Director IT Commercial Systems and CRM Operations – Global Commercial Technology

Accountabilities:

• • Lead the operational management and strategic evolution of U.S. and JPAC commercial technology platforms supporting Sales, Medical Affairs, Market Access, Marketing, Omnichannel Engagement, and Customer Experience functions.
  • Partner with senior business stakeholders to develop technology roadmaps aligned with corporate strategy, commercial objectives, and evolving business needs.
  • Serve as a trusted technology advisor to executive and senior business leaders, translating strategic priorities into scalable, secure, and sustainable technology solutions.
  • Drive continuous improvement initiatives that enhance platform performance, user experience, operational efficiency, and business value.
  • Own operational oversight of field-enabling CRM platforms and related commercial technology ecosystems, ensuring reliability, availability, performance, security, and compliance.
  • Establish governance frameworks for system enhancements, configuration changes, integrations, upgrades, and other platform lifecycle activities.
  • Oversee system health monitoring, incident management, issue resolution, root-cause analysis, and platform stabilization.
  • Lead requirements gathering, demand management, prioritization, and alignment across Commercial, Medical, Market Access, Marketing, Analytics, Compliance, IT, and Operations teams.
  • Communicate executive-level updates on technology investments, risks, dependencies, resource requirements, and delivery progress.
  • Establish and govern release and change management processes across multiple environments and business functions.
  • Lead release planning and execution, ensuring appropriate testing, validation, training, stakeholder communication, and operational readiness.
  • Apply strong architectural principles to CRM solutions, integrations, data models, and platform enhancements, ensuring scalability, maintainability, security, and regulatory compliance.
  • Partner with Enterprise and Solution Architecture teams to define future-state technology strategies and integration frameworks.
  • Ensure adherence to industry standards, pharmaceutical regulations, security requirements, and data governance policies.
  • Define and monitor SLAs, KPIs, and operational metrics while driving proactive risk management, business continuity, resiliency, and service quality.
  • Manage relationships with managed service providers, implementation partners, software vendors, and other external technology partners.
  • Identify opportunities for automation, process optimization, cost reduction, and improved technology performance.
  • Lead, mentor, and develop internal IT professionals and external partners, fostering accountability, collaboration, innovation, and customer service.
  • Develop staffing strategies, succession plans, performance management practices, and professional development programs.
  • Build a high-performing organization capable of supporting future commercial growth, CRM transformation, and digital initiatives.
  • Lead the evaluation, selection, and implementation planning for next-generation CRM capabilities, ensuring alignment with commercial strategy, business requirements, scalability, and future-state architecture.
  • Lead operational readiness and transition planning for migration from legacy CRM platforms, minimizing disruption to Commercial and Medical operations.
  • Deliver CRM deployment milestones on schedule and within budget while maintaining platform stability, compliance, stakeholder satisfaction, and adoption targets.

  Requirements

  • Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field.
  • 10+ years of progressive IT experience, including leadership responsibility for commercial systems within the pharmaceutical or life sciences industry.
  • At least 5 years of experience leading people and managing technical or business-facing teams.
  • 10+ years of hands-on experience with CRM technologies, with deep expertise in platforms such as Veeva CRM, Veeva Vault CRM, Salesforce Life Sciences Cloud, or comparable enterprise CRM solutions.
  • Proven experience managing CRM operations, application support, release management, platform governance, integrations, and stakeholder engagement within regulated environments.
  • Demonstrated experience leading CRM transformation initiatives, including implementation, deployment, migration from legacy platforms, business process redesign, data migration, integration modernization, change management, user adoption, and post-deployment stabilization.
  • Strong understanding of pharmaceutical commercial processes, including Sales, Medical Affairs, Marketing, Market Access, Omnichannel Engagement, and Customer Experience.
  • Deep understanding of Life Sciences commercial and medical business processes, customer engagement models, and regulatory considerations.
  • Experience evaluating CRM platforms, supporting technology selection, assessing vendors, developing roadmaps, and planning transitions to future-state commercial technology ecosystems.
  • Understanding of emerging technologies such as artificial intelligence, machine learning, customer intelligence, and digital engagement platforms.
  • Familiarity with broader commercial technology ecosystems, including Marketing Automation, Customer Data Platforms, Identity and Consent, Data Warehousing, Analytics, and Integration Platforms.
  • Experience supporting global CRM deployments across multiple markets, business units, and regulatory environments is preferred.
  • Knowledge of pharmaceutical compliance requirements, including GxP, GDPR, HIPAA, and promotional review processes, is preferred.
  • Salesforce, Veeva, ITIL, Agile, PMP, or architecture-related certifications are preferred.
  • Master's degree in Information Systems, Business Administration, or a related discipline is preferred.
  • Strong strategic thinking, operational excellence, stakeholder management, change leadership, and organizational leadership skills.
  • Excellent executive communication, presentation, negotiation, influencing, and relationship-building capabilities.
  • Strong financial and vendor management skills, with the ability to balance investment, resource capacity, operational requirements, and strategic priorities.
  • Demonstrated ability to manage strategic transformation initiatives while maintaining reliable day-to-day operations.
  • Strong analytical and data-driven decision-making capabilities.
  • Approximately 10% travel, primarily for key planning sessions, vendor engagements, or major platform milestones.

  Benefits

  • Annual base salary: $172,500–$232,500, with actual compensation determined by experience, qualifications, certifications, education, skills, and work location.
  • Eligibility for an applicable annual incentive compensation plan.
  • Opportunity to receive discretionary equity awards and participate voluntarily in an employee stock purchase plan.
  • Remote U.S. working arrangement.
  • Comprehensive medical, dental, and vision coverage.
  • 401(k) retirement plan.
  • Flexible Spending Account (FSA) and Health Savings Account (HSA) options.
  • Life insurance coverage.
  • Paid Time Off.
  • Wellness programs and employee support resources.
  • Opportunity to lead high-impact global CRM and commercial technology transformation initiatives.
  • Exposure to senior executives and cross-functional stakeholders across Commercial, Medical, IT, Operations, Compliance, and other business functions.
  • Professional growth opportunities within a global, innovation-focused life sciences environment.
  • Opportunity to build and lead a high-performing technology organization supporting future commercial growth.