Capability Manager (m/f/d)

Capability Manager (m/f/d) within Personal Engagement business team (CRM - / CRM Capability Governance / Commercial Excellence & Omnichannel/ Global Process Harmonisation / Cross-Functional Collaboration/ Enterprise CRM Ecosystems (Salesforce/Veeva/OCE-P)/ Business Process Design & Optimization/ 100% /Basel

Project:

For our client F. Hoffmann-La Roche Ltd., we are looking for an experienced and motivated Capability Manager (m/f/d) to join the Personal Engagement Business Team (CRM) in Basel.

In this role, you will drive the global governance, harmonisation, and evolution of enterprise CRM capabilities across the organisation. You will ensure consistent, compliant, and scalable end-to-end CRM processes by aligning key omnichannel functions such as segmentation, rating methods, consent management, CIAM, customer master data, and insights workflows.

Acting as a bridge between business and technology, you will translate strategic and operational needs into robust CRM capabilities, working closely with global, regional, and affiliate teams. Your experience with Commercial Excellence, Customer Experience, and major CRM platforms (Salesforce, Veeva, IQVIA OCE-P) will enable you to support business readiness, drive adoption, and strengthen standardised global processes.

This position offers the opportunity to contribute to a dynamic, highly collaborative environment and shape the future of Roche's global CRM ecosystem.

Tasks & Responsibilities:

• Define and govern harmonised CRM business processes
• Drive cross-functional alignment and capability integration
• Ensure business readiness and adoption for new CRM capabilities

Must Haves:

• University degree in business or similar diploma
• 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

Reference Nr.: 924589TW

Rolle: Capability Manager within Personal Engagement business team (CRM)

Industrie: Pharma

Workplace:Basel

Pensum: 100%

Latest Possible Start Date: 12.01.2026

Home Office: Yes

Planned Duration of Employment: 31.12.2026

application deadline: 23.11.2025

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