Manager, Field CRM and Omnichannel Enablement

Job Title

Manager, Field CRM and Omnichannel Enablement

Requisition

JR000015591 Manager, Field CRM and Omnichannel Enablement (Open)

Location

Malvern, PA

Additional Locations

Job Description Summary

Job Description

The Manager, Field CRM & Omnichannel Enablement is responsible for driving adoption and effective use of Veeva CRM and omnichannel capabilities across all Keenova sales teams. This role focuses on field-facing enablement—developing and delivering training, communications, and reference materials that empower the field to leverage CRM functionality, insights and omnichannel capabilities compliantly and effectively. The position will provide leadership and hands-on support for the full spectrum of field-facing omnichannel capabilities—driving adoption, optimization, and continuous improvement of tools, platforms, and processes that empower sales teams to engage customers effectively and compliantly.

Key Responsibilities

Veeva (CRM)

• Serve as the primary point of contact for CRM enablement—creating and maintaining training guides, reference materials, and communications for Veeva CRM workflows.

• Deliver live and virtual training sessions for field teams on CRM functionality.

• Partner with Sales Training to embed CRM and omnichannel modules into NSM and POA agendas as needed.

• Primary support for sales field teams for all CRM/Veeva related questions.

• Fully understand end user needs and translate them into business requirements in collaboration with Commercial Data CRM lead.

• Along with Commercial Data CRM lead, work with affiliated third-party vendors as it relates to ongoing CRM capabilities in day-to-day and ongoing project functions

• Interface with Veeva Managed Services, internal IT, compliance, legal, sales, marketing and medical division leaders.

Omnichannel

• Provide hands-on support for the full spectrum of field-facing omnichannel capabilities, ensuring sales teams are equipped to leverage current and emerging digital tools, insights, and platforms.

• Partner with Sales Training, Marketing, Sales, and Compliance to design and deliver engaging communications, reference materials, and training sessions that drive adoption of omnichannel strategies and tools.

• Serve as the primary point of contact for field feedback on omnichannel workflows, identifying barriers to adoption and collaborating with cross-functional teams to implement solutions.

• Lead the launch, optimization, and ongoing evolution of Omnichannel field-facing capabilities such as next-best-action tools, Veeva Suggestions & Alerts, and Veeva X Pages.

• Monitor field adoption and effectiveness of omnichannel initiatives, synthesizing insights from usage data and feedback to recommend and implement enhancements.

• Act as a connector and advocate for the field, ensuring their needs and perspectives inform the development and rollout of new omnichannel capabilities.

Qualifications

Education & Experience

• A Bachelor’s degree is required with 3-5 years with relevant experience in the following:

• Commercial operations within the US Pharmaceutical industry

• Primary experience working with Health Care CRM systems requirements to meet emerging business needed

• Pharmaceutical industry experience is required specifically working with commercial systems

Knowledge

• Experience with Next Best Action Suggestions & Alerts and field adoption strategies.

• Familiarity with Veeva MyInsights/X Pages and omnichannel campaign execution.

• Understanding of compliance requirements for field communications and digital content.

Skills & Abilities

• Enablement Mindset: Simplifies complex workflows into practical training and job aids.

• Collaboration: Aligns stakeholders across Sales, Brand, Compliance, and IT.

• Operational Rigor: Manages timelines, deliverables, and governance for enablement initiatives.

• Change Leadership