Manager, CRM & Customer Engagement

We need to output HTML fragment with sections: About the role? The posting includes POSITION SUMMARY, KEY RESPONSIBILITIES, QUALIFICATIONS, CAREER EXPERIENCE AND SKILLS (which includes Education & Experience and Professional Skills, Leadership Skills), ETHICS AND COMPLIANCE, TRAVEL, VALUES & BEHAVIORS. Also salary range and benefits info: salary range $130k-$160k, Long-Term Incentive Plan 15% base salary, annual performance bonus target 15% base salary, comprehensive benefits. So we need a Pay section (since salary range given) and Benefits section (since benefits described). Also maybe Schedule? Not given. Travel is given: ability to travel up to 10% including overnights. That could be a Schedule? Actually travel is separate; we could include a Travel section? The instruction says use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. So we should map content accordingly. We have: - About the role: could be POSITION SUMMARY (maybe also some intro). We'll put POSITION SUMMARY under About the role. - Responsibilities: KEY RESPONSIBILITIES list. - Requirements/Qualifications/Skills: The posting has QUALIFICATIONS, CAREER EXPERIENCE AND SKILLS with subparts: Education & Experience, Professional Skills, Leadership Skills. We could combine into Requirements (education/experience) and Skills (professional/leadership). Or we could have Qualifications section for education/experience, Skills section for professional/leadership. We'll follow instruction: Use headings for Requirements, Qualifications, Skills. But we need to decide what to put where. Probably: - Qualifications: Education & Experience (Bachelor's degree, 5+ years experience, etc.) - Skills: Professional Skills and Leadership Skills combined. - Requirements maybe could be same as Qualifications? But we can avoid duplication. Perhaps we put Requirements as a short paragraph summarizing that combination of education and experience will be considered. But we have detailed qualifications; we can put them under Qualifications. For Skills we put professional and leadership skills. - Requirements could be omitted if not needed; but we should include only when posting has real specific content. The posting does have "QUALIFICATIONS, CAREER EXPERIENCE AND SKILLSA combination of relevant education and applicable job experience will be considered." That's a generic line. Then they list Education & Experience, Professional Skills, Leadership Skills. So we could treat that as Qualifications (Education & Experience) and Skills (Professional & Leadership). We'll not create a separate Requirements heading unless we have distinct content. - Benefits: comprehensive benefits mentioned; also Long-Term Incentive Plan and annual performance bonus. So we can put Benefits section with those details. - Pay: salary range $130k-$160k. - Schedule: travel up to 10% including overnights. Could be under Schedule? Or maybe Travel is not Schedule but we could put under Schedule heading as travel expectation. The instruction says use Schedule heading for schedule info. We'll put travel under Schedule. - Values & Behaviors: could be omitted? Not in list of headings but we could include as a section maybe "Values & Behaviors". However instruction says use headings for sections like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. It didn't forbid other headings but says "use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." The e.g. suggests those are examples; we could still include other headings if needed, but better to stick to those. Values & Behaviors could be omitted or placed under About the role? Might be considered boilerplate? It's specific content about company values. Might be worth including as a section "Values & Behaviors". But instruction says "include a section ONLY when the posting has real, specific content for it". It does have specific content. However the allowed headings list didn't include Values & Behaviors; but we could still use a heading; the instruction didn't say we cannot use other headings, just gave examples. Safer to include it as a section with heading "Values & Behaviors". However the instruction says "Use

for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It implies we should use those headings for those types of content; but we could also use other headings if needed. I'd include Values & Behaviors as a section. - Ethics and Compliance: also specific content; could be a section "Ethics & Compliance". Not in examples but we could include. But we need to avoid too many thin sections. Perhaps combine Ethics & Compliance and Values & Behaviors into a single section "Ethics, Compliance & Values". However instruction says prefer a few substantive sections over many thin ones. So we could combine them. Let's decide sections: - About the role (POSITION SUMMARY) - Responsibilities (KEY RESPONSIBILITIES) - Qualifications (Education & Experience) - Skills (Professional Skills + Leadership Skills) - Benefits (Long-Term Incentive Plan, annual performance bonus, comprehensive benefits) - Pay (salary range) - Schedule (travel up to 10% including overnights) - Ethics & Values (ETHICS AND COMPLIANCE + VALUES & BEHAVIORS) That's 8 sections. Now we need to output HTML fragment: use

for each heading, then content:

for prose,

• for lists. We must preserve all substantive information, not invent or summarize away detail. Must not repeat job title as heading. Must not put Job ID/requisition numbers as headings (none present). Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning, duplicated lines, application instructions. The posting includes a line at end: "* If you are a California resident applying for the above position, please review our California Applicant Privacy Notice." That's likely a legal notice; we should remove it as boilerplate. Also maybe the line "The salary range for this position is between $130k and $160K. Actual salary at the time of hire may vary and may be above or below the range based on various factors, including, but not limited to, the candidate’s relevant qualifications, skills, and experience." That's pay info; we keep. Also "The company also currently offers a Long-Term Incentive Plan (cash plan) of 15% base salary, annual performance bonus target of 15% base salary (subject to meeting plan requirements) and comprehensive benefits." Keep. Now we need to extract details. Let's parse sections: POSITION SUMMARY: "The Manager, CRM & Customer Engagement will be a hands-on member of the US Commercial Excellence (COMEX) Platforms Team. Reporting to the Senior Director, Commercial & Medical Platforms, they will lead the delivery, support, and continuous improvement of technology solutions to enable teams and enhance interactions and deepen engagement with healthcare professionals and other key customer stakeholders. Partnering closely with sales, market access, marketing, COMEX, medical affairs, finance, legal and compliance, and global information technology (IT) functions, this individual will help advance critical business applications that support business strategies and align with local best practices and Global platform architecture standards and roadmap." We'll put that as prose under About the role. KEY RESPONSIBILITIES: list bullet points (each starts with a verb). We'll convert each to
• . List: - Manage end-to-end support and change management of Veeva CRM/Network, Veeva Link, and Salesforce Marketing Cloud platforms and internal and 3rd party data interfaces - Supervise and facilitate timely resolution of platform incidents, service requests, and support inquiries in coordination with managed services partners and global lT teams - Collaborate with COMEX and marketing teams to enhance and maintain educational resources and deliver impactful technology training to drive system adoption, process consistency, and accountability - Partner with cross-functional stakeholders to understand their business objectives and priorities, document detailed requirements and user stories, perform process and systems analysis, and lead functional design, testing, and on-time delivery of process optimization and systems enhancements - Serve as US market lead in strategic, global, multi-year CRM and customer engagement ecosystem transformation program - Collaborate with managed services partners and global IT colleagues to optimize US platform support and change management operating models, where appropriate - Partner with US colleagues to support identification and facilitate delivery and testing of Veeva Vault PromoMats enhancements to optimize Legal, Medical, and Regulatory (LMR) review processes and CRM and digital content publishing in accordance with US industry best practices - Partner with marketing, medical communications, and digital agency partners to establish digital asset management capabilities and optimized content development operating models, where appropriate - Partner with marketing and digital agency partners in the implementation and continuous improvement of integrated customer Next Best Action/Engagement (NBA/NBE) platform - Stay informed of relevant emerging platform features and new technologies and guide business partners on opportunities to reinforce enablement strategies and outcomes - Represent the department in cross-functional projects to ensure that operations and digital interests and requirements are considered - Manage vendor relationships including platform managed services partners, ensuring satisfactory service levels, delivery excellence, and adoption We need to preserve exactly; note there is a typo "global lT teams" (lowercase L). We'll keep as is. QUALIFICATIONS, CAREER EXPERIENCE AND SKILLS: First line: "A combination of relevant education and applicable job experience will be considered." That's generic; we could include as a short p under Qualifications maybe. Then "Education & Experience" bullet list: - Bachelor’s degree in computer science, information systems, engineering, or related field - 5+ years of progressive experience in business systems analysis, project management, or consulting roles - Proven technical proficiency with CRM and/or omnichannel customer engagement platforms, data, and integration (e.g., Veeva CRM, Salesforce.com, Salesforce Marketing Cloud, Veeva Vault Campaign Manager, Veeva Vault PromoMats, digital web properties, and media) - Strong understanding of commercial operations, digital marketing, and/or medical operations business processes within the pharmaceutical, biotechnology, healthcare or life sciences industry - Strong business analysis skills including business and functional requirements definition, business process design, and functional specifications - Demonstrated ability to execute technology projects within regulated environments and controlled change management frameworks - Strong understanding of customer (HCP, HCO, Affiliations) master data management (MDM) concepts, data stewardship processes, and operational data quality and governance frameworks - Hands-on experience with Veeva Network platform and Veeva OpenData customer reference data a plus - Hands on experience with Veeva Align, Veeva Events Management, and Veeva MyInsights and/or X Pages content delivery a plus Note: "Hands on experience" vs "Hands-on". Keep as is. Then "Professional Skills": - Excellent analytical and problem-solving skills with strong attention to detail - Strong verbal and written communication skills with ability to explain and document technical concepts to non-technical stakeholders - Excels in business process optimization and business requirements gathering with a focus on how to build scalable systems and processes - Customer focused with demonstrated cross-functional collaboration skills and the ability to understand business needs and implement sustainable solutions Then "Leadership Skills": - Operational driver with continuous improvement and delivery excellence mindset - Proven ability to prioritize and manage multiple projects involving cross-functional teams in a fast-paced, dynamic environment while maintaining attention to detail, quality, and deadlines - Ability to build rapport, establish credibility, and partner effectively with cross-functional teams - Vendor engagement, management, and negotiation skills We'll combine Professional Skills and Leadership Skills into Skills section. ETHICS AND COMPLIANCE: - Demonstrates the highest level of ethics, integrity, trust while acting with