Director, Patient & HCP CRM

Director, Patient & HCP CRM at a Pharmaceutical company in NJ

We’re seeking a strategic and hands-on CRM leader to oversee all aspects of CRM within Patient Services and Reimbursement Operations. This role will play a key part in shaping and maintaining the Salesforce ecosystem used by field and internal teams across the U.S., with a focus on driving efficiency, adoption, and measurable impact.

Key Responsibilities:

• Strategic Partnership: Build strong working relationships with business stakeholders and cross-functional partners in technology and operations.
• CRM Ownership: Lead CRM strategy and execution focused on patients and healthcare professionals, leveraging Salesforce and third-party data platforms.
• Operational Alignment: Partner with Patient Services and Reimbursement teams to align the CRM system with business goals and daily operations.
• Cross-Functional Coordination: Act as a liaison between internal teams, support partners, and technology to ensure streamlined communication and system usability.
• Shared Resource Oversight: Collaborate with cross-functional resources supporting system communications, documentation, troubleshooting, and reporting.
• Project Leadership: Drive CRM enhancements from planning through execution—tracking milestones, managing risks, and ensuring timely delivery.
• Platform Development: Lead design and configuration of CRM components including territory mapping, email enablement, training resources, and performance measurement.

Qualifications:

• Bachelor’s degree required (Business, Science, or IT); Master’s degree preferred.
• 8+ years of experience in the pharmaceutical, biotech, or healthcare industry.
• Strong background in patient support services and reimbursement models.
• Proven expertise with Salesforce platforms and CRM best practices.
• Advanced Excel and Power BI skills for data analysis and reporting.
• Experience leading projects and managing multiple priorities under tight timelines.
• Skilled in user adoption strategies and end-user training.
• Exceptional communicator with client-facing experience.
• Strong team leader with experience managing shared resources and vendor partners.
• Track record of driving results through cross-functional collaboration.

Position Impact:

This role is instrumental in modernizing and scaling patient support capabilities through effective CRM strategy and execution. You’ll bridge business needs and technical solutions to help deliver better experiences for patients and providers—while enabling operational excellence across the organization.