Director, IT Commercial Systems and CRM Operations – Global Commercial Technology

This is a fully remote position, open to applicants in Illinois.

📋 Description

• Oversee the operational management of commercial technology platforms in the US and JPAC regions, supporting Sales, Medical Affairs, Market Access, Marketing, Omnichannel Engagement, and Customer Experience.

• Develop technology roadmaps that align with corporate and commercial goals.

• Provide counsel to senior business leaders and convert strategic priorities into scalable technology solutions.

• Enhance platform performance, user experience, and operational efficiency.

• Offer operational oversight for field-enabling CRMs and related commercial technology platforms.

• Guarantee platform reliability, availability, performance, compliance, monitoring, issue resolution, incident management, and root-cause analysis.

• Establish governance for enhancements, configuration changes, integrations, and platform upgrades.

• Manage relationships with stakeholders and oversee requirements gathering, prioritization, and demand management.

• Deliver executive communications addressing technology investments, risks, dependencies, and delivery progress.

• Implement and govern release management across various environments and business functions.

• Direct release planning and execution, which includes testing, validation, training, and communication.

• Apply change management, deployment governance, and operational readiness best practices.

• Utilize architectural principles to review CRM solution designs, integrations, data models, and platform enhancements.

• Ensure compliance with industry best practices, regulatory requirements, security standards, and data governance policies.

• Define and track SLAs, KPIs, and operational metrics.

• Lead efforts in risk management, business continuity, platform resilience, vendor management, automation, process optimization, and cost reduction.

• Mentor and develop IT professionals and external partners.

• Manage staffing strategies, succession planning, performance management, and professional growth.

• Build high-performing teams that support global commercial operations.

• Oversee the evaluation, selection, implementation planning, operational readiness, and transition for the next-generation CRM platform.

• Achieve CRM deployment milestones on time and within budget while ensuring stability, compliance, stakeholder satisfaction, and user adoption.

• Create a multi-year roadmap for CRM and commercial technology operations.

⛳️ Requirements

• Bachelor's degree in Information Technology, Computer Science, Engineering, or Business.

• Over 10 years of progressive IT experience, including leadership roles supporting commercial systems in the pharmaceutical sector.

• More than 10 years of hands-on experience with CRM technologies.

• At least 5 years of experience in people leadership, managing technical and business-facing teams.

• Extensive experience with Salesforce, Veeva, or similar CRMs within regulated environments.

• Proven track record in managing application operations, release management, platform governance, and stakeholder engagement.

• Strong knowledge of pharmaceutical commercial processes, encompassing Sales, Medical Affairs, Marketing, and Omnichannel Engagement.

• Demonstrated success in leading or supporting CRM transformation initiatives within pharmaceutical or life sciences organizations.

• Proven experience in managing CRM migration efforts, including business process redesign, data migration, integration modernization, user acceptance, change management, and post-deployment stabilization.

• Experience in evaluating CRM platforms, vendor assessments, roadmap development, and transition planning.

• Experience in managing external vendors, managed services providers, or integrated service providers.

• Familiarity with pharmaceutical compliance requirements such as GxP, GDPR, HIPAA, and promotional review processes.

• Exceptional executive communication, presentation, negotiation, and influencing capabilities.

• Minimal to moderate travel is expected; approximately 10%.

• Preferred: Master's degree in Information Systems, Business Administration, or a related field.

• Preferred: Certifications in Salesforce, Veeva, ITIL, Agile, PMP, or Architecture-related fields.

• Preferred: Experience in supporting global commercial organizations across various regions and markets.

• Preferred: Experience with Marketing Automation, Customer Data Platforms, Identity & Consent, Data Warehousing, Analytics, and Integration Platforms.

🏝️ Benefits

• Eligibility for an annual bonus or incentive compensation plan.

• Discretionary equity awards.

• Employee Stock Purchase Plan.

• Medical insurance.

• Dental insurance.

• Vision insurance.

• 401(k) plan.

• FSA/HSA options.

• Life Insurance coverage.

• Paid Time Off.

• Wellness benefits.

• Minimal to moderate travel required.