Director, Crm Business Strategy

Overview

• Lead enterprise CRM strategy and roadmap, aligning with CX goals and digital data strategies.
• Collaborate with business units to optimize CRM systems for HCP and patient engagement.
• Drive CRM tool adoption, governance, and integration with omnichannel platforms.
• Partner with IT to ensure CRM alignment with global standards and scalability.
• Develop actionable insights from CRM data to inform strategic decisions.
• Optimize CRM usability through streamlined workflows and enhanced system design.
• Collaborate across departments to integrate CRM strategies seamlessly.
• Support field teams with tailored CRM tools and dashboards for effective engagement.

Key Responsibilities & Duties

• Define and implement CRM strategies aligned with business objectives and customer engagement goals.
• Lead CRM lifecycle management, from requirements gathering to optimization and enhancements.
• Collaborate with therapeutic area leads to ensure CRM supports unique business needs.
• Drive adoption and governance of CRM tools, ensuring integration with omnichannel platforms.
• Partner with IT to manage CRM configurations and system integrations.
• Optimize CRM usability for field teams through role-based views and workflows.
• Analyze CRM data to extract insights for strategic and operational decisions.
• Collaborate with cross-functional teams to ensure CRM strategies align with organizational goals.

Job Requirements

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