Assoc Director, CRM Product Owner

Key Responsibilities

• Define and Manage the CRM Roadmap: Develop and maintain a clear, prioritized CRM product roadmap aligned to Commercial, Medical, and enterprise technology priorities. Translate business objectives into practical platform capabilities that improve field productivity, customer engagement, compliance, and data quality.
• Partner with IT and business leadership to evaluate and plan future CRM capabilities, including the evolution of current Veeva CRM capabilities and potential next-generation CRM platforms. Bring product, process, and platform insight to help shape a modern, scalable CRM ecosystem.
• Lead Product Ownership and Delivery: Own day-to-day product management for CRM capabilities, including intake, requirements, prioritization, backlog management, delivery coordination, release planning, and adoption. Translate business needs into user stories and acceptance criteria that enable effective delivery by internal teams and external partners.
• Serve as a key liaison between Commercial, Medical Affairs, Omnichannel, Data, and IT teams. Understand business processes and pain points, align stakeholders on priorities, communicate progress, and support change management to ensure new capabilities are adopted and deliver measurable value.
• Ensure the CRM ecosystem is reliable, well-supported, and continuously improved. Coordinate platform administration, managed services, vendor delivery, support processes, data quality, and issue resolution in partnership with internal teams and external providers.
• Prioritize enhancements based on business value, risk, effort, and strategic alignment. Define success measures, monitor adoption and usage, and use performance data to refine priorities and communicate impact to leadership.
• Embed governance, privacy, promotional compliance, and quality considerations into CRM delivery. Partner with Legal, Privacy, Compliance, Quality, and business teams to ensure CRM processes and documentation remain aligned with company policies and life sciences requirements.
• Identify opportunities for continuous improvement. Stay current on CRM trends, life sciences platform capabilities, analytics, automation, and AI-enabled opportunities. Bring forward practical recommendations that improve user experience, operational efficiency, and customer engagement outcomes.

Qualifications

• Bachelor’s degree in Information Systems, Computer Science, Business Administration, Engineering, Information Technology, Data Analytics, Health Informatics, or a related technical or business discipline; advanced degree a plus
• 8+ years of experience in Commercial IT, CRM, digital product management, or related technology roles in life sciences or another regulated industry
• Strong understanding of CRM platforms and commercial or medical field processes; experience with Veeva CRM strongly preferred, with familiarity with Salesforce or other enterprise CRM platforms a plus
• Experience with CRM data management and integrations across data warehouses, analytics, and omnichannel tools
• Proven ability to define, prioritize, and manage product roadmaps tied to business outcomes
• Ability to define KPIs and measure the business impact of CRM initiatives
• Demonstrated success working in matrixed, cross-functional, and global environments with strong communication and stakeholder management skills
• Experience leading initiatives through influence and coordinating internal teams and external partners
• Familiarity with enterprise technology transformations and product-centric or platform-based operating models
• Vendor and SaaS partner management experience, with strong project management discipline
• Strong communication skills with the ability to influence across business, IT, data, compliance, and vendor teams