ED, CRM Product Owner, Customer Engagement (CE)
Healthcare Businesswomen’s Association, Kansas City, Missouri, United States, 64101
Job Description Summary
Location:
Hybrid
(US) Novartis is on a mission to transform medicine and improve lives worldwide. As a global leader in healthcare, we leverage advanced technology and data to deliver patient-centric solutions, enhance customer engagement, and drive innovation. The Insights and Decision Science (IDS) team enables improved decision making by leveraging data to identify actionable insights that drive performance. The US CRM organization sits within IDS and drives the transformation to a next-generation Customer360 operating model. The Executive Director, CRM Product Owner leads the strategy, development, and delivery of CRM capabilities across the US CRM ecosystem. This hands-on role transforms how Novartis interacts with patients and customers by integrating process improvements, technology solutions, analytics, and user experience enhancements to deliver world-class, customer-centric experiences. The ED, CRM Product Owner partners with business and IT leadership to build a robust CRM foundation and activate transformation across the US commercial organization. This position will be located at East Hanover, NJ and will not be remote. Travel requirement: 20% (domestic and/or international). Job Description
Key Responsibilities: Create and steward the Product Vision, Roadmap, and Delivery:
Define, communicate, and execute the vision and strategy for CRM capabilities/functions (e.g. Customer Engagement, Medical, etc) ensuring alignment with business goals and stakeholder needs Drive CRM Product Innovation:
Champion the adoption of advanced CRM technologies (including AI) and processes to optimize customer engagement and deliver actionable insights across the organization. Gather CRM Requirements:
Collect and interpret business needs, translating them into system and process improvements powered by technology, analytics, and best practices. Deliver Product Management Excellence:
Uphold high standards for product management delivery, driving disciplined execution, predictable and high-quality releases, and continuous improvement. Transform Business Processes:
Analyze current business processes and gaps, then design, implement, and scale improvements using data-driven and technology-enabled solutions. Lead Cross-Functional Collaboration:
Facilitate collaboration between senior business leaders and working teams, securing input, feedback, and alignment on CRM initiatives. Ensure Governance & Compliance:
Establish and enforce governance frameworks to guarantee all CRM initiatives meet regulatory, privacy, and compliance requirements. Build and Develop High-Performing Teams:
Recruit, mentor, and lead groups of Product Owners, managing dependencies and fostering a culture of innovation and continuous improvement. Drive Change Enablement:
Align stakeholders, identify risks, and remove barriers to ensure successful adoption and sustained progress of CRM initiatives. Evangelize CRM Strategy:
Promote the CRM strategy and communicate impact across the organization through stakeholder meetings, leadership forums, and targeted communications. Optimize CRM Investment:
Prioritize and implement best practices, conduct build vs. buy analyses, and maximize the value of CRM investments. Maintain Industry Awareness:
Stay current on CRM platforms (e.g., Salesforce, Veeva), industry trends, and best practices across sectors. Education:
Bachelor’s degree in related field is required; Master of Science and/or MBA preferred Experience:
Novartis seeks an accomplished product management leader with experience transforming CRM capabilities programs within commercial operations. Strong management, partnership, and intellectual maturity are needed. A comprehensive understanding of best practices in CRM Data and AI applications for pharmaceutical sales and marketing, and the dynamics of the global healthcare environment is crucial. Essential Requirements: Minimum 10+ years of experience in product management, technology strategy, innovation, or leadership roles, preferably in the pharmaceutical, healthcare, or CRM sectors Proven success in leading product management for large-scale CRM transformation, including accountability for delivery, change management, UX, governance, communication strategy, and risk and compliance mitigation Deep understanding of the CRM landscape (Sales, Marketing and Service), including Salesforce (Agentforce, Marketing Cloud, Health Cloud, Data Cloud, Core platform), Veeva, and the major and evolving players in the ecosystem. Deep expertise in CRM, AI, and Data platforms and architectures (e.g., Salesforce, Salesforce Data Cloud, Veeva, OpenAI, Snowflake, or similar data lake technologies). Deep understanding of the pharmaceutical industry, including regulatory requirements, market dynamics, and emerging AI technologies Experience managing and being accountable for the operations of product management teams, including backlog health and prioritization, agile practices and ceremonies, and driving strategic innovation Excellent leadership and communication skills with the ability to build and lead high-performing teams; People management experience within CRM, AI, technology, or data-driven environments required Must possess an ability to foster cross-functional alignment of key stakeholders to create a disciplined, ambitious, and collaborative, global, commercial CRM strategy Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions; Ability to adapt strategies and approaches in a rapidly evolving technological landscape Salary
The salary for this position is expected to range between
$236,600.00 and $439,400.00 per year. The final salary offered is determined based on factors like, but not limited to, relevant skills and experience, and upon joining Novartis will be reviewed periodically. Novartis may change the published salary range based on company and market factors. Your compensation will include a performance-based cash incentive and, depending on the level of the role, eligibility to be considered for annual equity awards. US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits. In addition, employees are eligible for a generous time off package including vacation, personal days, holidays and other leaves. EEO Statement: The 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. Accessibility and reasonable accommodations The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please send an e-mail to us.reasonableaccommodations@novartis.com or call +1(877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message. Salary Range $236,600.00 - $439,400.00 Skills Desired Agility, Brand Awareness, Cross-Functional Collaboration, Customer Engagement, Customer Experience, Customer Insights, Data Analytics, Digital Marketing, Go-To-Market Strategy, Influencing Skills, Inspirational Leadership, Marketing Strategy, People Management, Product Positioning, Product Roadmap, Sales, Stakeholder Engagement, Stakeholder Management, Strategic Marketing
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Location:
Hybrid
(US) Novartis is on a mission to transform medicine and improve lives worldwide. As a global leader in healthcare, we leverage advanced technology and data to deliver patient-centric solutions, enhance customer engagement, and drive innovation. The Insights and Decision Science (IDS) team enables improved decision making by leveraging data to identify actionable insights that drive performance. The US CRM organization sits within IDS and drives the transformation to a next-generation Customer360 operating model. The Executive Director, CRM Product Owner leads the strategy, development, and delivery of CRM capabilities across the US CRM ecosystem. This hands-on role transforms how Novartis interacts with patients and customers by integrating process improvements, technology solutions, analytics, and user experience enhancements to deliver world-class, customer-centric experiences. The ED, CRM Product Owner partners with business and IT leadership to build a robust CRM foundation and activate transformation across the US commercial organization. This position will be located at East Hanover, NJ and will not be remote. Travel requirement: 20% (domestic and/or international). Job Description
Key Responsibilities: Create and steward the Product Vision, Roadmap, and Delivery:
Define, communicate, and execute the vision and strategy for CRM capabilities/functions (e.g. Customer Engagement, Medical, etc) ensuring alignment with business goals and stakeholder needs Drive CRM Product Innovation:
Champion the adoption of advanced CRM technologies (including AI) and processes to optimize customer engagement and deliver actionable insights across the organization. Gather CRM Requirements:
Collect and interpret business needs, translating them into system and process improvements powered by technology, analytics, and best practices. Deliver Product Management Excellence:
Uphold high standards for product management delivery, driving disciplined execution, predictable and high-quality releases, and continuous improvement. Transform Business Processes:
Analyze current business processes and gaps, then design, implement, and scale improvements using data-driven and technology-enabled solutions. Lead Cross-Functional Collaboration:
Facilitate collaboration between senior business leaders and working teams, securing input, feedback, and alignment on CRM initiatives. Ensure Governance & Compliance:
Establish and enforce governance frameworks to guarantee all CRM initiatives meet regulatory, privacy, and compliance requirements. Build and Develop High-Performing Teams:
Recruit, mentor, and lead groups of Product Owners, managing dependencies and fostering a culture of innovation and continuous improvement. Drive Change Enablement:
Align stakeholders, identify risks, and remove barriers to ensure successful adoption and sustained progress of CRM initiatives. Evangelize CRM Strategy:
Promote the CRM strategy and communicate impact across the organization through stakeholder meetings, leadership forums, and targeted communications. Optimize CRM Investment:
Prioritize and implement best practices, conduct build vs. buy analyses, and maximize the value of CRM investments. Maintain Industry Awareness:
Stay current on CRM platforms (e.g., Salesforce, Veeva), industry trends, and best practices across sectors. Education:
Bachelor’s degree in related field is required; Master of Science and/or MBA preferred Experience:
Novartis seeks an accomplished product management leader with experience transforming CRM capabilities programs within commercial operations. Strong management, partnership, and intellectual maturity are needed. A comprehensive understanding of best practices in CRM Data and AI applications for pharmaceutical sales and marketing, and the dynamics of the global healthcare environment is crucial. Essential Requirements: Minimum 10+ years of experience in product management, technology strategy, innovation, or leadership roles, preferably in the pharmaceutical, healthcare, or CRM sectors Proven success in leading product management for large-scale CRM transformation, including accountability for delivery, change management, UX, governance, communication strategy, and risk and compliance mitigation Deep understanding of the CRM landscape (Sales, Marketing and Service), including Salesforce (Agentforce, Marketing Cloud, Health Cloud, Data Cloud, Core platform), Veeva, and the major and evolving players in the ecosystem. Deep expertise in CRM, AI, and Data platforms and architectures (e.g., Salesforce, Salesforce Data Cloud, Veeva, OpenAI, Snowflake, or similar data lake technologies). Deep understanding of the pharmaceutical industry, including regulatory requirements, market dynamics, and emerging AI technologies Experience managing and being accountable for the operations of product management teams, including backlog health and prioritization, agile practices and ceremonies, and driving strategic innovation Excellent leadership and communication skills with the ability to build and lead high-performing teams; People management experience within CRM, AI, technology, or data-driven environments required Must possess an ability to foster cross-functional alignment of key stakeholders to create a disciplined, ambitious, and collaborative, global, commercial CRM strategy Strong analytical and problem-solving skills, with the ability to interpret complex data and make informed decisions; Ability to adapt strategies and approaches in a rapidly evolving technological landscape Salary
The salary for this position is expected to range between
$236,600.00 and $439,400.00 per year. The final salary offered is determined based on factors like, but not limited to, relevant skills and experience, and upon joining Novartis will be reviewed periodically. Novartis may change the published salary range based on company and market factors. Your compensation will include a performance-based cash incentive and, depending on the level of the role, eligibility to be considered for annual equity awards. US-based eligible employees will receive a comprehensive benefits package that includes health, life and disability benefits, a 401(k) with company contribution and match, and a variety of other benefits. In addition, employees are eligible for a generous time off package including vacation, personal days, holidays and other leaves. EEO Statement: The 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. Accessibility and reasonable accommodations The Novartis Group of Companies are committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or to perform the essential functions of a position, please send an e-mail to us.reasonableaccommodations@novartis.com or call +1(877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message. Salary Range $236,600.00 - $439,400.00 Skills Desired Agility, Brand Awareness, Cross-Functional Collaboration, Customer Engagement, Customer Experience, Customer Insights, Data Analytics, Digital Marketing, Go-To-Market Strategy, Influencing Skills, Inspirational Leadership, Marketing Strategy, People Management, Product Positioning, Product Roadmap, Sales, Stakeholder Engagement, Stakeholder Management, Strategic Marketing
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