Allergan *Manager, Information Technology - CRM - CoE in Madison, New Jersey

*Manager, Information Technology - CRM - CoE

Madison, New Jersey, United States at

Jun 06, 2018Post Date

179544Requisition #

Allergan plc (NYSE: AGN) is a bold, global pharmaceutical company and a leader in a new industry model - Growth Pharma. Allergan is focused on developing, manufacturing and commercializing branded pharmaceutical, device, biologic, surgical and regenerative medicine products for patients around the world.

Allergan markets a portfolio of leading brands and best-in-class products for the central nervous system, eye care, medical aesthetics and dermatology, gastroenterology, women's health, urology and anti-infective therapeutic categories. With commercial operations in approximately 100 countries, Allergan is committed to working with physicians, healthcare providers and patients to deliver innovative and meaningful treatments that help people around the world live longer, healthier lives every day.

Allergan is a company that will inspire you to aim high with your ambition. Where you can build bridges all over the world. Where you can power ideas that drive change. And where you will act fast and drive results for customers and patients. Power your future & join our bold team.

Position Overview

Support the Global CRM Center of Excellence (CoE) to ensure high quality operations, planning, project management delivery and support for all Customer Relationship Management systems & processes. Collaborate with the Regional CRM IT & Business leads to understand their strategic drivers, key objectives, requirements and priorities to identify performance improvement opportunities by leveraging new and proven technologies. Strong facilitation skills are required to cultivate solid relationships with Commercial IT, ISM, and other Regional team members to deliver against internal customer expectations.

Duties and Responsibilities

  • Assist Global CRM team to manage all components of the Global CRM CoE including business process & analysis, systems testing, change management, training, release management & success measurement.

  • Coordinate implementation of a CoE governance structure in partnership with Global CRM and BIMs including dashboards, standards and metrics.

  • Facilitate effective collaboration between the Global/Regional IT functions and delivery teams.

  • Assist Global CRM team to ensure activities and portfolios are operationally aligned with the business needs as well as the IT functional strategies.

  • Conduct change management meetings to ensure business problems are well diagnosed, properly defined.

  • Provide support in developing, managing and communicating opportunities for applying technology to business problems.

  • Provide on-going analysis of all CRM systems & applications to ensure maximize utilization, adoption, operational efficiency and relevancy to the commercial organization.

  • In collaboration with Regional CRM leads, assist managing the prioritization, development, configuration, training and implementation of new and improved functionality.

  • Monitor adherence to global service and quality objectives along with transparent communication of system performance KPI’s.


Knowledge of:

  • Experience with global implementations of CRM programs, expert knowledge of sales technology solutions, and decision support tools.

  • Excellent verbal & written communication skills, strong analytical & problem solving skills, exceptional interpersonal skills & organizational awareness.

  • Proven project management expertise, ability to prioritize and manage multiple tasks with flexibility and deliver results on time.

  • Broad knowledge of current and emerging CRM technologies and how they can be applied to solve business problems.

  • Understanding of industry trends, best practices especially with respect to enterprise technology and commercialization.

  • Ability to manage a cross-functional team in a fast-paced, fluid, multi-cultural & multi-disciplinary team

  • Background in Mobility, CRM, Analytics or Commercial Pharmaceutical space is desired

Skills in:

  • Ability to analyze problems and identify alternative technology-based solutions where appropriate.

  • Ability to translate highly complex concepts in ways that can be understood by a variety of audiences.

  • Proven ability to lead a cross functional team in a matrix organization. Ability to understand field and customer service needs to identify and prioritize critical business CRM changes & requirements.

  • Business Acumen to generate insights and recognize multiple points of impact as a result of implementing new technologies.

  • Ability to balance tactical needs & business realities with strategic requirements.

  • Ability to proactively identify problems & opportunities & develop and execute solutions


  • Bachelor’s degree in Computer Sciences or Business Administration or related field and a minimum of three (3) years’ experience of relevant Information Technology (IT) or applicable experience in the pharmaceutical industry.

  • 3+ years commercial pharmaceutical experience desired with multi-functional experience.

  • Solid understanding of industry trends and best practices especially with respect to enterprise technology and commercialization.

  • Evidence of leading innovative solutions that have a major impact within the business area and organization.

Equal Employment Opportunity Employer

Allergan is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other protected status.