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

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

📋 Description

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

• Collaborate with business stakeholders to develop technology roadmaps that align with corporate and commercial goals.

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

• Promote continuous improvement in platform performance, user experience, and operational effectiveness.

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

• Ensure platform reliability, availability, performance, compliance, and governance standards are met.

• Supervise enhancements, configuration changes, integrations, upgrades, system monitoring, incident management, issue resolution, and root-cause analysis.

• Manage stakeholder relationships, gather requirements, prioritize needs, and oversee demand management.

• Communicate technology investments, risks, dependencies, and delivery updates to executives.

• Establish and manage release management, change management, deployment governance, testing, validation, training, communication, and operational readiness.

• Implement architectural principles and collaborate with Enterprise and Solution Architecture teams on future-state strategies and integration frameworks.

• Review and endorse CRM solution designs, integrations, data models, and platform enhancements.

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

• Drive risk management, business continuity, platform resilience, automation, process optimization, and cost reduction initiatives.

• Lead vendor management for managed service providers, implementation partners, and software vendors.

• Mentor, lead, and develop IT professionals and external partners.

• Oversee staffing strategies, succession planning, performance management, and professional development initiatives.

• Assist in evaluating, selecting, and planning the implementation of the next-generation CRM platform.

• Direct operational readiness and transition planning for the migration from the legacy CRM platform.

• Achieve CRM deployment milestones on time and within budget while ensuring stability, compliance, satisfaction, and adoption targets are met.

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

• Foster a high-performing organization that supports commercial growth and digital transformation.

⛳️ Requirements

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

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

• More than 5 years of experience in managing technical/business-facing teams.

• At least 10 years of hands-on experience with CRM technologies.

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

• Expertise in Veeva CRM, Veeva Vault CRM, Salesforce Life Sciences Cloud, and associated commercial technology ecosystems.

• Experience leading or supporting CRM transformation initiatives, including implementation, deployment, or migration from legacy CRM systems in the pharmaceutical or life sciences sectors.

• Proven track record in managing CRM migration activities, business process redesign, data migration, integration modernization, user adoption, change management, and post-deployment stabilization.

• Experience in evaluating CRM platforms, technology selection, vendor assessment, roadmap development, and transition planning.

• Demonstrated experience in managing application operations, release management, platform governance, and stakeholder engagement.

• Strong understanding of pharmaceutical commercial processes, including Sales, Medical Affairs, Marketing, and Omnichannel Engagement.

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

• Excellent skills in executive communication, presentation, negotiation, and influencing.

• Familiarity with emerging technologies, including AI, machine learning, customer intelligence, and digital engagement.

• Knowledge of pharmaceutical compliance requirements, such as GxP, GDPR, HIPAA, and promotional review processes.

• 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.

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

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

• Experience with global CRM deployments across multiple markets, business units, and regulatory environments.

• Minimal to moderate travel is required, estimated at 10%.

🏝️ Benefits

• Eligibility for annual bonus or incentive compensation plan (Commercial roles qualify for an 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.

• Equal opportunity employer.

• Reasonable accommodations provided in the job application process.