Position
The Director, CRM Product Owner (US CRM) leads the strategy, development, and delivery of best‑practice CRM capabilities across the US CRM ecosystem, driving transformation to a next‑generation Customer360 operating model.
Location
East Hanover, NJ (On‑site only, 15% travel, domestic and/or international).
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, Platform, Medical) 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.
- 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, disciplined execution, predictable and high‑quality releases, and continuous improvement.
- Transform Business Processes: analyze current business processes and gaps, 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 a related field is required; Master of Science and/or MBA preferred.
Essential Requirements
- 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.
- 7+ years of experience in product management, technology strategy, innovation, or leadership roles, preferably in the pharmaceutical, healthcare, or CRM sectors.
- Deep understanding of the CRM landscape (Sales, Marketing, Service), including Salesforce (AgentForce, Marketing Cloud, Health Cloud, Data Cloud, Core platform), Veeva, and major evolving players.
- Deep expertise in CRM, AI, and data platforms and architectures (e.g., Salesforce Data Cloud, Veeva, OpenAI, Snowflake).
- Deep understanding of the pharmaceutical industry, including regulatory requirements, market dynamics, and emerging AI technologies.
- Experience managing and being accountable for product management teams, including backlog health and prioritization, agile practices and ceremonies, and 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.
- 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
Range: $185,500.00 – $344,500.00 per year, depending on relevant skills and experience, reviewed periodically upon joining.
Benefits
US‑based eligible employees receive a comprehensive benefits package including health, life and disability benefits, a 401(k) with company contribution and match, and additional benefits. Eligibility for a generous time‑off package (vacation, personal days, holidays and other leaves) and performance‑based cash incentive, and potential annual equity awards.
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