Senior Director, Customer CRM

**Who We Are:** The Digital Experience team at Genentech is focused on shaping the future of patient and customer connections through digital innovation and human-centered design. They use AI, digital engagement, content management, human-centered design, and omnichannel strategies to create personalized and meaningful experiences. Genentech aims to be digitally enabled and human-centered in their approach to engagement to deliver life-changing medicines.* This position is based in South San Francisco, CA and requires an onsite presence at our Genentech Campus* Relocation benefits are available on this job posting.The Patient customer type is explicitly excluded from this role’s product scope and is managed under a separate CRM product.* Serve as the Product Owner for Customer CRM, accountable for defining and executing the end-to-end product strategy, vision, and roadmap.* Align product direction with enterprise objectives by collaborating closely with business, technical, and medical affairs stakeholders.* Partner with analytics and user research teams to define target users, assess needs, prioritize features, and ensure business alignment.* Build business cases to drive experimentation, cross-product innovation, and CRM capability development across the ecosystem.* Ensure product planning, execution, and delivery milestones drive measurable outcomes through adoption and sustained engagement* Demonstrated ability to operate across a matrixed organization and build strong bridges between U.S. and global product teams—translating local business needs into scalable solutions and ensuring alignment with Roche's enterprise strategy and platform architecture.* Leverage data and insights from Measurement & Optimization teams to refine CRM capabilities and prioritize enhancements.* Define, track, and optimize key KPIs that reflect user experience, business impact, and technical performance.* Continuously iterate based on stakeholder input and customer feedback.* Define resource and investment strategies—including headcount planning—to meet both near- and long-term product goals.* Ensure all activities align with Genentech policies, legal requirements, and compliance standards.* Foster a product-oriented mindset within the team, transitioning from service to sustained product value delivery.* Bachelor’s degree in business, technology, operations, science, marketing, or a related field.* Strategic Product Leadership: Proven ability to lead the full product lifecycle—from vision through delivery—driving innovation through industry insights and data-driven strategies.* Technical Proficiency and Collaboration: Technically fluent in CRM platforms, data systems, and product architecture; skilled at aligning business strategy with technical execution, resource planning, and cross-functional collaboration.* Team Management and Development: Strong leadership and communication skills with a proven track record of managing teams, influencing stakeholders, and driving change within agile, regulated environments.* Strategic Agility: Strategic thinker with the ability to balance short-term execution and long-term vision, navigate ambiguity, and adapt to rapidly changing business needs.- 10+ years of experience in product management or digital product operations, with at least 5 years focused on CRM products and platforms:

* Experience in highly regulated industries—preferably pharmaceutical, biotech, or healthcare—with deep understanding of compliance, privacy, and CRM-specific governance.

* Proven ability to lead product strategy, vision, and execution at the senior level.* Advanced degree (e.g., MBA, MPH, or related graduate-level qualification), or equivalent senior-level experience.* Hands-on experience with CRM platforms relevant to life sciences, such as Veeva CRM or Salesforce Health Cloud.* Background in healthcare, life sciences, or other highly regulated industries.* Proven success leading complex, cross-functional initiatives with strategic and operational impact.* Familiarity with workflow automation platforms, orchestration tools, and CRM governance frameworks.* Experience with omnichannel engagement platforms, digital marketing technologies, and CRM ecosystems.* This position is based in South San Francisco, CA and requires an onsite presence at our Genentech Campus* Relocation benefits are available on this job posting.****Who We Are****Genentech, a member of the Roche group and founder of the biotechnology industry, is dedicated to pursuing groundbreaking science to discover and develop medicines for people with serious and life-threatening diseases. To solve the world's most complex health challenges, we ask bigger questions that challenge our industry and the boundaries of science to transform society. Our transformational discoveries include the first targeted antibody for cancer and the first medicine for primary progressive multiple sclerosis.The next step is yours. To apply today, click on the "Apply for this job" button.Genentech is an equal opportunity employer. It is our policy and practice to employ, promote, and otherwise treat any and all employees and applicants on the basis of merit, qualifications, and competence. The company's policy prohibits unlawful discrimination, including but not limited to, discrimination on the basis of Protected Veteran status, individuals with disabilities status, and consistent with all federal, state, or local laws.If you have a disability and need an accommodation in relation to the online application process, please contact us by completing this form . #J-18808-Ljbffr