Director, Crm Business Strategy

Overview

• Lead global CRM strategy development to enhance customer engagement and drive business performance across diverse markets.
• Collaborate with cross-functional teams to align CRM initiatives with organizational goals and strategic objectives.
• Drive adoption and optimization of CRM tools, ensuring seamless integration with omnichannel platforms and user-friendly designs.
• Develop actionable insights from CRM data to inform strategic decision-making and operational improvements.
• Partner with IT teams to ensure CRM systems meet global standards and scalability requirements.
• Enhance CRM usability through streamlined workflows and tailored system designs for diverse user groups.
• Support field teams with customized CRM tools and dashboards to improve engagement effectiveness.
• Promote a culture of innovation and efficiency within CRM practices across the organization.

Key Responsibilities & Duties

• Define and implement CRM strategies aligned with business objectives and customer engagement goals.
• Lead CRM lifecycle management, including requirements gathering, optimization, and enhancements.
• Collaborate with therapeutic area leads to ensure CRM supports unique business needs effectively.
• Drive adoption and governance of CRM tools, ensuring integration with omnichannel platforms.
• Partner with IT to manage CRM configurations and system integrations for optimal performance.
• Analyze CRM data to extract insights that inform strategic and operational decisions.
• Optimize CRM usability for field teams through role-based views and streamlined workflows.
• 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.
• Minimum of 7 years of experience in CRM strategy development; 10 years preferred.
• Proven expertise with Veeva, Salesforce, and marketing automation tools like SFMC or Marketo.
• Strong analytical skills for transforming 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.