Executive Director, CRM Product Strategy

Overview

Job Description Summary: This position will be located in East Hanover, NJ.

Job Description

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 is dedicated to enabling improved decision making at Novartis by leveraging superior data to identify actionable insights that drive enhanced performance. We collaborate closely with the US business, bringing insights and challenging ideas to empower smarter, data-driven decision-making. The US CRM organization sits within IDS, and plays a crucial role in driving the transformation to a Customer 360 operating model.

Reporting into the VP, Head of CRM Product Management and Strategy, this role is crucial in setting the vision and driving transformation for CRM for the US commercial organization for Novartis US.

The Executive Director, Customer Relationship Management (CRM) Product Strategy is responsible for creating and driving a world-class product strategy practice within Novartis US CRM. This role sets the standard for the enterprise CRM product vision and strategic alignment, acting as a key partner to business and IT leadership. The ED, CRM drives vision creation and alignment, strategic prioritization, operational efficiencies, and innovative delivery strategies. Core responsibilities include building and leading a top-talent product strategy team, defining success metrics at the portfolio level (such as OKRs, adoption rates, business impact, and strategic value delivery), identifying opportunities to create, improve, and scale business processes using both traditional and agentic solutions, and overseeing resource allocation and investment decisions to balance innovation with operational needs. The role also requires deep collaboration across the organization to ensure cross-functional alignment and successful transformation.

Major Accountabilities

• Define and execute a CRM product strategy and vision that aligns with Novartis business goals and serves as the primary point of contact for executive leadership on CRM strategy
• Build and lead a top-talent product strategy team
• Define success metrics at the portfolio level, including OKRs, adoption rates, business impact, and strategic value delivery
• Identify opportunities to create, improve, and scale business processes using traditional and agentic solutions
• Oversee resource allocation and investment decisions, balancing innovation with operational needs
• Establish and maintain strong working relationships with key internal stakeholders (US Commercial business unit leaders, IT, IDS) and external partners (CRM vendors and implementation consultants)
• Collaborate closely across the CRM team to ensure cross-functional alignment and optimization
• Collaborate with program teams to ensure business process changes integrate with all aspects of transformation
• Evangelize the CRM strategy and impact across the organization (e.g., stakeholder meetings, leadership forums, and Sales meetings)
• Maintain a deep understanding of the Life Sciences CRM landscape including Salesforce and Veeva, as well as best practices across different industries
• Maintain a deep understanding of the US commercial strategy and secure support from relevant business entities and stakeholders

Experience and Qualifications

• Bachelor's degree in related field required; Master of Science and/or MBA preferred
• 10+ years of experience in technology strategy, innovation, or leadership roles, preferably in the pharmaceutical, healthcare, or CRM sectors
• Deep understanding of the CRM landscape (Sales, Marketing, and Service), including Salesforce, Veeva, and major evolving players
• Deep understanding of the pharmaceutical industry, including regulatory requirements, market dynamics, and emerging AI technologies
• Experience developing and executing a long-term strategic technology vision aligned with enterprise commercial and innovation goals
• Strong understanding of generative AI technologies, machine learning, and data analytics with practical applications
• Excellent leadership skills and ability to build and lead high-performing teams of AI specialists
• People management experience within CRM, AI, technology, or data-driven environments
• Ability to foster cross-functional alignment of key stakeholders to create a disciplined, ambitious, and collaborative global CRM strategy
• Strong analytical and problem-solving skills with the ability to interpret complex data and make informed decisions
• Experience in leading organizational transformation, including change management, communications, and risk and compliance mitigation
• Ability to adapt strategies in a rapidly evolving technological landscape

Compensation and Additional Information

The pay range for this position at commencement of employment is expected to be between $204,400.00 and $379,600.00 per year; ranges may adjust during 2025. Final pay determinations depend on factors including location, experience, knowledge, skills, and abilities. The total compensation package may include a sign-on bonus, restricted stock units, discretionary awards, and a full range of benefits (including 401(k) eligibility and paid time off). This position is at-will. Details of benefits will be provided with an offer.

EEO and Accessibility

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 providing reasonable accommodations. If you need an accommodation for the application process or to perform essential functions, please email or call with your request and job requisition number.

#J-18808-Ljbffr