Veeva CRM
Irene Kwok
CRM Tech Leader | Digital Project Manager | Licensed Pharmacist
Tokyo
Summary
A results-driven professional with expertise in CRM systems, data flow infrastructure, and cross-functional leadership, complemented by a Pharmacist’s License. I excel at connecting the dots across departments and assessing situations from multiple perspectives to identify holistic solutions, a skill I believe is vital for project managers. My proven ability to quickly acquire technical skills, optimize CRM functionalities, and deliver measurable business impact positions me to lead CRM migrations and drive innovation at GSK.
Do the right thing for both patients and company through improving efficiency.
Overview
7
7
years of professional experience
7
7
years of post-secondary education
5
5
Certifications
4
4
Languages
Work History
Medical Digital Engagement Lead
GlaxoSmithKline K.K. Japan
05.2023 - Current
- Built expertise in Veeva CRM within one year, independently designing MyInsight specifications and collaborating with tech teams on custom objects and system usage.
- Gained detailed understanding of Salesforce data flow into SQL databases and relevant tools, supporting migration infrastructure planning.
- Led Shingrix MSL+ implementation in 6 months using Agile methodologies (sprints), delivering features such as Next Best Scientific Action, EE360, prioritization logic, and Power BI reports.
- Managed external vendors for data programming and dashboard creation, driving Omnichannel utilization and fostering a data-driven decision-making culture.
- Applied knowledge of Japan-specific datasets (Ultmarc, IQVIA, JD-NET) to optimize CRM functionalities and enhance customer engagement.
Operational Quality Sub Lead (Quality Assurance)
GlaxoSmithKline Imaichi Factory
04.2021 - 04.2023
- Delivered £500K savings through supplier collaboration projects within seven months.
- Managed 110+ external deviations while leading process improvement initiatives to drive operational efficiency.
- Conducted risk assessments and compliance efforts to ensure alignment with GxP standards.
Future Leaders Program (Rotational Roles)
GlaxoSmithKline
04.2018 - 03.2021
- 4th Rotation – Tokyo HQ (Pipeline Project Manager) Oct 2020 – Mar 2021
- Managed drug development projects with responsibility for timeline, risk, and budget management, demonstrating leadership across new fields.
- Continued providing strategic oversight for the VeevaQualityDocs system implementation during its final phase (Oct–Nov 2020).
- 3rd Rotation – Tokyo HQ (Quality Staff and Document Management System Implementation Lead) Jan 2020 – Sep 2020
- Document Management System Implementation Lead (Jun–Nov 2020): Spearheaded the Veeva QualityDocs system implementation, successfully migrating over 20,000 documents in six months. Acted as the main instructor for super users, despite limited prior experience, showcasing leadership and rapid skill acquisition.
- Quality Staff Responsibilities: Led several quality improvement projects, including addressing data integrity issues at both local and global levels. Managed risk assessment meetings to identify and mitigate potential quality risks.
- 2nd Rotation – Imaichi Factory (Technical Specialist) Feb 2019 – Dec 2019
- Led two API change projects, negotiating win-win scenarios for rapid source change progression.
- Delivered trials for source changes and completed several validation activities for packaging equipment.
- 1st Rotation – Imaichi Factory (Lab Efficiency Lead, Quality Assurance) Apr 2018 – Jan 2019
- Achieved £500K cost savings in 2018, and contributed to global projects generating £5.43M in savings.
- Avoided stockouts of critical medical products through effective timeline management and leveraging international agreements.
Education
Bachelor of Pharmacy -
Chiba University
01.2012 - 01.2018
Preparatory Educational Program for International Pre-Undergraduate Students - undefined
Japanese Language Center for International Students, Tokyo University of Foreign Studies
01.2011 - 01.2012
Skills
CRM Expertise: Veeva CRM (Associate Administrator certified), MyInsight specification design, vendor management, Salesforce Inspector experience
Certification
Licensed Pharmacist (Japan) | Comprehensive understanding of pharmaceutical industry processes, including medical workflows, compliance, and regulatory standards.
Awards & Recognitions
MEXT Scholarship: Ministry of Education, Culture, Sports, Science, and Technology (2011–2018).
Recognized by stakeholders for rapid skill acquisition and technical expertise in CRM and system implementation projects.
Additional Notes
- Pharmaceutical Expertise: Licensed Pharmacist with a comprehensive understanding of pharmaceutical workflows, compliance requirements, and medical processes.
- Rapid Learning & Transferable Skills: Proven ability to quickly acquire expertise in technical systems (e.g., Veeva CRM, VeevaQualityDocs) and tools (e.g., Salesforce Inspector). Confident in learning Salesforce App Builder certification requirements when needed.
- Technical Depth for Migration Projects: Understanding of Salesforce data flow into SQL databases and tools, coupled with infrastructure knowledge, positions me to assess and design systems for CRM migrations.
- Leadership Across Fields: Experience leading diverse projects (technical and non-technical) demonstrates adaptability, leadership, and problem-solving abilities.
Software
VeevaQualityDocs
Microsoft Tools
Jira / Confluence
Timeline
Medical Digital Engagement Lead
GlaxoSmithKline K.K. Japan
05.2023 - Current
Operational Quality Sub Lead (Quality Assurance)
GlaxoSmithKline Imaichi Factory
04.2021 - 04.2023
Future Leaders Program (Rotational Roles)
GlaxoSmithKline
04.2018 - 03.2021
Bachelor of Pharmacy -
Chiba University
01.2012 - 01.2018
Preparatory Educational Program for International Pre-Undergraduate Students - undefined
Japanese Language Center for International Students, Tokyo University of Foreign Studies
01.2011 - 01.2012
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