Director Of Global Crm Strategy

Overview

• Lead the strategic development and implementation of global CRM initiatives to enhance customer engagement and drive business success.
• Collaborate with cross-functional teams to align CRM systems with organizational goals and industry best practices.
• Drive innovation in CRM tools and processes, ensuring scalability and adaptability for global operations.
• Analyze CRM data to uncover actionable insights and inform strategic decision-making across departments.
• Provide leadership in CRM lifecycle management, from planning to deployment and optimization.
• Enhance system usability and functionality to support field teams and stakeholders effectively.
• Collaborate with IT teams to ensure robust integration and stability of CRM systems.
• Monitor and refine CRM performance metrics to achieve operational excellence and user satisfaction.

Key Responsibilities & Duties

• Define and execute a comprehensive CRM strategy to align with customer experience objectives and business goals.
• Collaborate with business units to tailor CRM systems to meet diverse operational needs.
• Drive adoption and governance of CRM tools, ensuring seamless integration with omnichannel platforms.
• Partner with IT teams to implement CRM upgrades and integrations to support evolving business requirements.
• Optimize workflows and dashboards to enhance usability and efficiency for field teams.
• Analyze CRM data to provide insights that guide strategic and operational decisions.
• Develop and standardize reporting mechanisms to track CRM performance and share insights with stakeholders.
• Collaborate with sales, marketing, and medical teams to integrate CRM strategies across organizational functions.

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 or management; 10 years preferred.
• Proven expertise with enterprise-level CRM platforms such as Veeva and Salesforce.
• Strong analytical skills to derive actionable insights from CRM data.
• Exceptional communication skills for effective collaboration across matrixed organizations.
• Experience managing system integrations and global CRM implementations.
• Familiarity with rare disease therapeutic areas or specialty pharma marketing practices is advantageous.
• Advocacy for efficiency tools to optimize workflows and enhance productivity.