Job Description Summary
Location: East Hanover, NJ site. This position is not remote.
Reporting: VP, Head of CRM Product Management and Strategy.
Executive Summary
Role Overview: Executive Director, CRM Labs leads the US CRM transformation innovation engine. Sets vision for CRM Labs, builds high‑performing team to pilot, scale, operationalize next‑gen CRM capabilities. Partners with business and IT to define priorities, drive rapid prototyping, embed best practices in agile delivery, governance and change enablement. Deep collaboration across organization to ensure cross‑functional alignment and successful transformation.
Key Responsibilities
- Lead the CRM Labs function to drive innovation, pilot new CRM capabilities and accelerate enterprise transformation.
- Define and execute the CRM Labs strategy and vision in alignment with Novartis business goals and broader CRM transformation roadmap.
- Drive meaningful impact measured by ROI on pilots, speed and effectiveness of experimentation cycles, business value delivered, stakeholder satisfaction, cost savings and efficiency gains.
- Build and lead a top‑talent CRM Labs team specializing in innovation, prototyping and agile delivery.
- Develop and implement best‑practice frameworks for piloting, scaling, and operationalizing CRM solutions across diverse user groups and business functions.
- Establish and manage a governance structure for CRM Labs, ensuring clear decision rights, escalation processes, and accountability for innovation initiatives.
- Collaborate with business unit leaders, IT, IDS, and external partners to identify, prioritize, and deliver high‑impact CRM pilots and innovations.
- Build and scale strategic partnerships with vendors, startups, and industry leaders. Scout, evaluate, and integrate best‑in‑class solutions to accelerate CRM innovation and enterprise transformation.
- Maintain a deep understanding of CRM workflows, user personas and platform capabilities (Salesforce, Veeva, etc.) and best practices across industries.
- Evangelize the impact of CRM Labs across the organization through stakeholder meetings, leadership forums and sales engagement.
Essential Requirements
Education: Bachelor's degree required; Master of Science and/or MBA preferred.
Experience: 10+ years of progressive experience in CRM innovation, product strategy or technology leadership roles, ideally within pharmaceutical, healthcare or enterprise‑scale commercial sectors. Proven success leading large‑scale CRM transformation initiatives, including piloting and scaling enterprise platforms such as Salesforce, Veeva, Data Cloud, and sales and marketing solutions across diverse user groups and business functions. Deep expertise in emerging technologies—AI/ML, automation, Salesforce Data Cloud/Agentforce, and non‑Salesforce customer engagement platforms—with a track record of rapid experimentation cycles. Experience driving innovation in both Salesforce and non‑Salesforce CRM ecosystems, including integration, migration, and optimization of multi‑platform environments. Strong background in training delivery teams on new tools and platforms ensuring successful transition of pilots into production. Experience operationalizing innovation frameworks—agile delivery, rapid prototyping and feedback loops. Advanced knowledge of CRM data models, integration architectures and performance management tools, focused on actionable insights and business value delivery. Experience with global CRM programs, including multi‑region rollouts, localization and scaling innovation across geographies.
Salary Range
Expected range: $225,400.00 – $418,600.00 per year.
Benefits
US‑based eligible employees receive a comprehensive benefits package that includes health, life disability benefits, a 401(k) with company contribution and match, holiday and leave package. Performance‑based cash incentive and equity awards may be offered.
Accessibility Accommodations
Novartis Group of Companies are committed to providing reasonable accommodation to individuals with disabilities. If you need a reasonable accommodation for any part of the application process, contact or call .
EEO Statement
Novartis Group of Companies are Equal Opportunity Employers. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, sex, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability or any other legally protected status.
Skills Desired
Advertising Campaigns, Brand Awareness, Brand Management, Data Analytics, Digital Marketing, Email Marketing, Go‑To‑Market Strategy, Marketing Communications, Marketing Strategy, Market Research, Press Releases, Social Media, Strategic Marketing.
#J-18808-Ljbffr