Director, CRM Strategy and Operations

Summary:

The Director, CRM Strategy and Operations will be responsible for translating Commercial strategy, customer needs, and field operational requirements into effective CRM capabilities and operational processes to support an expanding portfolio of products and customers. The role will lead the Commercial CRM strategy and roadmap, leveraging existing platforms and business intelligence tools, including Veeva CRM and Power BI, to streamline Commercial administration and improve field execution. The Director will lead requirements gathering, prioritization, implementation, adoption, and ongoing optimization in partnership with Insights, Analytics & Operations, Sales leadership, IT, Compliance, and Marketing. This position will serve as the primary Commercial business lead for CRM and field operational support, including oversight of external partners. The Director will also oversee sampling, US fleet management, fuel-card administration, and US roster management. The incumbent will be expected to deliver within the constraints of scope, quality, time, and cost while advancing automation and operational excellence across functional teams.

Responsibilities

Essential Duties & Responsibilities:

The following statements are intended to describe the general nature and level of work being performed by an individual assigned to this job. Other duties may be assigned.

• Lead Commercial CRM strategy and operations, including platform capabilities, resourcing, governance, and end-user experience.
• Develop and maintain the CRM strategic roadmap and supporting project plans to ensure alignment with Commercial priorities and field needs.
• Oversee implementation of Veeva CRM business requirements and supporting tools, including user acceptance testing, release readiness, training, and adoption.
• Collaborate with the Analytics team to implement approved alignments, targeting initiatives, and field reporting requirements.
• Oversee US roster management and maintain accurate, timely operational records supporting CRM access, territory assignments.
• Partner with the incentive compensation function to provide validated roster and alignment inputs and coordinate changes affecting field eligibility or assignments.
• Oversee field sample-management operations, and fuel-card administration, including vendor performance and issue resolution.
• Identify and implement opportunities to automate workflows, strengthen data quality, and reduce field administrative burden.
• Maintain industry and application delivery knowledge and evaluate tools and technologies to recommend solutions that address critical business needs.

Supervisory Responsibilities:

This position may have supervisory responsibility.

Interaction:

Works collaboratively with all levels of management within the Insights, Analytics & Operations team, as well as key partners including the Commercial field Teams, Marketing, IT, Compliance, Business Development, and Medical Health Sciences related to the deployment and support of CRM capabilities and processes.

Qualifications

Education and Experience:

• Bachelor's degree from an accredited college or university.
• 8-10 years of experience in the pharmaceutical or related industry with Veeva or Salesforce CRM, business operations, field operations, business systems, and/or consulting.
• Experience leading CRM implementations, enhancements, adoption, and ongoing operational support.
• Experience managing cross-functional projects and external service providers.
• Experience in the hospital segment and with surgical-based products is a plus.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Knowledge, Skills, and Abilities:

• Broad experience in CRM strategy, sales operations, and field operational support.
• Excellent oral and written English communication skills.
• Demonstrated understanding of SFDC, Veeva, or other CRM systems; SFDC and Veeva Certified Administrator credentials considered a plus.
• Exceptional ability to drive change, adapt to changing priorities, and prioritize.
• Demonstrated knowledge of IT processes, including user requirements gathering, incident management, change management, problem management, and user acceptance testing.
• Strong project management, vendor management, and process-improvement skills.
• Highly proficient in Microsoft Office applications, including Word, Excel, PowerPoint, and MS Project.
• Ability to take complex, including technical, concepts and articulate them to audiences with varying levels of understanding.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit, talk, move between spaces, reach with hands and arms and stoop. Close vision and the need to focus on computer screen, use of hands, fingers, and wrist to type on keyboard and manipulate mouse.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Benefits

• Medical, Prescription, Dental, Vision Coverage
• Flexible Spending Account & Health Savings Account with Company match
• Employee Assistance Program
• Mental Health Resources
• Disability Coverage
• Life insurance
• Critical Illness and Accident Insurance
• Legal and Identity Theft Protection
• Pet Insurance
• Fertility and Maternity Assistance
• 401(k) with company match
• Flexible Time Off (FTO) and 11 paid holidays
• Paid Parental Leave

Pay Transparency

The base pay range for this role is $188,000 per year to $259,000 per year. The range is what we reasonably expect to pay for this role. The range considers a wide range of factors that are considered in making compensation decisions, including but not limited to: geographic markets, business or organizational needs, skill sets, experience, training, licensure, and certifications. Depending on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered.