Job Description

As a Manager Global CRM & Applications Enablement & Change within the Global Commercial Ecosystem & Enablement team, you will play a key role in driving user adoption, capability building, and successful business transformation across our customer engagement ecosystem. You will lead the development and delivery of impactful training and enablement programs for our CRM and application landscape, ensuring employees have the knowledge, skills, and resources needed to effectively leverage our digital tools and processes. In parallel, you will develop and execute change and communication strategies that support transformation initiatives, foster stakeholder engagement, and drive sustainable adoption of new ways of working.

Working closely with business stakeholders, product owners, subject matter experts, and cross-functional teams, you will create engaging learning experiences, compelling communications, and structured change interventions that help employees navigate change with confidence. You will be a key contributor to our CRM Transformation & Harmonization program and broader commercial enablement initiatives, ensuring that learning, communication, and change management activities are aligned to business objectives and user needs. The ideal candidate combines expertise in learning and enablement with strong communication and change management capabilities and is passionate about helping people successfully adopt new technologies, processes, and ways of working.

Major Duties & Responsibilities:

Training & Enablement Strategy

• Design, develop, and continuously improve global CRM and application training and enablement programs mainly for Marketing (Salesforce Marketing Cloud) and other stakeholder groups.

• Develop role-based learning journeys, onboarding programs, and upskilling initiatives that support adoption of Salesforce and the wider customer engagement ecosystem, such as MLR.

• Deliver and coordinate global training initiatives, including virtual and in-person sessions as well as train-the-trainer programs to ensure scalable knowledge transfer.

• Partner with Product Owners, Business Analysts, and Subject Matter Experts to ensure training content reflects evolving business processes, system capabilities, and user needs.

Content Development & Communication

• Create and maintain engaging learning and communication assets, including playbooks, user guides, e-learning modules, videos, knowledge articles, best-practice documentation, presentations, newsletters, and campaign materials.

• Develop and execute communication strategies that support CRM and application-related transformation initiatives, ensuring consistent messaging across stakeholder groups.

• Translate complex concepts, system changes, and business requirements into clear, compelling, and actionable communications tailored to diverse audiences.

Change Management, Engagement & Adoption

• Drive user engagement and adoption by implementing change management activities that support successful transitions to new tools, processes, and ways of working.

• Assess stakeholder impacts, identify change risks, and develop targeted engagement approaches to increase readiness and adoption.

• Foster active participation within the wider CRM community, including the CRM & Applications team, Hero Network, Core Team, Commercial Excellence community, and Business Unit representatives.

• Support CRM Transformation & Harmonization initiatives by ensuring stakeholders are informed, engaged, prepared, and equipped for change.

Performance Measurement & Continuous Improvement

• Collaborate closely with Product Owners and Administrators to monitor adoption, engagement, and learning effectiveness through qualitative and quantitative metrics.

• Analyze user feedback, performance indicators, and stakeholder insights to identify capability gaps, communication needs, and opportunities for improvement.

• Continuously refine training, enablement, communication, and change management approaches based on business priorities and user feedback.

• Promote a culture of continuous learning, knowledge sharing, and best-practice exchange across the global CRM and Commercial Excellence community.

Community Building & Event Management

• Plan, organize, and facilitate global training events, workshops, webinars, community meetings, and knowledge-sharing sessions.

• Strengthen collaboration and engagement across the global CRM ecosystem by creating opportunities for networking, learning, and exchange of best practices.

• Evaluate and leverage innovative tools, technologies, and digital learning solutions to enhance user experience, productivity, and adoption.

Requisite Qualification & Experience:

• University degree in Business, Communications, Education, Human Resources, Marketing, or a related field, or equivalent professional experience.

• At least 3 years of experience in Training & Enablement, Change Management, Communications, User Adoption, or a related field.

• At least 5 years of professional experience in Healthcare, Life Sciences, Medical Technology, a related industry or in Consulting preferred

• Experience supporting CRM, digital transformation, or enterprise application initiatives, ideally Salesforce-related; Salesforce, Training, or Change Management certifications are a plus.

• Strong instructional design, communication, and stakeholder management skills as well as the ability to analyze user feedback and performance metrics to continuously improve enablement and adoption outcomes.

• Experience developing and delivering training programs, communication campaigns, and change adoption activities.

• Strong project management, organizational, and problem-solving skills and experience working in a global, cross-functional environment.

• Fluent in English; German and additional languages are an advantage and willingness to travel internationally as required.