Reporting to the Head of Customer Relationship Management (CRM) Product Management, this Director-level CRM Product Owner role leads the strategy, development, and delivery of best practice CRM capabilities across the US CRM ecosystem. The position is based in East Hanover, NJ and requires 15% travel.
Role Overview
The Director, CRM Product Owner is responsible for shaping and executing the product vision for CRM capabilities and functions, ensuring alignment with business goals and stakeholder needs. The role drives CRM product innovation, translates business requirements into technology-enabled improvements, and advances governance, compliance, and organizational adoption across the CRM landscape.
Key Responsibilities
- Create and steward the Product Vision, Roadmap, and Delivery: Define, communicate, and execute the vision and strategy for CRM capabilities (such as Customer Engagement, Platform, and Medical) with alignment to business objectives and stakeholder requirements.
- Drive CRM Product Innovation: Promote advanced CRM technologies, including AI, and processes that improve customer engagement and generate actionable insights.
- Gather CRM Requirements: Collect and interpret business needs, then translate them into system and process improvements using technology, analytics, and established best practices.
- Deliver Product Management Excellence: Maintain disciplined execution, predictable and high-quality releases, continuous improvement, and high standards for product delivery.
- Transform Business Processes: Evaluate current processes and gaps, then design, implement, and scale data-driven, technology-enabled solutions.
- Lead Cross-Functional Collaboration: Coordinate collaboration between senior leaders and delivery teams to ensure input, feedback, and alignment on CRM initiatives.
- Ensure Governance & Compliance: Create and enforce governance frameworks that ensure CRM initiatives meet regulatory, privacy, and compliance requirements.
- Build and Develop High-Performing Teams: Recruit, mentor, and lead groups of Product Owners, manage dependencies, and support a culture of innovation and continuous improvement.
- Drive Change Enablement: Align stakeholders, identify risks, and remove barriers to support adoption and sustained progress of CRM initiatives.
- Evangelize CRM Strategy: Communicate CRM strategy and impact through stakeholder meetings, leadership forums, and targeted communications.
- Optimize CRM Investment: Prioritize initiatives, implement best practices, perform build vs. buy analyses, and maximize value from CRM investments.
- Maintain Industry Awareness: Track CRM platforms (including Salesforce and Veeva), industry trends, and best practices across sectors.
Required Qualifications
- Education: Bachelor’s degree in a related field required; Master of Science and/or MBA preferred.
- Experience: 7+ years of experience in product management, technology strategy, innovation, or leadership roles, preferably in pharmaceutical, healthcare, or CRM contexts.
- CRM transformation: Proven success leading product management for large-scale CRM transformation, including accountability for delivery, change management, UX, governance, communication strategy, and mitigation of risk and compliance issues.
- CRM landscape knowledge: Strong understanding of CRM across Sales, Marketing, and Service, including Salesforce (Agentforce, Marketing Cloud, Health Cloud, Data Cloud, Core platform) and Veeva, plus familiarity with major and evolving ecosystem players.
- CRM, AI, and data platforms: Expertise in CRM, AI, and data platform architectures (e.g., Salesforce, Salesforce Data Cloud, Veeva, OpenAI, Snowflake, or comparable data lake technologies).
- Pharmaceutical industry knowledge: Understanding of regulatory requirements, market dynamics, and emerging AI technologies.
- Product team operations: Experience managing and being accountable for product management team operations, including backlog health and prioritization, agile practices and ceremonies, and driving strategic innovation.
- Leadership and communication: Excellent leadership and communication skills with the ability to build and lead high-performing teams.
- People management: Required experience leading people in CRM, AI, technology, or data-driven environments.
- Cross-functional alignment: Ability to foster stakeholder alignment to create a disciplined, ambitious, and collaborative global commercial CRM strategy.
- Analytics: Strong analytical and problem-solving skills to interpret complex data and make informed decisions.
- Adaptability: Ability to adapt strategies and approaches in a rapidly evolving technology landscape.
Technology Focus
- Salesforce (Agentforce, Marketing Cloud, Health Cloud, Data Cloud, Core platform)
- Veeva
- OpenAI
- Snowflake
- Data lake technologies
- AI and analytics
Travel Requirements
- 15% travel as defined by the business (domestic and/or international)
Location
- East Hanover, NJ (onsite)
- Not available for remote work
Compensation
The salary for this position is expected to range between $185,500.00 and $344,500.00 per year. Final salary depends on factors including relevant skills and experience, and will be reviewed periodically. Novartis may adjust the published salary range based on company and market factors. Compensation includes a performance-based cash incentive and, depending on role level, eligibility to be considered for annual equity awards.
Benefits
- Performance-based cash incentive
- Eligibility to be considered for annual equity awards (depending on level)
- Health, life and disability benefits
- 401(k) with company contribution and match
- Variety of other benefits
- Comprehensive benefits package
- Generous time off including vacation, personal days, holidays, and other leaves
Accessibility & Reasonable Accommodations
The Novartis Group of Companies is committed to working with individuals with disabilities and providing reasonable accommodation. If you need accommodation for any part of the application process or to perform essential functions, email [email protected] or call +1(877)395-2339 and include the job requisition number in your message.
