Director, Crm Business Strategy

Overview

• Shape the strategic direction of global CRM initiatives to enhance customer engagement and drive business growth across diverse markets.
• Collaborate with cross-functional teams to align CRM strategies with organizational objectives and market demands.
• Optimize CRM platforms for seamless integration, user-friendly design, and effective omnichannel functionality.
• Analyze CRM data to extract actionable insights that inform strategic decisions and improve operational efficiency.
• Partner with IT teams to ensure CRM systems meet global standards and scalability requirements.
• Enhance CRM usability by streamlining workflows and tailoring systems to diverse user needs.
• Support field teams with customized CRM tools and dashboards to improve engagement effectiveness.
• Promote innovation and efficiency within CRM practices across the organization.

Key Responsibilities & Duties

• Develop and implement CRM strategies aligned with business objectives and customer engagement goals.
• Oversee 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.