Director IT Commercial Systems and CRM Operations...

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

• Partner with business stakeholders to establish technology roadmaps that align with corporate and commercial objectives.

• Serve as a trusted advisor to senior business leaders, translating strategic priorities into scalable technology solutions.

• Drive continuous improvement initiatives to enhance platform performance, user experience, and operational efficiency.

CRM Platform Ownership

• Provide operational oversight for field enabling CRMs, and related commercial technology platforms.

• Ensure platform reliability, availability, performance, and compliance with organizational standards.

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

• Oversee system health monitoring, issue resolution, incident management, and root-cause analysis activities.

Stakeholder & Demand Management

• Manage relationships with Commercial, Medical, Market Access, Marketing, Analytics, Compliance, IT, and Operations stakeholders.

• Lead requirements gathering, prioritization, and demand management processes.

• Facilitate alignment between business priorities, technical capabilities, resource capacity, and strategic objectives.

• Provide executive-level communications regarding technology investments, risks, dependencies, and delivery progress.

Release & Change Management

• Establish and govern release management processes across multiple environments and business functions.

• Lead planning and execution of platform releases, ensuring appropriate testing, validation, training, and communication.

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

• Minimize business disruption while accelerating delivery of new capabilities.

Architecture & Technology Governance

• Apply strong architectural principles to ensure scalable, maintainable, and secure technology solutions.

• Partner with Enterprise and Solution Architecture teams to define future-state technology strategies and integration frameworks.

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

• Ensure adherence to industry best practices, regulatory requirements, security standards, and data governance policies.

Operational Excellence

• Define and monitor service-level agreements (SLAs), KPIs, and operational metrics.

• Drive proactive risk management, business continuity planning, and platform resiliency initiatives.

• Lead vendor management activities, including managed services providers, implementation partners, and software vendors.

• Identify opportunities for automation, process optimization, and cost reduction., + Successfully support the evaluation, selection, and implementation planning of the organization's next-generation CRM platform, ensuring alignment with commercial strategy, business requirements, scalability needs, and future-state architecture.

• Lead the operational readiness and transition planning required to migrate from the legacy CRM platform to the selected next-generation CRM solution with minimal disruption to Commercial and Medical business operations.

• Deliver successful CRM deployment milestones on schedule and within budget while maintaining platform stability, regulatory compliance, stakeholder satisfaction, and adoption targets.

• Improve platform stability, reliability, and user satisfaction across commercial technology platforms.

• Establish mature release management and governance processes.

• Strengthen partnerships with Commercial and Medical business leaders.

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

• Increase operational efficiency while maintaining compliance and service quality.

• Build a high-performing organization capable of supporting future commercial growth and digital transformation initiatives.

Industry & Technical Expertise

• Deep understanding of Life Sciences commercial and medical business processes, customer engagement models, and regulatory considerations.

• 10+ years of hands-on experience in CRM technologies; expertise in CRM platforms including Veeva CRM, Veeva Vault CRM, Salesforce Life Sciences Cloud, and associated commercial technology ecosystems.

• Understanding of emerging technologies including AI, machine learning, customer intelligence, and digital engagement capabilities.

• Demonstrated experience leading or supporting CRM transformation programs, including the implementation, deployment, or migration from legacy CRM platforms within pharmaceutical or life sciences organizations.

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

• Experience evaluating CRM platforms and supporting technology selection, vendor assessment, roadmap development, and transition planning for future-state commercial technology ecosystems.

Leadership Competencies:

• Strategic Thinking

• Operational Excellence

• Stakeholder Management

• Organizational Leadership

• Technical Architecture & Governance

• Change Leadership

• Talent Development

• Executive Communication

• Vendor & Financial Management

• Continuous Improvement

Preferred Qualifications:

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

• Salesforce, Veeva, ITIL, Agile, PMP, or Architecture-related certifications.

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

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

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

• Experience supporting global CRM deployments across multiple markets, business units, and regulatory environments., + Bachelor's degree in Information Technology, Computer Science, Engineering, or Business.

• 10+ years of progressive IT experience, including leadership roles supporting commercial systems within the pharmaceutical industry.

• 5+ years of people leadership experience managing technical/business-facing teams.

• Deep experience in Salesforce, Veeva, or similar CRMs within regulated environments.

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

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

• Demonstrated ability to balance strategic initiatives with day-to-day operational responsibilities.

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

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