Director Of Global Crm Strategy

Overview

• Lead the development and execution of global CRM strategies to enhance customer engagement and align with organizational goals.
• Collaborate with cross-functional teams to integrate CRM systems with omnichannel platforms and optimize workflows.
• Drive innovation and adoption of CRM tools, ensuring alignment with business needs and global standards.
• Analyze CRM data to extract actionable insights and inform strategic decision-making.
• Provide leadership in CRM lifecycle management, from requirements gathering to deployment and optimization.
• Enhance usability and functionality of CRM systems for field teams and stakeholders.
• Collaborate with IT to ensure scalability, stability, and integration of CRM systems.
• Monitor CRM performance metrics and implement improvements to optimize system efficiency.

Key Responsibilities & Duties

• Define and lead enterprise CRM strategy to align with CX goals and campaign needs.
• Collaborate with business units to ensure CRM systems meet unique requirements and maximize impact.
• Drive adoption and governance of CRM tools, integrating them with omnichannel engagement platforms.
• Partner with IT to implement CRM upgrades and integrations for evolving business needs.
• Optimize CRM workflows and dashboards to enhance usability for field teams.
• Analyze CRM data to provide insights for strategic and operational decisions.
• Develop standardized reports to track CRM performance and share insights with stakeholders.
• Collaborate with sales, marketing, and medical teams to integrate CRM strategies across departments.

Job Requirements

• Bachelor’s degree in Business Administration, Marketing, Information Systems, or related field; MBA preferred.
• 10+ years of experience in CRM strategy development or management within biotech/pharmaceutical industries.
• Proven expertise with Veeva, Salesforce, and other enterprise-level CRM platforms.
• Strong analytical skills to derive insights from CRM data for decision-making.
• Exceptional communication skills for collaboration across matrixed organizations.
• Experience managing system integrations and global CRM implementations.
• Familiarity with rare disease therapeutic areas or specialty pharma marketing practices preferred.
• Advocacy for efficiency tools to optimize workflows and time management.