Job Summary:Within the
BIS, Data & Technology team in
US Commercial, the Sr. Director, CRM / Commercial Apps Lead owns the CRM & Business Applications operating model across four P&Ls (Oncology, Dermatology, Immunology, and Inflammation) and four Centers of Excellence (Market Access, Patient Services, Portfolio, and Field Force Effectiveness). The role blends business partnership, solution delivery, and platform operations to equip field teams with reliable tools, insights, and support. A
defining near-term priority for this role is leading the US transition to a single, future-state CRM platform (Veeva Vault CRM) for the entire US business, in close collaboration with the parallel global effort. The Sr. Director will also serve as the visionary technical leader, working in conjunction with IT and Global leads to provide continual improvements/enhancements to the Veeva system to ensure it evolves to meet organizational needs.
Key Responsibilities:- Drive the transition to a single, future-state CRM platform (Veeva Vault CRM) for the entire US business, consolidating today's Veeva CRM and OCE into one system, and own the roadmap, data migration and integrity, integrations, readiness, adoption, and change management across all P&Ls and Centers of Excellence.
- Partner closely with the parallel global CRM transformation to align on design decisions, data models, standards, and timelines so the US program reflects US market needs as well as reinforces the global future state.
- Manage the systems integration (implementation) partner engaged to execute the migration, holding them accountable for delivery quality, scope, schedule, and budget; contribute to partner selection and scoping where applicable.
- Manage, simplify, and integrate CRM and business applications (Veeva CRM/Vault CRM, OCE, RTE, CLM, Veeva Link, Mobile Locker, MedInquiry, content management), leading solution design, integrations, and data flows.
- Serve as a trusted partner to commercial stakeholders and the Centers of Excellence; steward requests through governance and prioritization and tie solutions to measurable outcomes. Collaborate with other BIS and Ops partners to deliver critical tools and capabilities.
- Equip field teams across all four P&Ls and relevant COEs with reliable tools, actionable insights, training, and responsive support-partnering with Field Force Effectiveness to drive adoption and a strong user experience.
- Execute on the vision and drive pull-through for AI and analytics within the Veeva ecosystem - spanning native Veeva AI and analytics capabilities and the integration of external or custom-built AI and analytics - to deliver in-platform insights that elevate field productivity and decision-making (e.g., next-best-action, AI-assisted field coaching, embedded dashboards and reporting, content and call preparation), with appropriate governance, validation, and human oversight.
- Oversee secure identity/access (Okta) for employees and partners and manage key external vendors to quality and service standards.
- Own the CRM request lifecycle from intake through feasibility, prioritization, development, and delivery (UAT to production), tracked in Monday.com.
- Partner with Compliance on data governance, privacy (HIPAA), and required state and federal reporting, including aggregate spend / transparency reporting.
People Leadership Scope:- Leads a team of internal and external resources spanning four delivery functions-Business Partner, Solution Architect, Technical Lead, and Operations Lead-and scales team capacity (including adding business analyst support) as demand grows.
- Directs third-party vendors and the systems-integration partner engaged on major programs, including the Vault CRM migration.
Qualifications and Education- Bachelor's degree required.
- 10+ years of extensive pharmaceutical, biotech, or life-sciences experience in commercial operations or business information services.
- Demonstrated CRM implementation and management experience. Veeva Vault CRM-or a comparable large-scale CRM migration / consolidation program-is an essential requirement, along with Veeva CRM and/or OCE experience.
- Proven experience directing systems integration / implementation partners on large, cross-functional programs, ideally in a global or matrixed environment.
- Outstanding executive communication skills, with the ability to inform and advance initiatives with senior leaders and proactively seek guidance as needed, combined with the ability to communicate effectively with a wide range of field team leaders and members.
- Demonstrated experience directly managing and leading a team, including hiring, developing, and setting direction for internal staff and external/vendor resources in a matrixed environment
- Deep and practical experience with CRM data integrations relating to master data management, business intelligence, and cloud data platforms.
- Familiarity with engagement/content platforms (CLM, RTE, Mobile Locker), identity/access (Okta), and work management (Monday.com); advanced analytics/AI a plus.
- Strategic yet hands-on leader and communicator; proven people manager able to prioritize, partner cross-functionally, and deliver on time.
Disclaimer: The above statements are intended to describe the general nature and level of work performed by employees assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and qualifications. Management reserves the right to change or modify such duties as required.
