essential, bridging strategic requirements across Global, Regions, and Affiliates while ensuring operational feasibility. The candidate must expertly navigate cross-functional dependencies (MDM, CIAM, Consent Management, Rating methodologies, Insights workflows, Case Management, Marketing Automation) to orchestrate a cohesive end-to-end customer engagement model. They must be a strong collaborator, acting as a connector between business and technology, adept at simplifying complexity, ensuring business continuity and driving harmonised global processes that support local needs. Structured, value-oriented, and proactive, this person needs experience in change management, user adoption, and process standardisation, with a focus on long-term ecosystem consistency and delivering meaningful business impact.
Work hours
Standard 40h / Week
Aufgaben
Define and govern harmonised CRM business processes, Drive cross-functional alignment and capability integration, Ensure business readiness and adoption for new CRM capabilities
Qualifikation
University degree in business or similar diploma, Min. 5 years of hands-on experience in Commercial Excellence, Omnichannel engagement, and Customer experience processes, understanding how business needs translate into scalable CRM capabilities (*****), Strong background in designing, optimising, and governing business processes within large-scale enterprise systems, particularly CRM platforms (Salesforce, Veeva, IQVIA OCE-P) or other commercial technology ecosystems (*****), Strong ability to collaborate with diverse stakeholders, acting as a connector between business and technology (*****), Experience in Commercial Excellence, Omnichannel engagement, and Customer experience processes, understanding how business needs translate into scalable CRM capabilities (*****), Fluent in English
Are you interested?
Then Mr. André Amstad looks forward to receiving your complete application documents (CV, certificates and training certificates).
We look forward to hearing from you.